I have had cable and internet services with Cox for 6 months now. This is the second time my services have been disconnected. The first time I called and told them I never received a bill which should have been emailed. They asked if I wanted to switch to a paper bill system and I replied with request for both so I would be sure to get a bill in some way. The representative said that wasn't possible so I asked for paper billing.
A month later I received a phone call informing me that the bill was past due. I called to tell them I haven't received my bill again. The representative said I should have received an email and I replied that I called a month prior and switched to paper billing and she told me it wasn't in the notes on my account. Getting really frustrated at this point I asked if she could please fix this problem and she informed me that she personally went in and set it up the way I asked. She also told me that the late fee would be removed and she was sorry this happened. I was pleased and ready to continue my services.
I received a paper bill a week later. This was 3 months ago and I have not received a bill since. They called again a month later and I told them I can't answer my phone at work to please call my wife because she pays the bill and we still haven't received it. She said she changed the contact number to my wife's phone but they keep calling me, not her. They also still charged me a late fee and reconnect fee. It was disconnected again today and the billing department is closed but I spoke with tech support and explained that this has been an ongoing issue and I'm really unhappy that they can't fix something this simple. She replied that I should have received an email bill and once again I had to say "No, I'm set up for paper billing."
She said she would go in and fix it, then told me when she tried to click paper billing it told her it was already set up for that. Now, how can it be set for both, and not receive either of them? This is completely unacceptable and I'm sure I will be charged another reconnect fee and late fee because their system is faulty. Doesn't seem right to me.