Forum Discussion

Jos2007's avatar
Jos2007
New Contributor
2 years ago

I got a charge for an On demand/Pay per view movie I never ordered.

I know this has happened to another person before. I saw the same complaint on this forum.The very rude representative told me through the chat that I had to pay the charge. When I asked for a supervisor, he had the audacity to say that the supervisor would say the same thing. It's Sunday, so when I called the 1-800-234-3993 number it said it is after hours, so they're closed. It is very deceiving and fraudulent to charge a person for a service they never received or voluntarily ordered. How can I resolve this? I will contact Cox tomorrow and I need to speak with a supervisor.

  • ChrisJ2's avatar
    ChrisJ2
    Moderator
    2 years ago

    Hi, there. I'm really sorry that occurred to you and I want to help. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We are glad to look into this for you. 

  • CurtB's avatar
    CurtB
    Honored Contributor
    2 years ago

    Cox may have made an error.  But could someone in your household have ordered the movie without you knowing?   To prevent the possibility of that occurring in the future, you might consider using the Contour Parental Control On Demand lock to control access to pay per view, if you haven't done so already.

    Managing the Parental Control On Demand Locks on Contour (cox.com) 

  • blackdahlia's avatar
    blackdahlia
    New Contributor
    2 months ago

    I just had the same thing happen to me. The agent wasn't rude, but kept insisting they could see that I used my remote to rent the movie. The remote was put away and our Contour has been unplugged from the TV for over a year. When I tried to chat last night when I got notice, they tried to say there was no email and no charge. Now, they can suddenly see that I did something impossible?! It's, of course, after hours, so I will have to call to speak to a supervisor tomorrow.

    • CurtB's avatar
      CurtB
      Honored Contributor
      2 months ago
      blackdahlia wrote:

      our Contour has been unplugged from the TV for over a year.

      Just curious... why have you been renting a Contour box from Cox for over a year that hasn't been connected to a TV?  You could be recording, but that would be a serious marathon watch session.  

      • blackdahlia's avatar
        blackdahlia
        New Contributor
        2 months ago

        It comes with the internet plan I have...if I take it off, the plan costs more.

    • blackdahlia's avatar
      blackdahlia
      New Contributor
      2 months ago

      So, I highly recommend calling customer service if this ever happens to anyone else and changing your password to your account. Customer service was very helpful, kind, and gave me no guff. It kind of sucks for people with phone anxiety, but it gets the job done without any stress or frustration!