HOME SHARED LETTERS RATINGS MY PLANET COMMUNITIES MISSION SIGN UP!
Shared Letters

Join and browse our exclusive open discussion forums and talk about whatever you like.

Channels
» The Suggestion Box
» Company Responses
» PFB Feedback Line
» Consumer Podcasts
» Mommy Talk & Daddy Dialogue ™
» Shared Letters


Newsletter

Sign up for PlanetFeedback's "Consumer Café" email newsletter!





Customer Support / Cancellation Issues

Posted Tue November 4, 2008 9:27 am, by Sajjesh G. written to Cox Communications - New England

Write a Letter to this Company


I called Cox Communications. I wanted to cancel my account since i as going to try FIOS which recently came to my neighborhood.

I have a COX bundle (Internet, TV and Phone). When i told them, i wanted to cancel because i want to go to FIOS. I had to call twice. Both the times, the customer support was very rude and was trying to tell me that i do not know what i am going to get into and that verizon cheats. When i said i have done enough research, one of them said he knows better.

With COX,I pay $137 including taxes in total without unlimited phone calling to any state in USA & Canada and only 10mbps internet. With verizon, i will get both unlimited calling and 20MBps for the same price. The customer service mentioned that hey can offer the same for around $150 and i have to sign a contract. I asked why i would do that when i am getting the same for cheaper..they kept on telling me that i know nothing and verizon are cheats.

After sometime, since i was not giving up, one said..."if you want to cancel, go to the cox office and return the equipment...is there anything else" in a rude tone. Throughout they were very rude and arguing with the customer.

Also, the second person i talked to mentioned i have to pay $100 for breaking a contract. When i asked when i signed a contract, they said it is a "verbal contract". when i started this service, they said this plan is not a contract. It is to guarantee that price will not change for one year. after that price can change. They told me i can cancel anytime. Now they want $100 for breaking contract...

I asked the support person to take the recording when the sales guy signed me up to prove that no one mentioned it to me, the person replied we record only 6% and he cannot help that.

They kept saying verizon are cheats, i know nothing when they themselves are big time cheats and manipulate.

I cannot pay $100 for what they say it is a verbal contract (which was not mentioned anyway).

I would like to see the customer support little more polite. When a customer calls and wants to cancel service, they should not give such a hard time.


Reply



Log In/Create an account | 4 comments
     Add to your del.icio.us  del.icio.us    Digg this story  Digg this  
PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.
by Tanes K. Posted Mon January 17, 2011 @ 9:42 PM

I do have the same problem when I tried to cancel the contract. COX
said I am breaking the contract and the fee will cost me to pay 5
years service and I can cancel the contract. The service cost me aroud
$100 dollars per month. The sell representative said I can always
cancel the agreement sine the agreement is just to guarantee the price
is not increasing.

Reply

Re Cox Cable by boxboy Sat June 18, 2011 @ 2:06 AM
by CoxTech1 Posted Tue November 4, 2008 @ 1:06 PM

I apologize for any issues you have with our billing department. If
you would like me to try and assist further please email me at
hrd-hsi.newsgroups@cox.com and I will be happy to research this
further for you.

-- CoxTech1

Reply

Good job, Cox! by mikedthornton Tue November 4, 2008 @ 1:43 PM




Home | Shared Letters | Ratings | Login | Communities | Categories | RSS | Contact Us | Terms & Conditions | Privacy Policy | FAQ
Copyright 2014 © All Rights Reserved PlanetFeedback.com | Web by Cicada