To Whom it May Concern, *We have had our internet, phone and television service with Co...

GetHuman-caltontf's Cancel or change services issue with Cox Communications from June 2019

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The issue in GetHuman-caltontf's own words
To Whom it May Concern, *We have had our internet, phone and television service with Cox since the beginning of this year (****) after previously having service through DirectTV and Dish over the past many years. Our account number with you is ************* and the service address is **** N. Kachina Circle, Mesa AZ *****. Here is a little of our history:**In January, when we had the installation done, we asked for the TV service to be connected to two television sets in our home. When the installer came, he said that the order was only for one and that we would have set up another appointment for the other TV. We had to wait another two weeks to have the second one done and we were then charged for the second service*installation fee even though the mistake was on your end and not ours. After some time and hassle, we finally got that install. When we ordered the service we told the representative that we would be leaving over the summer for about three months and he said that we could put the package on hold while we were gone and that we could then resume it upon our return. While, as is life, our plans have changed and we are leaving next week to care for elderly and ailing parents in Utah and Montana and don't anticipate returning until the end of September. In accordance with these changes in plans, we are also planning to do a complete remodel of our home in our absence (during July, August, and September) and wanted to have Cox hold their equipment so that we didn't have to store it with all of our household belongings.**When we called "Customer Service" to find out about this "vacation hold" option, we were told that it could be done at $** per service totaling $** per month AND that we would need to store the equipment ourselves. We were also informed that there is a $*** charge for canceling the service. We were not aware of any of these charges and want to honor the one-year commitment that we made with you even though it would now be an interrupted year of service (January to mid-June and then from mid-October to at least April ****). We could then re-evaluate a renewal around May ****. We have loved the internet service, do not really need landline phone service and feel that the TV package with Contour is a little below what we were getting with Dish. It doesn't really make sense to us to pay $*** for vacation hold (and since it is now due to a family situation rather than just going on vacation, we feel it's an absolute necessity to be away from our home at this time) AND to have to store your equipment with our belongings makes it more challenging to preserve your equipment in its proper condition. It seems to make better sense for us to simply pay the $*** cancellation fee and return your equipment at this time and then decide later this year if we want to continue to use your services. We don't have a track record with you but have been diligent in payment with both you and the two previous companies we subscribed with - bottom line, we feel like we are good customers who are now caught in a different situation than planned and are trying to work out a resolution that would be agreeable to both us and you. **Thus, we welcome any further customer service that you can graciously extend to us. If what we have written in the previous paragraph is all you can do, thank you for your time. If we can work something out, thank you very much for this consideration. We look forward to hearing from you either via return email or by personally calling one of our cell phones listed below. *Thanks again, Terry & Renita Calton *Contact information: *****@***.com* Terry Cell (***) ***-**** or Renita Cell (***) ***-****

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Cox Communications

Cancel or change services issue
Reported by GetHuman-caltontf
Jun 6th, 2019 - a year ago
Not resolved
Seen by 4 customers so far
Similar issue to 1204 others
0 customers following this


GetHuman-caltontf started working on this issue
Jun 6th, 2019 2:11pm
GetHuman-caltontf indicated the issue is not fixed yet.
Jun 6th, 2019 11:46pm