Help Cox "AGENTS" know nothing about ACP benefits.
I have been trying for almost 4 weeks to re-qualify for the ACP benefits. Every agent I talk to keeps giving me the same website cox.com/acp And I keep telling them there is no link for me on that page, All it says is I am no longer in the program and if I think it's an error contact Cox. That's what I do and they keep giving me the runaround. Now they've been telling me for a month that ID.me was going to contact me to verify myself and that has not happened. Id.me finally email me back it told me I will get directed to id.me after I reapply on the Cox website. Please if anybody understands my issue and can help I'm begging. Both of my sons depend on tablets that require Wi-Fi to communicate. I'm a one income family, that $30 a month would make a huge difference.317Views1like1Comment
Anyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending
Extremely frustratedand saddened at the treatment and lack of knowledgeby some Cox employees. I called requesting to speak to the ACP dept. I have spoken to them in the past and the gentleman told me there were two specific people assigned to these accounts. I do not know why the agents act like they have no idea what I am talking about, its a secret & refuse to provide the number or transfer. When I then ask for "customer service" I find out later that they say "Oh well I am tech support, not customer service but.... " wait what? So not only you cant help me but you lied. I was transferred 4 times- all agents tried to tell me I was notgoing to get a better deal. **I want to downgrade my service. I can notafford it.** it isnot about a better deal. Not sure what they do notunderstand.It is the whole reason I have the ACP. I only temporarily upgraded while the kids were all home for the holidays. Eventually, I get tto "loyalty & retention" because Im told if I can notafford the bill any longer at the 1G price maybe I should cancel & provideme the local storesaddress to return the equipment. Great way to treat a customer of over 10 years. Finally, I gave up and I did the downgrade myself online (more than half the speed) and now my bill is TRIPLE what it was. Seems dishonest and shady. Why cant I speak to the dept that handles ACP accts? They were so helpful. I should not be treated poorly or talked down to because I have a coupon. Can anyone please help?Solved2.4KViews1like40Comments