Not resolved
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money

Hi Mr, Wise,

I have been a Cox customer on and off for at least the past 10 years. I have spoken to customer service, escalations, collections, and billing on this issue and I have unable to get it resolved. I am reaching out to you in an attempt to resolve this issue.

In 2011 I was a customer of Cox in Chandler, AZ with TV/Internet service. When I cancelled my service due to moving to a location without Cox service I was contacted by a Cox employee in the area who offered to pick up the Cox cable box that had to be returned. I later was informed that he was a contractor for Cox. He picked up the box and gave me a hand written receipt. Approximately a year later in 2012 I was contacted by a collections agency informing me of a balance of $527 due to unreturned equipment. I still had the receipt so I went to a Cox store in Tempe, AZ to clear up the issue. The employee at the store was given a copy of the receipt and told me that the Cox contractor who picked up the box inverted a couple numbers when he wrote the serial number on the receipt. I was cleared of collections at that time since Cox was satisfied and proof was provided.

In 2014 I was again contacted by a different collections agency and asked to pay $527 for unreturned equipment. I contacted Cox customer service and explained what happened in 2011/2012 and the collection was erased.

In September of 2017 I was contacted by another collections agency and again asked to pay for unreturned equipment... I contacted Cox again and was promised by the employee that this was the last time I would have to deal with this...

Last week, March 2018 I was contacted by Convergent Collections and told that Cox sent them my collection for $527 for unreturned equipment... last Thursday I was on the phone with Cox for 3 hours! Hung up on twice and called a liar by somebody in collections. I escalated the issue last Friday and told was contacted by Karen who informed me that there is no evidence to back up my claims and calling me a liar and I owe Cox for the unreturned equipment...

The equipment was returned as I have explained many times over the years. The issue I’m having now is I am purchasing a home and have $16,000 is escrow that I am in danger of losing thanks to this latest bogus collection! I do not know what to do at this point in time, my credit score which I worked so hard to raise up to buy my first home has dropped 70 points due to this issue... I am not paying for equipment that I returned and proved that I returned many years ago. No loyal customer deserves to be put through what I am being put through. I am a current Cox customer and over the years I have returned equipment 4 different times on different accounts I owned. I don’t know what the problem is with this time!

Product or Service Mentioned: Cox Communications Bundle.

Reason of review: Return, Exchange or Cancellation Policy.

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