Breach of a verbal Contract
Dear Cox Communications Customer Support,
I am writing to formally address a concerning issue that I encountered today regarding my account, as a long-time customer of almost a year.
Earlier today, I called Cox to inquire about my past due balance. My first interaction was with a representative, whose name I unfortunately did not catch, who confirmed that my past due balance was $277.00, with an overall balance of $421.00. I was offered a solution in which I could pay $227.00, which would result in a $50.00 reduction. The remaining $144.00 was to be applied toward my next bill, and my services would be reconnected.
I confirmed with the representative that paying the $227.00 would restore my internet service, and I proceeded with the payment. However, after the payment was processed, I was transferred to a service department agent named Amanda, who told me that my services would not be restored due to the remaining $144.00 balance.
I explained the agreement I had made with billing, but Amanda disregarded my concerns and became dismissive. After I expressed my frustration, she accused me of being loud and rude, and threatened to hang up on me. She did not honor the initial agreement I had been given, which left me feeling misled and disrespected.
I then had to call back, only to be placed on hold once again, before being transferred to a supervisor named Jon (ID 6589). This interaction was extremely unsatisfactory, as Jon displayed rude behavior and made racially charged remarks, further escalating the situation.
I am deeply disappointed with the level of service I have received and the failure to follow through on an agreement that was made in good faith. I request that this matter be thoroughly investigated, and that the initial agreement regarding my bill and service restoration be honored.
Please let me know how this will be resolved. I trust that Cox Communications will take this issue seriously and address both the billing discrepancy and the inappropriate behavior I encountered.
Sincerely,
Charae Cuffee
Account Number: [001 5414 135923905]
