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The following complaint regards possible fraudulent billing, harassment and threats, and refusal to make repairs and maintenance.
We are aware that some problems may exist regarding the post hurricane damages, but as of this date, the problems and excuses are no longer valid.
THAT since October 2005 we have attempted to contact COX by email, telephone, and written correspondence to have to have Cable TV service restored back to normal. That on those occasions attempts were made by telephone wait time varied from 20 to over 50 minutes without speaking with a representative. A number of emails were sent to the New Orleans Customer Service office in most cases without response, or attempts to correct the problems. Letters written to the Corporate Headquarters and copied to the New Orleans office have been ignored, and not responded too.
THAT the one time connection was made to the New Orleans Customer Service office I was assured that the service would be reinstated back to normal within seven (7) days. And that a credit to my account would be issued for the on month's payment. Neither the repair, nor the credit was ever completed.
THAT in late December 2005 I was contacted finale by COX Customer Service by telephone and advised that a tech representative would be at my home with in a week. And that a credit to my account of one month would be made to my account, and pending additional credits for loss of service.
THAT in late December 2005 a field technician finale arrived and advise until such time that the outside service box could be replaced, repaired, and the wires replaced and repaired, there was nothing he could do to fix, or correct the loss of service. The outside box had to be fixed by another department technician. As of this date, there have been no repairs, restoration of service, and no credits to my account.
THAT COX continues to harass, threaten, and continues in its fraudulent billing practices.
RATIONAL for not contacting state agencies for Louisiana include in part: COX has direct connections with the Mayor of New Orleans Ray Nagin, who is the former CEO of COX. That COX is a heavy contributor to certain campaign funds, for state and local officials. That neither the New Orleans Service Commission, nor the State Government will take an action or protect the consumer with regard to certain entities that are favored.
Sub: Shoddy service, incorrect billing
Cox Communications, San Diego
5159 Federal Blvd
San Diego, CA 92105
Cc: Patrick J. Esser
1400 Lake Hearn Dr., Atlanta, GA 30319
[protected]
I have been warned not to write letters when I am angry. I am ignoring that warning. I have several issues.
1. I just got off the phone with a gentleman in your sales department who I reached after the young woman who answered my first call transferred me to a department that was closed which resulted in a disconnection. This young man told me that I was not signed up for the stations I specifically asked for upon signing up for your services.
2. In his attempt to activate said stations/services he informed me he would not be able to do that until Friday because a service technician (the third one required, so far, to get my services working) would not be able to remove the filter causing this failure until then. The problem did not appear until yesterday; 3 weeks after the start of my account.
3. He wouldn't be able to do it anyway as I have an outstanding balance from services which started on the 16th of February. I DID NOT MOVE HERE UNTIL THE 3RD OF MARCH AND THE SERVICE REQUEST DID NOT HAPPEN UNTIL THE 6TH OF MARCH.
4. I had to take a half day off work and conspire with the technician to get the phone to work.
5. I waited from the 6th to the 21st for internet service (which I had to take another half-day off work to finally get) and was told I was being credited for the failure.
6. I have just reviewed my bill online and I am completely overwhelmed.
Total Cable Services 42.70 (I was told this was about $26)
Total Internet Services 53.60 (I was told this was about $36)
Total Telephone 34.65 (I was told this was $13)
Total Fees, Surcharges & Taxes 7.31
Total Current Charges $138.26
7. And there seems to be an outstanding balance of $40+ that I have never been sent a bill for nor has it been sent to my email address as I requested
You couldn't get the phone to work, you couldn't get the internet to work and now you can't seem to get your own accounting to work.
I have made numerous phone calls about failures of your company. Each time I get a little more convinced that your much lauded commitment to customer service is complete fiction. I feel trapped into using your very poor services as you are the only provider in this area. I am extremely dissatisfied. I want someone to take some initiative and fix this. I want to hear from someone about this. All I wanted was the History channel and Discovery. That is what I asked for in the beginning and that is what I was told I was buying. Please review my account. Please read any notes attached thereto. Please listen to my frustration. I am copying this whole tirade into a real, paper letter and sending it to as many people as I can. You have had a service failure.
I would like to talk about Cox communications. Just before Christmas of this passed year a neighbor of mine had her service up to a total package with coxes. Now after there techs or should I say the three stooges had played with wires; I noticed problems with my line. I had talked with my neighbor and she said that she called coxes and everything would be taken care of. After a couple days, I come home and I don't have a dial tone. So I call Cox and tell them the situation. The first phone conversation went well and they said that they will take care of the problem and that they were sorry. Well, nothing got done and I asked by calling again to come and fix the problem. I got the go around and I understand why. It's Christmas time and everybody is upping plans and Cox doesn't have time to fix problems that don't generate money. So after dealing with Cox I realize that I wouldn't have anything to do with them. I have cut off all services from them. I look forward to have Verizon for my phone and internet.
Last month, I changed my surname via court order, and I correspondingly changed my name with SSA, DMV, municipalities, etc. All of that proved to be a walk in the park compared to the bureaucratic runaround that Cox has put me through, without any result except my becoming infuriated and stamp-challenged.
Should I really, after having informed them of the change in a letter that included the number, place, and date of the court order, have to submit to them either a copy of the court order, $5.00, or ANOTHER installation fee? We all know that they store data in digital form.
Anyway, and I've told them that my SS# hasn't changed, my address hasn't changed, the bank on which my checks are drawn hasn't changed, my credit rating hasn't changed, my living circumstances haven't changed, my account is in good standing, and I don't rent any equipment from Cox... Who ARE these people, anyway, that they think that the consumer should pay the cost of their doing business several times over, which includes their selling our data to other entities? Where are the FCC and the PUC in this picture? Y'know, the other people we pay to pick our pockets? Grrrrr...