Complaint Review: Cox Communications -

Mr. Douglas Garrett , Executive Director, Regulatory Affairs Cox Communications Inc. 6205-B Peachtree Dunwoody RoadAtlanta, GA  30328 Elizabeth Travers / Paul Savoie, FCC File #: 465627 Dear Mr. Garrett:This is to acknowledge receipt of your letter dated August 20, 2015 and received on August 30, 2015. Your letter addresses the loss of the telephone number we have had for 30/35 years. Unfortunately, the loss of the telephone number is only a symptom of what I think is a much more sinister problem.Your letter states that the cause of problem was due to an “order entry error” which is exactly my point; there was not an “order entry error” as there was no order to open a new account in my name or for the closing of my wife’s account. I was told at least six times by different Cox operators that if they spoke with me about my wife’s account Cox would be fined $10,000.00 by the FCC.

How then was the Cox Representative in question able  to close my wife’s account without her permission and open a new account in my name without advising me?s a result of a stroke my wife was left with Global Aphasia leaving her unable to speak, read or write coherently which is why I am so positive she certainly did not authorize anything. At one point I was so frustrated by the Representative’s continued insistence to speak with my wife that I gave my wife the phone and let them speak. As expected the Representative could not understand a word my wife said. She then informed me that my wife would have to go to a Cox Store in person. Something I would not do as she is very embarrassed by her condition.

Why would I expose her to humiliation over something that was clearly not her fault? I would have gladly provided a letter from her doctor attesting to her condition, but that was never offered as an option.After being told, on numerous occasions, by Cox Representative’s that when my wife’s account was closed 401-724-0972 was gone and could not be retrieved.  Your letter implies that, as a result of my complaint to the FCC, Cox rectified the matter. when In fact it was the result of one competent and honest Representative who was empathetic; who prior to becoming a Cox employee, had the same thing happened to her, which indicates to me that what happened was not an isolated incident. She also took the time to retrieve my original telephone number and attached it to the Cox account now under my name. She also informed me that there is a way that my name could have been designated on my wife’s account without closing it. I hesitate to tell you this as I fear that she may be penalized for telling me the truth when in actuality she should be in charge of training your Representatives. I inquirednquired if the Representative who caused this situation happened to receive commissions of some type for opening new accounts? The only answer I received was “I don’t know”.

 This Cox Representative, unlike other Representative’s, was not too concerned with any fines, this one apparently closed and opened accounts without a problem and was also kind enough to sign me up for HBO for some $16.00 a month extra. I would ask that a transcript of my conversation with her is made available so I and the FCC can determine where I authorized an account in my name and where I ordered HBO. For the record, I admit that I willingly gave my information SS number etc. because I believed she was running a credit check before attaching my name to the account which seemed like a prudent course of action. The account was opened (without consent) on August 9, 2015. On August 12^th I received a Cox bill in the amount of $175.82 (copy attached) for three days of service, on top of the $138.00 bill for the account in my wife’ s  name. I contacted Cox and inquired about the charge, at which time I was informed that I owed $16.56 and no one understood why I received the bill. Soon after, I received another Cox bill showing a $190. 00 credit minus the current Cox charge of some $28.00 subtracted from the $190.00 credit leaving me with approximately $170.00 credit (unfortunately I am not able to locate that bill).

At this point our old number had been attached to the Cox account that was in my name. I asked that the Cox account in my name be closed as I had made arrangements to have Verizon installed. After Verizon installed my service I returned the Cox equipment which ended my association with Cox. However, Cox managed to keep my 401-724-0972 number after my switch to Verizon. I was then informed that to get 401-724-0972 back I would have to open a new account with Cox to “activate” the number so that Verizon could capture our old number and apply it to our Verizon account. Even though I begrudgingly opened a new Cox account, as of today, Cox still has not “activated” our original number. As of now, I am paying Cox and Verizon simultaneously for telephone service.s a result of Cox’s actions and inactions we have had well over 100 harassing and extremely obscene crank calls. My wife is now afraid to live in her own home. She constantly checks the window locks and puts chairs against the doors. I hold Cox accountable for this trauma caused to  my wife. n closing, I would say that Cox Communications seems like a company that was started yesterday with untrained staff and undeterred by any sense of ethics. Perhaps Cox should consider dropping the word Communications from its’ trade name.