After being a Cox customer for 10+ years, I transferred my service through the Cox app when I moved houses. After the move, the new service kept giving us “Welcome to Cox” messaging, which in hindsight should have been a sign that something had gone wrong with the transfer.

A few months later, I started receiving calls saying we owed money. I called Cox, gave my name and account information, and was told there was no balance due and that it must have been an error. Later, I received a letter from Transworld stating that Cox had sent us to collections.

When I called Cox again and explained everything, I was eventually told that a duplicate account had apparently been created during the transfer. Because of that, when I called in previously, the reps were only seeing the active/current account and not the other account with the balance.

The balance was related to a Cox box that had not been returned. I completely understand that the equipment should have been returned, and there was a miscommunication on our family’s end where each person thought the other had handled it. I would have gladly paid or resolved the issue immediately if I had been told there was an actual balance. The problem is that when I called Cox about it before it went to collections, I was told nothing was owed.

I have spoken with multiple managers who said they would try to help get this fixed and have the collection removed from my credit report. Unfortunately, each time, the person I was working with either moved positions, left, or the issue was dropped, and I have had to retell the entire story from the beginning.

At this point, I am just asking for someone at Cox who can actually review the account history, confirm what happened with the duplicate account/service transfer, and help correct the collection reporting. I understand the equipment issue, but I do not think it is fair that this ended up on my credit after I called Cox and was told there was no balance due.

I am hoping this post gets seen by someone who can escalate this properly and help resolve it.

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