| rev:text
| - I paid early and in full my Cox Communications bill on 15Apr2014. Additionally, I advised Cox on 15Apr2014 that I would be moving out of my apartment on 23Apr2014 and needed to discontinue service. I did everything that was required of me and Cox was satisfied with how my service ended.
Cox made an all-day appointment for 22Apr2014 to collect the cable-box that I was to return to them. I waited all day, but they did not show-up even after I called them halfway through the day to confirm the appointment. Since they no-showed, they opted to send me a postage-prepaid box to my new address and I returned the equipment to them via FedEx. I called a week after I sent it in to confirm receipt and was told by a Cox representative that they had not received it. I needed time to find the receipt, so I hung up and looked around for it. Luckily, I still had the receipt with the FedEx tracking number and I called back and gave it Cox. They realized that they had indeed received the cable-box and that agent then said that I owed them for the router. I pointed out that I paid for the router upfront at the beginning of service. After checking, they were out of excuses and conceded that they owed me $61.35. This agent said that my refund should be processed in a few days and sent to me via check. I waited a few days and called back to find out the status. This agent (Carla (sp?) in San Diego @ 1105 Pacific time 06May2014) told me that nothing had been done, but since I paid my bill via credit card, they would issue the refund to my American Express card. She promised to "take ownership" of this situation and guaranteed that I'd have a refund on my card within 24-48 hours. I waited 72 hours and called Cox again. This time, the agent said that nothing had been done and that I would receive a refund via check in the mail in maybe 4-6 weeks. That's when I called American Express and opened the dispute on 09May2014 for $61.35.
The problem now is that Cox claims that American Express charged back the full $87.65 and not only the $61.35 that I disputed and that was owed to me. American Express insists that only $61.35 was charged back and that's the credit I received. I have already spent a cumulative time in excess of six hours on the phone with American Express and Cox both individually and on conference calls with American Express and Cox.
I spoke with an American Express agent on 16Jun2013, who at long last, seemed knowledgeable, experienced and engaged. I have no way to verify the veracity of his claims, but he claims that quite a few telecommunications companies (Cox Cable and Dish Network, to name a few) routinely operate in the manner described above. They intentionally use dishonest practices as a way to penalize their customers. The American Express agent is of the opinion that Cox has deliberately used an incorrect charge-back amount on my account. He claims to have extensive experience with similar scenarios.
The dollar amount is not necessarily the biggest problem here. The HUGE problem is if I hadn't been as thorough in my follow-up, I would have never realized that there was a balance on my Cox account. They charged me $26.30 plus $25.00 returned payment fee even though all of my bills were paid early and in full. What's worse is that it is not immediately obvious that there still was an amount owed on my Cox account. Once logged in, my balance due showed $ 0.00. It was only because I continued to "Recent Activity" that I noticed the incorrect charge-back and the $25.00 returned payment fee on Cox.com. The American Express agent related to me that he has seen many card members end up in collections and their credit score degraded due to how Cox operates.
Shame on you Cox; I'm a customer that always paid early and in full and this is what you do? I can only hope that this helps others before they fall for Cox's malicious scams.
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