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abylara1234's avatar
abylara1234
Visitor II
28 days ago

Disconnection fee

Well first of all I'm one month behind my bill I just haven't been able to get back on my feet so I've been making my past due bill for at least 3 months so they were charging me 6 dollars for been late which I understand last month I got disconnected around the 25th or 26th so I paid the pass due balance to get reconnected even though it wasn't supposed to be cut off until the last day of the month yesterday I was about to pay it again but I noticed that the 6 dollars turned into a26 dollars charged so I contacted them and they told me the 6 dollars was for been late and 20 for reconnection and that I am scheduled to be cut off again on the 25th of this month so I asked them why?

when my bill does not dues until the last day of this month  it wasn't really my fault  my bill was cut off last month because wasn't due until the last day of the month but they went ahead and cut me off almost a week before due time so they said they were going to waive it at this time I had to get back to work so I got disconnected from the chat ok this morning I went to pay it again and I still see the 26 dollars  on my bill I just contacted them again I was greeted that I got the right person to fix my problem so as soon as I was done going through everything again they sent me a link telling me to go there to fix my problem that their system went down I'm like are you serious right now  and they replied Me back right away saying our system is down I'm like why are we still talking then if you system is down don't make it any sense any way my the bottom line I don't think I've been treated fairly because even tho I'm late they still getting pay for me been late I got cut off a week before due date and I'm scheduled to be cut off again a week  before due Date .......

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  • Shariel's avatar
    Shariel
    Moderator
    28 days ago

    Hi abylara1234, I am sorry you're having financial troubles at the moment and that this was your experience when reaching out. With your bill, you have your original due date and a grace period up until the new bill prints. After that the late fee is charged. After that, the service can be interrupted at anytime so there is no specific date that you can count on outside of the 2 mentioned above. The due date you're mentioning is the due date for the new bill not old. You can make payment arrangements online or reach out to our Collections Team directly for an extension. However, Forums was created for community assistance and this is not something they can assist you with. Please send us an email to Cox.Help@Cox.Com with your full name, address and link to this forum for help.