Forum Discussion

sungxu's avatar
sungxu
New Contributor
6 months ago

Cox overcharged me for months, and getting help is extremely hard.

Here is the story. I ordered Cox Internet service in September 2023. When I placed the order, the month total charge shown to me was $54.99, after 3 discounts (1 - Fiber 500 mbps discount for 24 months $35, 2 - Panoramic wifi gateway discount for 24 months $14, Unlimited Data Plan discount $49.99).

However, the first charge came out to be $139.99, including $50 deposit, i.e. Cox charged me $89.99 for the first month. Then Cox charged me $89.99 per month till Dec 2023. From January 2024 to April 2024, Cox charged me $90 per month. Essentially, Cox overcharged me by $35 every month. I figured that Cox did not apply the first discount as expected.

During this period, I tried to contact Cox to have the issue resolved. I tried online chat, and called Cox customer service, visited local Cox office, sent email with supporting documents. I essentially tried everything I could think of but no one at Cox could address this billing issue. I encountered a somewhat rude customer account manager during my last call before having to terminate my Cox service. But the issue still remains.

Billing issues
  • ColleenD's avatar
    ColleenD
    Moderator
    6 months ago

    sungxu 
    I'm so sorry to hear you've been having trouble since ordering service. I would be frustrated too if I expended so much effort without a resolution.

    Please know the purpose of the Cox community forums is to allow customers to discuss technical topics related to residential Cox services with other customers and we encourage our users to assist each other where possible via this avenue. 

    Billing, account and some service issues require the sharing of sensitive information to resolve which isn't best suited for a public forum. Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post. You can also reach us on Twitter/X  @CoxHelp, or visit us on Facebook.

    Because this post falls outside of the purpose of our forums I will be turning off replies to this thread. We look forward to receiving your email so that we may assist you.