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No Sympathy from Cox

Posted Fri October 17, 2008 12:00 pm, by Loraine B. written to Cox Communications - Tucson

Write a Letter to this Company


To Whom It May Concern,

On 22 July 2008, my beloved 52-year-old sister passed away, at the time the death was unattended so the cause of her death was unknown for almost 5 weeks. In the meantime we contacted as many businesses, doctors, etc. etc. and with all with whom we has spoken was very sympathetic and put her accounts on hold until they were able to get a death certificate.

But when it came to Cox, these people were unsympathetic uncaring, rude, and downright ignorant. When I called Cox to let them know of her death they told me that they needed a copy of her death certificate. I explain to them that she had died within the past week and that she was at the corners office and had no idea how long she would be there. I was told there was nothing they could do for they had a policy in place where they would not put her account on hold, cancel her account etc. etc. because the call may be an anonymous call and her service could be interrupted, and I fully understand that anybody could make an anonymous call.. I told the person I fully understood what she was saying that I could not get a death certificate until she was released from the corners office and again I was told there was nothing they could do about it. I went on to give them the corners office telephone number, the funeral home's telephone number, so that they could confirm her death and to discontinue her service and pick up their equipment. Their response, "That is not our job", and the resistance from these people was unbelievable.

I called again to tell them, to pick up their equipment and again they needed a copy of her death certificate and once again, they were told she was still at corner. It was made very clear that a charitable organization was going to be coming in and picking up the remainder of her property and that I would not take responsibility for their equipment, I felt that they were being stubborn and very unreasonable. I call two more times can get the same results and kept getting a bill which meant that her empty apartment was still operational for the telephone cable TV etc. etc.

After eight weeks, I finally received her death certificates and I immediately sent Cox a copy of her death certificate but the bills kept coming and coming and coming, so I called and talk with a supervisor. I tried to explain to him that a death certificate had been faxed and then and he confirmed that they had received the certificate, so I asked him why I was still getting to bills one right after another and defeat please put a stop to them. His comment was to me where the equipment was. I tried to explain to him what had taken place in the weeks prior so he suggested that I take and go around to each one of these charitable organizations and try to find his equipment, I was shocked at the response I got from him. Again, no sympathy all he could think about was getting the death certificate sooner (as if I could make one materialize out of thin air) and in his equipment. He made it very to me it was my responsibility to return the equipment back to Cox, I asked him if Cox set up the equipment and he told yes I replied then it was Cox's responsibility to pick up the equipment within the allotted time I had given them. Well one thing led to another words were said and once again, he made it very clear that bills would continue until he got his equipment. Cox has to make some serious changes when it comes to dealing with family members who have lost a family member and is doing business with Cox.

I fully understand why they have their rules set in place but they give the impression that they do not care to come up with something else to make it easier for family members, my goodness all they had to do was make a phone call to verify that a person is dead. They couldn't call the manager the complex she was living in, they could have called the police department, they could call the corners office, they could have called the funeral director, they had my full name and address and telephone number, what more do they want.

For those of you who are doing business with Cox beware if you should happen to lose a loved one because you are in for a hell dealing with these people.

Leave Loraine's family lone.


Reply



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by Enjoying the fall Posted Tue October 21, 2008 @ 2:48 PM

I could go so many different ways with that title. I will just stop
now before this posting gets removed.

Reply

by RedheadwGlasses Posted Tue October 21, 2008 @ 9:25 AM

"I asked him if Cox set up the equipment and he told yes I replied
then it was Cox's responsibility to pick up the equipment within the
allotted time I had given them."

I agree. At this rate, ignore the bills. Who cares about her credit
rating? Screw Cox. I hate cable companies!

Reply


But can't by MA Cunningham Tue October 21, 2008 @ 3:03 PM


No, they can't go after the executor by RedheadwGlasses Wed October 22, 2008 @ 9:35 AM
by CoxTech1 Posted Mon October 20, 2008 @ 10:02 AM

Like many others here I would first of all like to apologize for your
loss. As far as the account is concerned plesae feel free to email me
at hrd-hsi.newsgroups@cox.com and I'll see what I can do to assist you
further regarding this matter.

-- CoxTech1

Reply

by cissy Posted Sat October 18, 2008 @ 10:04 PM

I would think once the required certificate was received all charges
would be erased. Especially since you called within days of her
passing. The equipment could have been picked up by a rep. I
sympathize with your loss and commend your diligence in dealing with
her affairs. I wish the best.

