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Collections
After being a Cox customer for 10+ years, I transferred my service through the Cox app when I moved houses. After the move, the new service kept giving us “Welcome to Cox” messaging, which in hindsight should have been a sign that something had gone wrong with the transfer.
A few months later, I started receiving calls saying we owed money. I called Cox, gave my name and account information, and was told there was no balance due and that it must have been an error. Later, I received a letter from Transworld stating that Cox had sent us to collections.
When I called Cox again and explained everything, I was eventually told that a duplicate account had apparently been created during the transfer. Because of that, when I called in previously, the reps were only seeing the active/current account and not the other account with the balance.
The balance was related to a Cox box that had not been returned. I completely understand that the equipment should have been returned, and there was a miscommunication on our family’s end where each person thought the other had handled it. I would have gladly paid or resolved the issue immediately if I had been told there was an actual balance. The problem is that when I called Cox about it before it went to collections, I was told nothing was owed.
I have spoken with multiple managers who said they would try to help get this fixed and have the collection removed from my credit report. Unfortunately, each time, the person I was working with either moved positions, left, or the issue was dropped, and I have had to retell the entire story from the beginning.
At this point, I am just asking for someone at Cox who can actually review the account history, confirm what happened with the duplicate account/service transfer, and help correct the collection reporting. I understand the equipment issue, but I do not think it is fair that this ended up on my credit after I called Cox and was told there was no balance due.
I am hoping this post gets seen by someone who can escalate this properly and help resolve it.
DustinP
Moderator
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1.1K Messages
1 month ago
Hello bukowskijacob,
Thank you for taking the time to share these details, and I'm sorry to hear that this occurred and that you're now seeing a ding on your credit report. Rather than repeating yourself, could you please email our support team at Cox.Help@cox.com and include your name, the address (previous address before the transfer), and please include the URL to this forum comment in your email for us to reference the issue? I believe we can be your one-stop-shop to get this matter cleared up.
As far as Cox equipment fees, if you have retrieved the Cox equipment in question, then that device can be returned to Cox in two ways which would in-turn remove equipment fees from an account. These two options for returning Cox Equipment are available here: https://www.cox.com/residential/support/returning-your-cox-equipment.html. Once an equipment return is processed, the fee can take 24-48 hours to be removed from the account automatically. If the equipment has been returned, then our team will receive your email and help investigate to aid in updating the assigned Collections Agency.
I'm truly sorry to hear that this was not found sooner to address it in a timely manner. I do believe this circumstance could have been addressed for you in a much better manner. We look forward to getting this all sorted out, so you can get back to focusing on what matters most.
-Dustin
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