Lied to.

Question

First I was told I would get a $10 a month discount for being a loyal customer. Didn't see that on my bill. Then I got a unknown and untold $75 or so fee on my account that is HIGHER than the bill!!!!! I NEVER was told I was going to be secretly charged and for what? The reason I got rid of TV with Cox years ago and now the phone was the overpriced garbage.
Get rid of the 6.99 service too. Since you ripped me off at 4.99 for years, now its up to 6.99, an almost $85 a year charge, get rid of that too. However you need to produce in writing what I'm being charged for. That was a monthly telephone, I asked, so no fees should have occurred from removing it. Even if there were, you had better come up with that in writing where I agreed to it. Phone call either.

lisah · Answer

Hi Nichollsvi. We can certainly investigate this. Please email this link along with your name and complete address to cox.help@cox.com and we will be glad to assist you with getting this issue resolved. Thanks, Lisa - Cox Support Forums Moderator

nichollsvi · Answer

How about the laziness of support being shown? If you want us to do work for you, you need to pay for our time and stop expecting us to pay you for yours when you don't pay us for yours. 
The #1 reason to get rid of you all and the services? Attitude. When you are a monopoly, this is what happens. Prices skyrocket and attitudes towards the customer drop lower than the dust.

lisah · Answer

For the security of your personal information. we ask that you email us instead of having your personal information posted on a public site. You can also contact us via Facebook and Twitter. We are more than happy to address your billing concerns once we get some information verified. - Lisa - Cox Support Forums Moderator

nichollsvi · Answer

Right. You all were too lazy to tell me what Cox Complete care is, instead telling me to go look it up. Then your link doesn't work. Where do I send my bill for doing COX's reps work? Why can't you explain it? This is what people are talking about when they leave Cox. There is absolutely NO excuse for this "customer service". Let others know about it so they can see it. It took years of comments: never did get NoMoRobo. So I got rid of Cox phone. My sister has already gotten rid of Cox TV (from what I remember) and I'm waiting to see when her phone goes. She has a cell phone, wouldn't surprise me she gets rid of the internet because she doesn't use it. 
Cox needs to learn there is NO excuse to keep sending someone broken links they don't know about and tell them to do searches rather than typing it up themselves.
Cox reps response verbatim:
I apologize the link provided was not working properly. Thank you for bringing that to our attention. If you are looking for more information the Cox Complete Care plan please visit the cox.com website and in the search function type in Complete Care plan. The first result listed provides you with the information.

becky · Answer

Hi Nichollsvi, you have made a very good point, and I appreciate your post. We should have provided you with the information instead of making you search for it. You subscribe to the Cox Service Protection Plan (CSPP), an internal wiring repair, education, and issue isolation coverage plan. Learn more about the Service Protection Plan at www.cox.com/.../learn-about-the-service-protection-plan.html. The Cox Service Protection Plan is no longer available to new customers. Instead, we offer Cox Complete Care, a comprehensive internal wiring protection plan combined with professional, 24/7 IT support. Learn more about Cox Complete Care at www.cox.com/.../cox-complete-care.html. -Becky, Cox Support Forums Moderator

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