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New Contributor
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Internet billing broken
I am supremely satisfied with my Cox Internet service, which I have had for over a decade.
During that time I've had auto bill pay configured, and this has worked without a flaw until April. For some reason, it broke in April. I got a notice that the bill was not paid, and a $25 charge was added to my account for "returned payment".
Since then I have spent countless hours on the phone, on Internet chat, and via Facebook and Twitter trying to do nothing more than get my bill paid. I'm now on month 2 of this problem. The internet tool will not pay my bill, I get "system error" with "try again later" almost every time. Nobody seems to be able to assist. Even when the tool seems to accept the payment as submitted, it's never billed, and I never get credit.
Who can I contact to get this resolved? Your phone support people can't help me, they just want to take money for the current bill and charge me an extra $10 for the privilege. I need someone who can *fix the problem* so I can get my auto-bill-pay working again and get this stupid $25 charge off my account. I need to talk to someone who knows what they're doing.
Tecknowhelp
Valued Contributor II
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At what step do you get a error? Walk us through the problem? It's hard to troubleshoot a billing system problem when it's a public forum.
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NicholeC
Moderator
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I'd like to take a closer look at this. Please email your full name, address, the link to this thread, and the last 4 of the social for the account. Also, what device and operating system are you using?
Thank you,
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glashoppah
New Contributor
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Email to what address?
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glashoppah
New Contributor
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The first error I get is when I try to do a manual payment via the web interface. I tried three different browsers on two different computers. I also tried removing and re-adding the credit card, and three different cards:
After over a week of trying this stuff, as well as following various suggestions from Cox employees gained via phone calls and Facebook chats and Internet chats, I somehow got the following, which caused me to believe that this problem was finally somehow solved:
However, as this month's bill shows, that payment never got actually *posted*. So I'm back to square one.
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MariaL
+1 more
Moderator
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Hi glashoppah,
In order to address your concerns please email us at cox.help@cox.com with your full name, complete address, COXPIN and this forums post.
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Tecknowhelp
Valued Contributor II
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+1 Email Cox. Looks like a issue with your billing profile(IDM). My guess is you/they created a new profile, and applied a payment to it, but the payment never made it past batch. Another words, its a billing issue, not a technical issue. Good luck though.
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glashoppah
New Contributor
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Sent. Thank you.
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glashoppah
New Contributor
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I hadn't done anything but add and remove credit cards from the same account I've always used. Maybe something happened behind the scenes. Hopefully my email will be the beginning of this being worked out.
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Becky
+2 more
Moderator
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Thanks for your Forum posts as well as your email. I'm investigating now and will reply via email shortly.
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inhouse
New Contributor II
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I am having the same problem. I've been trying to pay my bill for days, I get the exact same "system error" at the end of the payment process. Can you please post an update about this issue? It's obviously not isolated to only one customer, so it would be nice if you could let the rest of your customers know what the status of this is. People come here for solutions, so it isn't very helpful to only provide answers via private email, one user at a time.
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