Inexperienced rep
I recently spoke with a Cox Communication representative named Shane to try and resolve an issue with my uncle's phone. According to Shane, my uncle's bill was overdue, which was causing the phone to be suspended. However, I explained to him that we have been trying to get the phone unspended and back on since Thursday, March 7th and again on Saturday 3/9 but was unsuccessful. Despite my explanations, Shane continued to insist that the problem was due to the unpaid bill. When I asked to speak with a supervisor or another representative, he refused to transfer me and his customer service, stating he was the higher up. When I called back, I unfortunately got Shane again. I explained that I had already spoken to him and asked for his assistance in resolving the issue. However, he did not offer any helpful solutions and instead let me get upset again, which was not professional. My uncle, who has early-stage dementia, needs his phone in case of emergencies, and it was frustrating to not be able to resolve this issue with Cox Communication due to poor customer service.
During my third call, I got Loren on the phone. She simply had me turn the phone off and turned the phone back on easy resolution. She was excellent. Shane on other hand is an employee that needs retraining and taught how to communicate with customers.
lastly, since getting services for my uncle, I have had issue after issue with cox communication. Such as, equipment being lost being, told to go on the store to pick up equipment then being refused to be to be given at equipment, being charged for equipment that we never received, which I still think his account was overcharged at the end of the day, and having charges taken from my credit card, which has nothing to do with his account. I once use my card to buy him a phone. Cox politely took it up on himself to bill my card, when even though his card on was on auto pay, Cox please, get your act together, especially when dealing with our elderly.
Beyond frustrated customer.
