I have complained profusely about cable companies before, but Cox Communications may take the cake. (By the way, if any cable company should change their name, shouldn’t it be the one that lends itself to dick jokes?). When I moved into my current apartment, it came with free cable. That’s great, except that didn’t include internet or DVR. Both of these have become essentials for me.
So, I had to order it from Cox Cable. We had a great deal worked out and I asked about getting free HBO or Cinemax or Showtime. Most companies offer it free for a few months and I am actually disciplined enough to cancel it when they start charging me. They told me I could get practically everything free for a year with a contract. I told them I couldn’t do any contracts. I knew I wouldn’t be here long, so I refused to get into a contract. My price went up a bit, but we came to an agreement.
Fast forward to today and I call to cancel my service, because I am moving again. The first lady I talked to transferred me. Then, the second person can’t tell me what my final bill will be because they have to calculate the breakage of service fee. I blow up on him saying there is no contract and telling him to prove me otherwise. He asks to put me on hold, so he can check the records. He says the contract is an oral contract saved by their recording devices.
He comes back a few minutes later and says that he will try to waive my fees. I tell him there is no waive because there is no contract. I then start to get pissed about everything and ask to speak to a supervisor. I go on hold for a few more minutes.
The supervisor gets on and I ask for copies of all communications, including voice recordings, to prove that there was no contract. He then stated that they don’t keep the voice recordings for more than a month. I responded that they had no records showing my agreement to a contract. He said that their notes showed that while there was an agreement, they had agreed that there would be no fees for disconnect.
I spent 5 minutes berating him that initially they deliberately claimed I owed a fee, when their records showed I didn’t. Only when I disputed the existence of a contract did they look at their records. I argued that had I not disputed it, they would have charged me the fees. I felt that they try to screw over customers who aren’t as willing to dispute the cable company.
Cox Communications eventually caved and I don’t think I will get the records. The supervisor also tried to argue that they sent me a letter laying out the terms of the service agreement and that it provided the opportunity to dispute that within 30 days. But the fact is that they had absolutely no agreement on my part to any contract.
I would be willing to bet some money that they do this kind of crap to most or all of their customers. I guess that they do it because it most people don’t complain and they make more money. But that’s wrong and someone should sue them for it under a class action. While I had fun being a lawyer today, I’m not willing to go that far.