Fraudulent $25 auto-pay charge

I've used auto-pay for the last 9 months without incident, until last week, when I got an e-mail saying that the auto-pay didn't go through. I manually went to Cox.com on my phone and tried to input my credit card, and it also wouldn't go through. The error I got was "System Failure" or something like that.

I doublechecked my credit card account and contacted my bank, and they assured me that I was not over my spending limit and there wasn't any sort of block or hold on my credit card. I mean, I was able to use it for groceries that same day.

However, the rep on the phone insisted that the card came back as a "generic denial" or something and wouldn't explain further. She was supposed to help me escalate it for resolution but I should have heard something by the end of last week. I was assured I would be given a call back and lo and behold nothing.

I waited a few hours to try to manually pay again and somehow it worked this time. I changed NOTHING on my credit card or how I input it on the Bill Pay portion of the website. Since I've received verification that there was nothing wrong with my credit card, that only leaves the culprit to be an error on Cox's end.

I shouldn't have to pay a $25 charge because of something that isn't my fault. I'm respectfully requesting that this charge be dropped from my current bill. If need be, I can provide solid, irrefutable proof that the credit card declination was not from my end (via CC statements and personal verification from my bank). This is the second time I've had to bring this up and I hope it can be resolved here in a timely fashion.