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drw's avatar
drw
New Contributor
4 years ago

How do I protest a charge?

Been a Cox customer for 18 years. Recently moved and when I called to schedule a service visit the rep told me if I signed up for Cox Complete Care there would be no charge for the service. I even repeated back to her "So if I sign up for Cox Complete Care for $10/month for 3 months, I won't have to pay the $100 service visit charge?" She said yes.  Cox had to send a service rep twice because the first one didn't fix everything. And then my monthly bill: $200 extra - $100 for each service visit!! I chatted with a CSR who elevated me to a Loyalty rep (?) who removed one $100 charge. When I asked why I should have to pay $100 for misrepresentation by their rep, she did not answer the question and eventually closed the chat - in effect, hanging up on me!

She also said there was no one else I could talk to. I don't believe that. Anyone know how I can escalate this complaint? I do plan to file with the BBB, but who else can I go to at Cox?

  • Allan's avatar
    Allan
    Moderator
    4 years ago
    Hello. The purpose of the Cox TV Support Forum is to allow customers to discuss technical topics related to residential Cox Cable Television services with other customers. If you need help with billing or other account specific issues, or would like to submit a channel request, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Allan, Cox Support Forums Moderator.