HORRIFIC customer service experience today ..
I get auto charged the 18th every month for internet. Well last month my debit card was stolen, so I had gotten a new one. On the afternoon of the 18th of february I updated my account with the new billing info and proceeded to charge the card. Next thing you know I’m getting a letter saying I owe an extra $30 for the inconvenience?
No biggie, I call Cox today at 10:06 am CST to let them know the error in their system and that I paid on time. I believe her name was Stephanie, practically scolded me and had a rushed passive tone the entire call. I could barely get any words out because she continued to talk over me repeatedly telling me she can put in a request to get the charge taken off and i’ll find out if it is or isn’t taken off in 3 business days. Because I couldn’t get any questions out I requested to speak to a supervisor. She raised her voice again and kept asking “why? why? why? I’m not putting your request for your money back then” and told me i’ll have to wait at least 5 minutes.
Fast forward almost 10 minutes and a lady answers asking how she can help. I explain the situation to her and boom. Hung up on me. I’m almost in tears at this point because this company is treating me like I AM the inconvenience, yet I pay you guys so much money a year to get treated like this when a (what I would think) minor issue comes up? It was pretty unbelievable getting treated like that, I’ve never experience anything like it. I call back and a wonderful gentleman (I believe his name is Alex) helped me and apologized on Cox’s behalf. Craziest 30 minutes ever. Management should look into that phone call if it was recorded.