Reply

by dulynoted (aka duttycalls) Posted Sat October 18, 2008 @ 12:36 PM

I am sorry for the loss of your sister and I understand how hard it is
to handle these things after a death such as this.

Cox leases the cable box/equipment to the customer and since you were
handling your sisters affairs Cox should have told you that once they
recieved a copy of the death certificate they would cancel the service
but would still require that thier equipment be returned.
You needed to set up a specific time for them to come pick these items
up or you could have taken them to Cox and had yours sisters account
permanently closed.

Personally I think this supervisor could have been a bit more
sympathetic since it seems you did not understand about returning the
box/equipment.
I hope you will hear back from someone who can dismiss this account.




Reply

by Donno Posted Sat October 18, 2008 @ 12:04 PM

I ma very sorry for your loss.

I read this with some surprise, because I handled all my mother's
account cancellations when she passed, and had no problem.

The first thing that surprised me was it took *eight* weeks to obtain
a death certificate. I got my mother's in two days.

I am a little on the fence because I don't understand why it took so
long to get the death certificate. I had them available for anyone
who asked for my mother. I was able to fax copies if not hand them in
person.

I can see that you understand *why* they asked for a death
certificate, but you are understandably upset as to how this was
handled after you said it was unavailable. They should have had a way
of handling this situation given the death certificate was
unavailable. I am sorry you went through this during this difficult
time. Time will temper your frustration with this situation and you
will be left with the long term memories of your sister.


Reply


Death Certificate.. by Scare D Cat Sat October 18, 2008 @ 2:00 PM

by Kitty_Cat Posted Sat October 18, 2008 @ 9:02 AM

Loraine, I am very sorry for your loss.
My advice to you is to ignore Cox. Open one final bill to make sure
they have discontinued service, and then send the rest of the bills
back to them unopened, marked deceased. If they have not discontinued
service make sure they do. No matter what they tell you, they can do
it even if you have their equipment. If they really want the money for
the equipment let them sue your mother's estate, if she has anything
of value. If she doesn't, they can't get any money, and if she does,
then you can raise the issue that they wouldn't come get the equipment
in the time frame provided to them. They can't come after you for it,
so don't let them trick you into thinking that, and most likely they
won;t go after you mother's estate.

Reply

by Scare D Cat Posted Sat October 18, 2008 @ 8:51 AM

I'm very sorry for your loss. You should send a copy of this letter
to the agency that governs utilities in your state. In NY, it's the
Public Service Commission but I'm not sure what it's called in your
state. I would also copy the Attorney General in your state as well.
They failed in so many ways here and need to be held accountable.

Reply

by Chris M Posted Fri October 17, 2008 @ 10:02 PM

Cox acted very out of line here, at many points.

Calls like this should just be routed right to a supervisor who can
make decisions outside the bounds of call sheet directions.

Can you just let it "ruin" your sisters credit and let the bill sit
there forever? Or do you think they will try to collect it from the
estate?

My mother had to fight a couple utilities forever upon the death of my
uncle. They kept calling and hounding her for his bills. It was
insane and rude then also.

Reply


by Casmly Posted Fri October 17, 2008 @ 7:14 PM

This is unbelievable! The VERY least that Cox could have done was to
assure you that they had noted the account and that once a death
certificate was provided they would dismiss the charges.

It sounds as if you did indeed inform Cox that charities were coming
to take property from the premises, so they needed to retrieve their
equipment by a certain day. I see absolutely no reason they couldn't
have required someone be on site as they took the equipment away
(which they would have to do anyway, as they would need a means of
getting into the house). That to me is as good a proof as any that
the home owner is "agreeing" to have their service disconnected.

Sorry about your sister! I'm sure it's an awful situation to go
through!

Reply

by Bill R. Posted Fri October 17, 2008 @ 5:33 PM

Loraine B.,

Sorry to hear of your loss.

I hope that Cox gets back to you in a timely manner.

This past June when my mother-in-law passed away and all I did was
call the providor, Time Warner Cable, tell of her passing and
requested termination of the service. I was told the signal would be
disconnected with 24 hours ( which it was ) and their poleman would be
onsite 3 days out to do his thing. I just so happened to be there that
day and spoke with him.

All in all TWC seems to have stepped up to the plate in our case and
COX could take a few lessons from them.

Again, sorry for your loss.

BillR.

Reply




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