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Cable Box Fiasco
I'm wondering if this has happened to anyone else because at this point I feel like Cox is trying to scam me out of money. My husband and I only use TV around football season, so I canceled our TV service but kept our internet recently. When I canceled the TV, the woman I spoke to didn't bother to tell me that we had to return the cable box- she didn't even mention it. ( Maybe it's obvious to most people, but I hadn't set it up and wasn't really familiar with how it worked.) A little while later, I noticed our Cox bill had an extra almost $300 charge. I was very upset and called to ask why this was on our bill; the man told me we had to return the cable box.
At that point, I kind of felt like Cox's policy was just not to mention the whole "return the cable box" thing to people, and if they didn't notice the almost $300 charge, great! The man said he'd send a guy out to pick up the box and then the charges would be taken off. I was somewhat mollified. The technician picked up the box WEEKS ago. On Friday, my husband noticed that we had actually been charged the almost $300 that should have been taken off our bill, so we called Cox AGAIN. THIS time we were told we would have to FAX a copy of our bank statement to them so they could take the charge off.
This is the most ridiculous, disgusting customer service I have ever encountered. At this point I feel like their modus operandi is to cheat people out of large sums of money and then make it so difficult to get the charges reversed, the customers give up and Cox gets to keep the extra money. I will be looking at other options for service providers to get away from this horrible customer service.
Domino
Valued Contributor III
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2.8K Messages
You did agree to the "Terms of Service", part of it reads:
"...To promptly return the Equipment to Cox in good condition and without any encumbrances, except for ordinary wear and tear resulting from proper use, immediately upon discontinuance of Service."
"If You do not promptly return the Equipment or if it is damaged or encumbered, (“Unreturned Equipment”), the damages Cox will incur will be difficult to ascertain. Therefore, You agree to pay, and Cox may charge Your account, a liquidated damages amount equal to Cox’s reasonable estimates of the replacement costs and incidental costs that Cox incurs; provided, however, that such amount will not exceed the maximum amount permitted by law (the “Unreturned Equipment Charge”). This provision and any other provision that by its nature should survive shall survive the termination or expiration of this Agreement."
As far as the FAX goes, it sounds like you pay your bill by "Easy Pay" or EFT. I have ZERO knowledge of those rules.
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ChrisL
Former Moderator
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7.1K Messages
It is true that you will be billed for unreturned equipment when disconnecting service however those charges are removed once the equipment is received. Please check your private messages, I need more information to look into this for you.
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