3.5 hours to correct my bill

Question

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

lisah · Answer

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 · Answer

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