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peted

join:2012-03-16
Tulsa, OK

2 edits

[ALL] Billing Issue, last attempt to get some help.

In December I had suspicious activity on my checking account (the account that was tied to my Cox auto-pay) .. my bank cancelled my bank card and issued me with a new one.
I forgot to update my bank details with cox and my transaction (with my old account number) was declined ....

(This was my fault .. I accept all responsibility for this)

I contacted Cox and explained the issue and gave them my new card details ... they ran my new bank card, took payment and all was good .... until my next billing period ...

Cox once again contacted me telling me that my card had been declined and that I needed to get in touch with them .. I called and we quickly established that the agent that I spoke with had not updated my autopay details with my new card. Cox apologized, ran my new payment details, took their money and they updated their records for my autopay.

Fast forward to this month, once again .. a call from Cox ... my payment had been declined yet again. I phoned and was transfered to "collections" who informed me that my bank had declined the transaction .. and they also told me that because I had now had three declines on my account that they could no longer take a payment over the phone .. the only way that I could now pay my bill was via cash in person at a cox payment center.

I called my bank .. who told me that the payment was declined because cox did not provide an expiry date/or provided an invalid expiration date for my card when they requested payment.

Another call to cox .. and the lady I spoke with told me that "Cox cannot run a payment through our system without an expiration date .. so the bank is wrong."

A follow-up call to my bank .. and they told me once again that the payment was declined as cox had either not provided an expiration date, or that the date they had provided was wrong.

Once again .. another call to cox .. and I was told that "we used the exact same details that we had on file from your last successful payment . so the issue is not our side .. the decision stands, you are now on "cash only"

1. Two of the three declined payments on my account are because of Cox's inability to process a payment correctly, I do not feel as though I should be punished for this.

2. My bank have informed me that the issue is 100% a problem with the details that cox entered on the payment request. I have money in the account and the card I used was valid,

3. There is no way that I will be making a trip into a bank each month to get cash and then into a payment center to pay a bill in order to keep my service.

I am writing this in the hope that someone at Cox can help me resolve my billing issue before I just go ahead and cancel service and switch to AT&T .. I would rather not, I have had service with Cox for 12+ years now and have never had a payment issue in the past (not even a late payment) .. but I feel as though I am being backed into a corner here.

Can anyone please help me resolve this issue?

Peter Delves.


m8trix

join:2003-12-24
Phoenix, AZ
kudos:4

have you even tried logging into your bill pay on the cox website to see what is setup,on there you can see your payment info



odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:11
Reviews:
·Comcast
reply to peted

PM your modem MAC to me, I'll see what I can do.

It sure sounds like the new expiration date on the card wasn't updated when the new card number was put in. IE we are trying to use the new card number with the old expiration date.

Either way you want to pay your bill and you should be able to.


peted

join:2012-03-16
Tulsa, OK
reply to m8trix

Yes - Did try that, I just have a message telling me

"We're sorry for the inconvenience, but we cannot accept a payment from your checking account or credit card. Please make your payment in cash at any Cox Retail Center.

For more information or to discuss your payment options, please contact customer support."

:0)


peted

join:2012-03-16
Tulsa, OK

1 edit
reply to odog

said by odog:

PM your modem MAC to me, I'll see what I can do.

Thank-you.

Will PM MAC now.

:0)

edit : PM Sent - Thanks in advance for any assistance odog, it really is appreciated.

peted

join:2012-03-16
Tulsa, OK
reply to peted

Update for those having similar issues :

Problem resolved thanks to odog.

Cash requirement removed and easypay access reset.

:0)



odog
Cable Centric Vendor Biased
Premium,VIP
join:2001-08-05
Atlanta, GA
kudos:11
reply to peted

It wasn't only me! I'm just a piece of the puzzle.