Forum Discussion

Mpier1's avatar
Mpier1
New Contributor II
4 months ago

Cox Black Friday deal was free phone that wasn't free.

Cox Black Friday deal said sign up for two years and get a free S24 phone free, with approved credit. I was approved only to find out that the phone is financed through Citizens bank under my name for which I am responsible for the payment. Oh but have no fear somehow that account will get credited the payment as long as you are with Cox mobile and after 24 months (two years) it will be paid off. HOWEVER the credit happens for 23 months and I am responsible for the first payment, which for me is $66.68 because I have two lines (thus two phone). Besides all You have to pay taxes on the phones and pay the line connection fee of $10 per phone. So I guess free isn't free after all. I don't like it but I can expect that there will always be death and taxes, I guess even hidden fees. But how is paying $66.68 for a free phone free? I called and also chatted with Cox and Citizens Bank. Both say you have the make the first payment but cannot explain how that is free. Citizens says they only get/do a 23 month payment credit. Cox says that at the end you will see a credit but does not know where that credit happens or who it goes to (Citizens or Cox account). I asked for more clarification and got the same run  around saying its a refund type thing. So I asked if i would get the credit paid to me and they just said no its a credit but still did not say which account or how I verify this in two years. I then asked them to simply credit my mobile bill for the $66.68 then there would be no confusion and they said they could not. I am think of going to the BBB for false advertising. 

The good news is the mobile service so far has been fine. 

  • HTC61's avatar
    HTC61
    New Contributor II
    2 months ago

    Hello Mpier1,

    I have a post "Cox Mobile Discount Deal is a Fraud in Conspiracy with Citizens Pay" that goes into some deal about this scam.  I have spoken directly with the Citizens Bank and Cox Communications Corporate Offices regarding this fictitious loan program.  When talking to Cox or Citizens about the loan they refer to the other side as being responsible.  They set up the program so they can blame each other so neither party claims responsibility for this scam.

    Cox and Citizens have created these fictitious lines of credit as a means of locking the service for 24 months.  The loan balance represents the full amount of the phone including the discount and is supposed to be reduced somehow each month over 24 months.  The first month's payment, no one can come up with a real explanation for it, is supposed to be refunded to you at the end of the 24 months. 

    The absurd reason for this method is that Cox's system is not capable of tracking these service lock periods.  What makes this explanation absurd is that their phone, internet, and tv system is capable of tracking lock periods.  Therefore, in reality Citizen's is performing accounting services for Cox by tracking the remaining discount, but in the form of a loan that the customers are responsible for and impacts your credit score.

    The result of this fraud is that there is a loan in your name and on your credit report with the line of credit amount as available credit and the loan balance.  This loan will have a negative impact on your credit score because not only is there a loan with an outstanding balance and monthly payment, but also the line of credit probably is for an amount greater than the loan balance.  The unused balance of this line of credit will be reflected as available credit on your credit report.  So, you should check your credit score a month after this fraud goes into effect.

    I have also discovered that Cox reps in the stores were intentionally not informed of the details of the financing program.  Obviously, they withheld the information otherwise nobody would sign up for this fraud.

    My next set is going to be referring this fraud to elected officials and regulators in order to see that legislation is passed locally and nationally to ban this kind of fraudulent transactions.

    Good luck.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      2 months ago

      Cox just resells Verizon service. Could be part of the reason they don't train their reps. Up to a little while, Social Media Team didn't even take cellular support issues. I suggest just going directly to the source. If you are looking for something cheaper, then go with a better reseller like Visable. IMO Cox is only good for Internet, and even then only if you don't have a fiber competitor. 

      • HTC61's avatar
        HTC61
        New Contributor II
        2 months ago

        Hello WiderMouthOpen,

        I am not sure if you are related to Cox or not, I can tell you after having probably about 10 hours of conversations with Cox and Citizens Pay Customer Service Supervisors and representatives from both Cox and Citizens Bank's Corporate Offices, each aspect of this fraud is purely intentional.  During my conversations, I have offered multiple legit methods of structuring the promotion that accomplishes their goal of locking the customer for 24 months without screwing the customer.  But they are not interested in doing the right thing.

        Unlike all other providers with a lock and penalty to change providers before the end of the lock period, Cox has made the conscious decision to hold their customers credit rating hostage permanently by creating a fictitious line of credit.  This fictitious loan is in the amount of the entire purchase price of the phone(s), not just the customer's portion.  Therefore, the customer has guaranteed Cox's portion of the purchase price.  If Cox does not make their payment (which is a story for another day) or is late the customer is still responsible.

        At the end of the day, Cox and Citizens have conspired to create a promotion that creates no liability for Cox and places all the risk of potential damage on their customers.  Cox is one of the few companies I have interacted with that has such little regard for its customers.  You can say write what you feel about Cox, but I have been dealing with them and Citizens directly since Thanksgiving weekend trying to resolve this issue, and frankly they don't care about doing the right thing for their customers.

