Cox Communications - Arizona Customer Service Issues

I received an email stating that my McAfee security coverage needed renewal. Contacted Cox customer service and was directed to an agent in Canada who claimed to be a Cox representative. The agent's English was poor and the phone connection was bad. After explaining my issue, the agent mentioned I was already covered under my Cox program. This is the first time I've encountered this issue with Cox after being a customer for many years. I'm uncertain about my interaction with this representative as he lacked knowledge about McAfee coverages and seemed more like someone from Asia, which raised doubts about the accuracy of the information provided. I would appreciate an explanation. Thank you, J. Burke.

I requested to stop my service at [redacted] N 11th Pl, Phoenix, AZ [redacted] on 11/10/[redacted]. My neighbor returned your equipment to your Camelback location. My husband and I left for Florida on 11/11/[redacted] after buying a home in Stuart, Florida. Despite canceling my service, automatic billing is ongoing, leading to an overdraft in my Arizona Federal Savings and Loan account due to Cox bills. During our cross-country move, my crucial documents, such as my driver's license, social security card, and bank cards, were stolen. The theft delayed medical treatment for my broken arm, complicating the process of replacing these dependent cards. Despite informing Arizona Federal of the theft thrice and canceling my debit cards, they still allowed automatic withdrawals by Cox and another utility company. I request a refund as I haven't used Cox services since 11/11/[redacted] and haven't been in Phoenix, Arizona. The continued billing drained my account, as discovered in an overdrawn notice from Arizona Federal.

I've been experiencing issues with 15 channels on my TV that freeze and pixelate. The initial service tech visited on Feb 26 and determined the problem was with the cable outside. Since then, three more techs have come out, each confirming the issue is with the cable line and promising to put in a work order. Despite contacting level two support multiple times and being assured they would follow up within three days, I've heard nothing. I was warned by a senior tech that the problem could worsen with warmer weather, and today, with temperatures at [redacted] degrees, I lost even more channels. I've been patient, but I need a concrete timeline on when this will be resolved. I've been a loyal Cox customer since [redacted].

I recently spoke with a representative from Cox who advised me to contact the loyalty department. However, despite my efforts, I have not been able to reach this department. After spending over thirty minutes on the phone, being transferred to five different people, and dealing with various issues like busy signals and silence, I am frustrated. I am currently being charged $50.36, which includes late fees, for not returning a modem. I actually did return the modem, and I even have a receipt to prove it after a Cox representative came to my home to pick it up. I am distressed by the threat of having my Cox service disconnected, especially at the age of 82 and living in a retirement home where TV serves as my primary source of entertainment. I hope to find a resolution to this matter, perhaps by speaking with someone from the loyalty department. If given the opportunity, I would be willing to pay the outstanding balance just to move on from this situation with Cox.

I was informed that I am under a special price plan for low-income families. I have a child who needs the Internet to complete a school project. However, the service has been disconnected despite assurances that it would not be. It's crucial for my child's 5th-grade class that he completes this project. To my dismay, I was billed $59.99 instead of the agreed $30, and the promise to split my outstanding balance was not fulfilled. I urgently need assistance in reconnecting to the Internet so my son can finish his homework promptly.

I had an appointment on November 15th for an installation, but after being given a different time, they didn't show up. I rescheduled for November 19th between 1-3 pm. After waiting until 3:30 pm, I contacted a live agent who said the technician was running late. They then said the technician would arrive by 5 pm, but that didn't happen. Despite contacting another live agent, I still didn't receive any updates. They claimed they had educated me about something which was untrue. When pressed for clarification, they wouldn't explain. Finally, they rescheduled the technician for next Wednesday, which I find unacceptable. I am considering filing a complaint.