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New Contributor
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Bill Delivery options changed without my consent or knowledge. Late fee ensues.
For the first two months of service with Cox I received a paper bill by mail. However, on the third month, Cox changed my account to "paperless billing" without even so much as notifying me of the change.
So when the bill was due I was expecting to get a bill by mail as with the previous two months but it never came. Now I have a late fee because I was apparently suppose to log in and pay via credit card even though no one told me that was the case.
How was I expected to know Cox would change my account settings without my consent or even so much as notifying me of the change? I'm a new Cox customer and quite frankly this is a pretty big slap in the face right off the bat. I hope this isn't typicality how Cox communicates with it's customers because I frankly don't feel like having to babysit my internet provider to make sure they don't pull the wool over my eyes and change something.
I have since changed my settings BACK to paper billing and have paid all bills to current date. However, there is still a $5 late fee on my account to deal with. Now 5 bucks isn't going to break my bank, but due to the ethics of how the late fee was occurred and the poor customer survive I have received so far I will not be paying it. I'd like to work customer support to get the fee removed as an error since I never received my bill. However, if I'm forced to pay the fee I will be looking in to other internet providers who have a better customer relationship (or at least the decency to not change customer settings).
Becky
+2 more
Moderator
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Hi BHa,
I'm not sure what happened in this case, but Cox will never change your account settings without your consent or without notifying you of a change. Had we changed you to paperless billing, you would have received an email confirmation with a subject line of "Bill Delivery Options Updated." Did you receive an email from us?
Also, you are not required to pay your bill online with a credit card. You can pay in person at our different payment locations, over the phone through our automated system, over the phone through an agent, online at the Cox.com website, or by mail. To see the different payment options available to you, click here.
Whenever a Cox agent makes a change or even views any of your account information through our system, the system tracks the agent's footprints. If you would like me to take a closer look at your account for you, please email your name and full address to coxhelp@cox.com. For reference purposes, also copy the web address for this page (http://forums.cox.com/forum_home/general_forum/f/9/t/693.aspx) and paste it into the email. I'll also see if there is any assistance I can offer regarding the late fee.
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BHa
New Contributor
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Thank you for your reply.
I did an email search for "Bill Delivery Options Updated" and only found the notification of me changing my settings back to "Receive statements in the mail." None the less my first two bills came in the mail so somewhere in the mix to changed to online pay (Possible when I made my username/password online?).
I'll send the email with my account info so you can look at it. I'd appreciate it if you'd look in to the late fee.
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