Cox Technician Visit promised free but ADDS additional service to bill

I called in to speak to a representative to request someone close my cox box outside. When it rained the cables got wet and I felt like it was theirs to protect. The representative made the appointment I asked of the visit was free she said YES! Now I have his visit on my bill that no one will correct. It seems fraudulent and it gives more of a bait and switch. How can I get in contact with someone to remove the charges or pull the phone conversation where the representative said it was free.

I signed nothing.