Lies to retain customers...
I just went to disconnect my Cox service around 12:30 Central Time on 9/26/2018. I worked through the phone tree to get to the disconnection department. The rep started processing my claim and after it became clear I wanted to disconnect my service he informed me that "a system wide outage in Texas and Oklahoma just happened and he couldn't pull up my account to service it and I would have to call back later." I informed him that I didn't believe him and he told me his "supervisor was behind him and told him to say that." I asked for the supervisor's name and he said "I am not allowed to give that out." I hung up, called back immediately to the same number, went through the same phone tree, got a different person and had my account termination initiated after just a few minutes. So, either some of the customer service people are lying/being trained to lie or the world's shortest computer system outage occurred. Let me predict the Cox response to this (if they respond): 'Our records show that a brief system outage did occur around 12:30 on 9/26/2018 in the texas/oklahoma office.'
Is there a problem with calling retention? I was disconnected twice and the third time I could barely hear the agent's voice - Jan 3/23
I am a 24 year customer and haven't generally had a problem with Cox support or retention before. I was calling because of the excessively high TV bill and wanted to know what the options are for lowering my TV bill. When I called, the agents on the main 800 number all sent me to retention. The first time I connected to retention, the retention agent did not understand the phone number I provided for my account after I gave it three times, and disconnected me. The second time the IVR hung up on me. The third time, I could barely hear the agent and the TV offers he gave was more than I am paying now. The chat agent Joshbrylle P. WAS able to help somewhat and I appreciate him. It was frustrating trying to go through the IVR so many times and when I finally got through there were no options or help.