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Cox Complete Care Added without Permission, Cancellation Charge
Hello all,
I recently moved into a new place and got Cox. When we moved in, the Internet wasn't working in our apartment so they had someone come out to fix the wiring. The next two months, I noticed an added monthly charge for Cox Complete Care, which I did not approve or know of. I called and used the online chat options to talk to multiple people about it and found out it was the technician who added it to "avoid charging us", despite the visit being something with their equipment and us not being told. I finally got ahold of someone who said they would remove it and we would not get charged. This month, we had a $100 fee added for cancellation of Cox Complete Care. I am so frustrated that I never approved it in the first place, spent hours talking to customer service about it, was promised I wouldn't get a cancellation fee, and still got one. Has anyone else had this experience? Does anyone know if they can have the fee removed?
ColleenD
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Hello @rrozniarek
Congratulations on your new home! I'm sorry to hear you had trouble with your installation and had to have a tech out. You would never be charged if the cause of trouble is with Cox owned equipment, or with signal delivery on our network outside your home. You mention needing wiring repaired. Wiring inside the walls or interior of your home isn't Cox owned and usually wouldn't be covered. Cox Complete Care would cover these cases, but service should never be added to your account without your permission. I'm happy to take a look at what happened and how I can help resolve the subsequent billing experience. To do so, I'll need to access your account, which requires sharing your information. We ask that you not do so in our community as it is a public space. Please email cox.help@cox.com with your full name, complete street address and details of your concern, along with a link to your forum post.
-Colleen
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