        In regard to being just a reseller of Verizon service, they don't understand how Verizon's services work.  I was in Cabo for four days at New Years and my phone did not work for the four days because when I signed up for the travel plans it was setup wrong.  While in Cabo, I could not even call Cox to fix it.  I had to create a chat with customer service while sitting in my room since there was WIFI.  After spending and hour chatting with customer service, their fix again was not set up correctly, so I still not have phone service without WIFI. 

         

    • LatitiaS's avatar
      LatitiaS
      Moderator
      2 months ago

      Hello C12_,

      Our customer opinions matter.  Please feel free to send us an email to Cox.Help@cox.com for any account related matters.  

      Cox Support Forum Moderator 

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        2 months ago

        Why hasn't this post been locked? This is not a technical question or issue.

  • wls4gur's avatar
    wls4gur
    New Contributor II
    3 months ago

    I had to pay $107 for two iphone 16 128GB and one iphone 16 256GB for the first installment. (Originally what I heard at the COX store was the two 128GB phones for free and the 256GB one for $100. They also showed the price tags on the website. So I will get $4.xx bill for 24 months for 3 devices) Today what COX and Citizen bank are saying is the $107 will be returned as a check within 24 months. What I was frustrated is that it was not what I heard at the COX store or read on the Terms and conditions. The Cox customer service could find any line stating that on the document and the Citizen bank does not know about the refund for the first installment. Something keeps changing from the original ads and what the COX store said. 

    • LatitiaS's avatar
      LatitiaS
      Moderator
      3 months ago

      Hello wls4gur,

      Customer service is very important to us. We value you and want you to have a positive experience with us.   I can definitely understand wanting to get clarification on this matter.  Upon submitting your order, you should have received a confirmation email displaying specific promotion details.  Did your order confirmation match the offer you signed up for?  

      Cox Support Forum Moderator

      • Mpier1's avatar
        Mpier1
        New Contributor II
        3 months ago

        No, I did not get that email. Citizen told me if I miss a payment then it affects my credit. Cox said I am ultimately responsible for the payment if the credit doesn't go through. So I made the first payment because Citizens said Cox will not start the credit until after the first payment. Very confusing. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    4 months ago

    Besides the free phone, what made you go with Cox Cellular? All they do is resell Verizon service who offer better service for cheaper. Cut out the middle man and go with Verizon or TMobile, based on which ever gets better service in your area.

    • Mpier1's avatar
      Mpier1
      New Contributor II
      4 months ago

      I was with Verizon and they are not cheaper. The free phone, cheaper internet and mobile bundle was the lure. The fact that they are on Verizon towers said I should not see much difference in mobile service. 

  • CurtB's avatar
    CurtB
    Honored Contributor
    4 months ago
    • iPhone 16 and iPhone 15: Cox Internet customers can receive the 128 GB iPhone 16 or iPhone 15, without a trade-in, by adding a new mobile line and agreeing to a 24-month device payment plan. Credits totaling $829.99 will be applied over 24 months, offsetting the device cost. Customers must also enable paperless billing and enroll in Cox Easy Pay to qualify.
    • Samsung Galaxy S24: Similarly, customers can obtain the 128 GB Samsung Galaxy S24 without a trade-in by adding a new mobile line with a 24-month device payment plan, offsetting the device cost. Credits totaling $799 will be applied over 24 months. Paperless billing and enrollment in Cox Easy Pay are also required.

    Cox News & Press Releases | Cox Communications

    Where does it say you should receive a free S24 phone with no cost to you?

    • Mpier1's avatar
      Mpier1
      New Contributor II
      4 months ago

      This is the top of one of the announcements I found. 

      Cox Mobile Unveils Exclusive Black Friday and Cyber Monday Deals

      Offers include complimentary iPhone 16 and Samsung Galaxy S24 for a limited time

       

      I should have kept the original flyer that said free phone. This is the fine print but even then it says offsetting the cost of the device which mean no cost to me. 

      • C12_'s avatar
        C12_
        New Contributor II
        2 months ago

        COXMobile BLACK FRIDAY DEALS 
        Galaxy Al₩ is here 
        SAMSUNG GALAXY S24 ON US 
        e 
        NO TRADE-IN REQUIRED 
        EXCLUSIVELY FOR COX INTERNET CUSTOMERS 
        GalaKy Al features by Samsung willbleprovided for fre untilthe end of 2025 on supported Samsung Galaxy devices. Reg's Cox Internet and new mobile line on 0% APR 24-mo. agrmt. Receive 100% of the device cost after bil ledits over 24 mIS. Weleo qualified customers only. Credits start within 3 bils f you cancel, credits stop, and customeris responsible for fl monthly payments for remainder of agrmt. Additional restrictions and charges apply. Learn more at https://www.cox/residential/mobile/deals.html 

  • StephanieS's avatar
    StephanieS
    Moderator
    4 months ago

    Mpier1 I'd be more than happy to look into this for you. Please send me an email at cox.help@cox.com and include your full name, address and a link to this Cox Forum's post. Thanks!