Cox Communications - service shut off prior to agreed-up cancellation date - poor customer service experience

Posted on Friday, September 27th, 2002 at 12:00am CDT by 6d1bc57b

Company: Cox Communications - service shut off prior to agreed-up cancellation date - poor customer service experience

Category: Other

Complaints.com received the following consumer message on September 25, 2002:

From:

RE: Cox Communications - service shut off prior to agreed-up cancellation date - poor customer service experience

I have a complaint about Cox Communications. My husband called into Cox on 9/23/02 to cancel our service as of 10/10/02. When he called they said that we must return 2 cable boxes, 2 remotes, and 1 high speed modem. My husband then called to tell me what needed to be done. I then told him that the modem is not Cox's, and that we had paid full price for the modem when we bought it at the store. We did not owe them the modem. I placed a call to Cox and told them that the modem was mine and that I would not be returning the modem when I returned the boxes and remotes. When we returned home from work on 9/24/02 we found that our cable service had been turned off. We were very frustrated because we both had specifically made a point to confirm that 10/10/02 was our shut off date and here they had turned off our cable and internet services. We placed a call to customer service and they said that the earliest they would be able to restore service would be 9/30/02 and we would have to be in our home when this was done. This is impossible because we both work on weekdays and for one of us to be home on Monday is unlikely. We asked to speak with managers and the lady who took the information in the first place. We were then told that they didn't know why our services were turned off because in the paperwork it said 10/10. They have now changed the turn-on date to Friday 9/27. This is still unacceptable because we would still have to be home for them to turn it back on. Also we will be losing 3 days of service with no type of compensation. Cox Communications customer service and satisfaction is horrible for us and I would not recommend them to anyone. I would also let buyer beware. This is a very unpleasant situation, especially since I am taking some online courses using their internet services. Very unacceptable practices against us by Cox Communications. Thank you,

Jessica Smith


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