Updated January 1, 2016
Cox Communications (“Cox”) provides you this notice to inform you of your rights regarding claims of Unauthorized Telephone Changes (“Slamming”) and Unauthorized Telephone Charges (“Cramming”) on your account. The term “Slamming” is a term used to describe what occurs when a customer’s long distance service is switched from one long distance Company to another without the customer’s express permission. The term “Cramming” is a term used to describe a practice in which customers are billed for services that they have not ordered.
Cox is prohibited from changing long distance telecommunications service to another company without your permission. If Cox switches your long distance provider without your permission, Cox is required to pay all charges associated with returning you to your original long distance provider as promptly as reasonable business practices will permit, but no later than 30 business days from your request. An unauthorized long distance company shall absolve you of all unpaid charges, which were incurred during the first 90 days of service provided by the long distance company. If you incurred charges for service provided during the first 90 days of service with an un-authorized long distance company, that company shall forward the relevant billing information to your original long distance company. Your original long distance company may not bill you for unauthorized service charges during the first 90 days of the unauthorized long distance company’s service but may thereafter bill you at your original long distance company’s rates. If you have paid charges to the unauthorized long distance company, the unauthorized long distance company must pay 100% of the charges to your original long distance company and your original long distance company shall apply the 100% as credit to your authorized charges. If you experience an unauthorized change to your account, you can contact the unauthorized long distance company to request the service be changed back in accordance with Arizona Corporation Commission Rule R14-2-1907.
Cox is prohibited from adding products and services to your account without your permission. Cox is required to return the service to its original service provisions if an unauthorized charge is added to your account. Cox shall not charge for returning you to your original service provisions. Cox must refund or credit, at your option, to you any amount paid for any unauthorized charge. If any unauthorized charge is not refunded or credited within two billing cycles, Cox shall pay interest on the amount of any unauthorized charge at an annual rate established by the Commission until the unauthorized charge is refunded or credited.
If you believe you have an unauthorized change or charge to your account, you may contact us at Cox Communications, Attn: Executive Resolutions, 1550 W. Deer Valley Rd., Phoenix, AZ 85027. Residential customers can contact us at 888-751-9138. Business customers can contact us 866-272-5777. If your issue is not resolved to your satisfaction, you can report unauthorized changes or unauthorized charges to the Arizona Corporation Commission, 1200 W. Washington, Phoenix, AZ 85007 or at 1-800-222-7000 or contact the Commission via its website at www.cc.state.az.us.
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