I've been a loyal Cox customer for many, many years. I've moved to different homes and always returned equipment upon moving out.
When I moved from my home on, I called to disconnect my services and was told to "leave the equipment at the residence". I told the representative that sounded strange and asked her if she was sure. She said, yes. She added that there is no cost for non-returned equipment so I'd be fine.
A few weeks later, I received a bill for $200.
Naturally, I called Cox to explain. I was told at that time that I was only supposed to "leave half of the equipment a the residence and return the other half". I explained that I did what I was told, that I'd sold the house, and a new family lives there. I was then told there was nothing they could do and I was responsible for the payment.
I then called my realtor to get in touch with the new home owners who told me they went with Cox service as well. They shared that Cox rep installed their Internet with a new modem and took the old modem with them. I call Cox back to explain this and was told they would "submit it a form" to try to locate the equipment.
I called back several times to follow up on this and was either told that no form was submitted or that a form had been submitted but the equipment was not found.
Today, I received a notice that if I don't pay the $200, my account will be sent to a collections agency and this will negatively affect my credit. I cannot believe this is happening.
It has causes so much stress! If I would have been told to return the equipment, I would have... just like I have every time in the past. I did exactly what I was told by the Cox rep in leaving the equipment at the residence.
After countless calls to Cox, I'm being told that I'm responsible for the fee and that no one can help me. Now I'm being threatened with collections.
User's recommendation: When moving out, get all instructions in writing. Note that customer service will not help you. They will blame you.
Monetary Loss: $200.
Preferred solution: Full refund.
Cox Communications Pros: No resolution.
Cox Communications Cons: Deceptive business practices, Threatened.
Location: Goodyear, Arizona
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