Forum Discussion

genna1313's avatar
genna1313
New Contributor
3 months ago

Billing question

If my bill was due on the 2nd for 101. And the automated system had the wrong credit card. I did not know I had even signed up for automatic withdrawal.  That would definitely not be the card I would have on file. That day I knew my payment was due so I made the payment with the card I use every month. I didn't realize you charged me 58$ ? And why when I made my payment. It was not late. THIS IS NOT THE FIRST TIME THIS WAS FONE TO ME BUT THE 3RD TIME THIS HAS HAPPENED! I HAVE KIDS IN SCHOOL THAT NEED THE INTERNET AND IM DISABLED. That's $150 that your company has taken from me. I have been with you for 3 years and it's only happened from 2024 to 25. Thanks so much for being a great company  . I have never been late in the 3 years I have been with cox but even without ever being late you found a way for your automated system charged these cards. Why? Do you have a voice recording of me saying to go into my cards to take money?

1 Reply

  • Shariel's avatar
    Shariel
    Moderator
    3 months ago

    Hi, 

     

    Thanks for reaching out to our Social Media Team and being part of the Cox Family. I am sorry you've had issues with your payments currently and in the past. We can definitely take a look to see what is going on. Please provide your full name, address and 4 digit pin. 

     

    To answer your questions the best I can without looking at your account, I would first ask if you've ever made a payment to us with that wrong card in the past? If so, how do you make your payments? If done online, I can see how easy it would be to check the easypay sign up box when making a one time payment. If that was the case, the payment would automatically come out from that card on the due date monthly after. Although you mentioned you made a payment on the same day, that is not enough time for the system to stop the process on that payment since it is technically the same day. Now if it was a day or two prior, then yes it would cancel the easy pay for that month and then it would continue the next month since it's not cancelled. I can get more direct answers once I am able to see what is going on with the account.