Anyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending
Extremely frustrated and saddened at the treatment and lack of knowledge by some Cox employees. I called requesting to speak to the ACP dept. I have spoken to them in the past and the gentleman told me there were two specific people assigned to these accounts. I do not know why the agents act like they have no idea what I am talking about, its a secret & refuse to provide the number or transfer.
When I then ask for "customer service" I find out later that they say "Oh well I am tech support, not customer service but.... " wait what? So not only you cant help me but you lied.
I was transferred 4 times- all agents tried to tell me I was not going to get a better deal. **I want to downgrade my service. I can not afford it.** it is not about a better deal. Not sure what they do not understand. It is the whole reason I have the ACP. I only temporarily upgraded while the kids were all home for the holidays.
Eventually, I get t to "loyalty & retention" because Im told if I can not afford the bill any longer at the 1G price maybe I should cancel & provide me the local stores address to return the equipment. Great way to treat a customer of over 10 years.
Finally, I gave up and I did the downgrade myself online (more than half the speed) and now my bill is TRIPLE what it was. Seems dishonest and shady. Why cant I speak to the dept that handles ACP accts? They were so helpful. I should not be treated poorly or talked down to because I have a coupon. Can anyone please help?
Cox doesn't deny the benefit. IF the government PAYS money to COX on your behalf, Cox CREDITS that amount. If the Government DOESN'T provide Cox money on your behalf for your account, COX isn't going to discount your bill that amount. This isn't Cox's benefit to you, it's the Government's. Once you understand who pays what and how you get the discount, you MAY be able to figure out where the disconnect is, and get it fixed.
Again. it's NOT Cox that provides the benefit, it's the Government. If Cox receives money FOR YOUR ACCOUNT, they will credit your account the funds they receive. If they DON'T get money from the government for YOUR account, you get squat.