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1Teragram's avatar
1Teragram
New Contributor
3 months ago

3.5 hours to correct my bill

I've been on the phone and on chat for 3.5 hours.  Cox added an extra phone line and charged me for it.  I have no extra mobile line.  The first loyalty team member disconnected me.  It takes a long time to get past all the people to get to the 2nd loyalty team member.  She told me that she had removed the extra phone line and just ended the chat before I could tell I needed a refund for their billing me for one month of this line I did not have.  At the end of 3 hours, I finally go a hold of a 3rd loyalty team member.  It took a half hour more for her to remove the extra line and to give me a refund for what they charged.  WHY DOES IT HAVE TO TAKE SO LONG TO GET A SIMPLE THING DONE?  Normal businesses would not get by with keeping for 3.5 hours to settle a small request.  Why does Cox get to take so long?  And why doesn't Cox have a complaint line?  Cox managers will NEVER read the note I post her.  I am very displeased with Cox's customer service!!!!!

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  • LisaH's avatar
    LisaH
    Moderator
    3 months ago

    Hi 1Teragram. I am sorry to hear that it took so much time to get an issue resolved. Customer service is very important to us. We value you and want you to have a positive experience with us. If we can ever be of assistance, please reach out to us on X at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator

  • sheilabrosnan's avatar
    sheilabrosnan
    New Contributor
    2 months ago

    Took me near 2 years once to correct a bill from COX... I started to spam the President of the company every day for 3 weeks, this got the bill fixed. They tried to get my Grandma to pay for a modem that was returned to them. The tech who took the modem from the house, did not log it correctly, we had bought our own modem. that " save me the trip " to return the modem by giving it to the cox tech ( 3rd party contractor ) cost nothing but headaches. $200+ was on her bill so I had her kill cable and I started it in my wifes name