Cox Communications
Reviews and Complaints

I had a foster child that ran my bill up April/May 2010. Cox terminated cable and internet services phone services remained on and a secondary account was created so that phone service would remain on. They would not work with me for a payment arrangement. So I returned the equipment and again the representative at the Cox location created a second account for the phone service alone account number beginning with 002. I made payments to the 001 account on the following dates 5/14; 5/28; 6/11; 6/25; 8/6; 8/20; 9/36; and final payment on 9/17. I made payments to the 002 account on 6/25; 7/9; 7/23; 8/6; 8/20; 9/3; 9/17; 10/1; 10/15; 10/29; 11/12; and various dates through the end of February 2011. I had a credit balance on this account of $29.48 which on June 16, 2011 Cox moved this credit to the charged off amount of $99.17 by way of a statement as "new charges." Effective March 2011 I had my phone transferred to Verizon due to the consistent billing problems with Cox Communications. On Saturday, July 2, 2011, after speaking with the Billing account Rep LaQueida, Billing Supervisor Ninfa after being placed on hold for a very extensive time for them to review the account These two persons have found and acknowledged that Cox continued to bill charges to the 001 account which was closed the end of May or beginning of June 2010.At the same time that the 001 account was closed, a 002 account was created for my phone service to remain active and all billing for phone services from that day forward would be billed to the 002 account. The representative at the Cox Communications Center told me at this time to begin using the 002 account number which I did for the phone services and I have payment histories to prove this. Cox continued to bill what they considered long distance charges to the 001 account as they were made prior to the creation of the 002 account. Which I was fine with once I called and inquired as to why charges were still accruing to this account. The balance owed on the 001 account I made bi-weekly payments until the balance given to me was paid in full with the last payment sent electronically on September 17, 2010 in the amount of $43.50 during this time the charges for the active "phone" the 002 account were being made timely. With all balances on the statements paid. I even had credit balances where I paid more than the monthly balance due on several occasions. When I pulled my credit report in 2011 I found that there was a charge off bad debt on my credit report. When I called Cox Communications to inquire what this was they informed me that it was for charges made on my telephone on September 2010 and it is showing that these charges were billed to the 001 account which to my knowledge was a closed account. I asked on numerous times throughout my conversations why were these charges billed to the 001 account which was a closed account and to this day cannot get a logical answer. I have asked them to remove the charge off from my credit report and allow me to pay the balance off as it was their administrative error that the amount was not billed to the proper account so that I could have made timely payment on the said charges. They are not willing to remove the hit from my credit report but they would still like payment. When I pay this bill amount I still have the hit on my credit report which still counts against me even though I have paid my bills that I knew about with the account numbers given to me by Cox Communications. This non willing attitude from the representatives from Cox Communications is the exact reason that I left them altogether and wen to another provider. Billing Supervisor transferred me to the collections department and I spoke with a Ms. Campbell who assured me that if I paid the bill the hit would still remain on my credit report after stating that she understood my point of view but there was nothing that she could do. She told me that she would have her Supervisor call me back within 24 to 48 hours and that the person returning my call would be either Ms. Watson or Ms. Moore and at the same time she would send my concerns to the Cox Corporate Liaison Ms. German who would also contact me so that I can discuss this further. Remedy requested: Allow me to pay the balance owed and remove the charge off from my credit account as it was an administrative error on behalf of Cox Communications billing the wrong account (001) which I paid off. This pay off was verified with a representative upon receipt of last payment from balance given to me in May 2010 at the Cox Communications Service Center. It was not my fault that it was billed to another account as I made payments to my phone account as billed by Cox. They are NOT willing to work with me on a reasonable settlement for their error.