Cox Communications — billing and bundling
Being a customer for 16 years means nothing
On 4/2/17 - I was hospitalized after a fall, ended up with surgery, and congestive heart failure. On 4/15/17 - I was finally released. I received several notices from Cox regarding my bill. Explained to them that I am 69 and on 100% disability. I had filed for the lifeline thou Cox several times, but never heard anything back. I am 69, on total disability and live alone. I fall a lot, and am extremely hard of hearing. I get Medicare and social security only. On May 5, 2017, I explained to them that I could not pay the entire bill, the billing department told me that I had to pay all or nothing. They were ready to disconnect everything. I requested to keep the phone, just paying that portion of the past due at this time. I was rudely informed that since I had a bundle, I had to pay it all or nothing. They wanted me to post date a payment. The last time I did that with them, it was dated for 6 days later when I knew the money would be available, they didn't wait, the check run thou the bank on the same day, then again a few days later, leaving me with $70 over draft fees at my bank.
This morning May 11, 2017, I called Cox to try again to work this all out, and was on the phone with them for almost 2 hours being transferred back and forth, customer service transferred me to a loyalty agent who transferred me to billing, who transferred me to collections, then back to billing. This went on for over an hour and a half. I explained my situation about a dozen times. Each time I was told that I could have it all or nothing since it was bundled, the phone could not be separated.
So at this time, I have no phone, Internet or TV. Being almost 100% deaf I used a caption phone which requires Internet access, so I cannot use this now. I have a cell phone, but living in a mobile home, there is no signal inside. Being on almost complete bed rest, I can't run outside if I need help. If I do use the cell phone, I cannot hear the person on the other end because I need the caption phone to see that side of the conversation.
A friend loaned me a mobile Internet device so that I can use the Internet.
I don't understand why everything is so bundled that they say they cannot separate the different parts of the bill, except that on my paper bill, it is separated. If I can view the bill broken down, why can't they?
I really don't think that this is any way to treat a loyal customer of 16 years. I am totally finished with them. I will not go back to using any of their services, and I definitely will do anything I can to discourage new neighbors from using their services.
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