Forum Discussion

craziseccikool's avatar
craziseccikool
New Contributor
2 months ago

Rude customer service agents via chat

Cox either needs to stop being cheap and open up their call center on the weekends or train these chat agents better. The hold times are ridiculous. I spoke with an agent Sravan-who could not help me with figuring out my bill. Requested a Supervisor and someone named Suresh came on the chat and said he was a manager. After almost an hour with him. I get my bill figured out and asked if I could pay what I owed on 11/22. He said “ok, thanks for letting me know.” I get up a 3 am pst to get ready for work (work from home) and my service is suspended. Having no other choice, I connect with chat again-and get Manideep-who guess what, couldn’t help me and was supposedly connecting me to the collection team, and that was at 319 am pst. I am currently still just sitting-I’ve asked for a response several times-no response and apparently no transfer. I’m just sitting in an open chat. It won’t end bc I even tried to end the chat to get another agent and nothing. Are the chat employees employed here in America or some place else? No matter where they are- they need to speak and understand English because my services should not have been suspended when I asked for an arrangement and I shouldn’t still be on hold or lost in transfer internet space because Manideep either can’t work his chat transfer correctly or they are just literally sitting there with the chat open just watching me respond like some voyeur. I am very upset. Because now I am late for work and I still haven’t received the help I need. It is now 409 am pst and the agent from collections just responded. Utterly ridiculous. I have an autoimmune disease and I was supposed to pick up my refill prescription on Monday, but now I don’t have it because I just had to pay to have my services restored so I can work. Now I have to either borrow the money or risk a crisis and end up in the hospital-and still miss work. 
Someone owes me an apology and a credit because this is not how you treat customers-even the ones who have issues making payments. 

 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 months ago

    If nothing else, you learned the lesson to not use chat. Not just Cox. Pretty much any chat system for a company is bad. It starts with them using a AI bot that doesn't work well. If you can get a person, it's someone outsourced in South or Central America. I actually spoke with one of those contractors over on Reddit who did a AMA. It's better to either call them during business hours, use one of the methods in the sticky, or go to a store. The people at the store are less technical, but have to look you in the eye, if you know what I mean.

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

    Hello,

    I sincerely apologize that you had such a frustrating experience when reaching out about your account. If you qualify for an extension, you can also do this in the Cox App:

     https://www.cox.com/residential/support/extending-your-payment-date-online.html

    If the option is greyed out when you attempt to do so, you would need to contact us, but should you need to utilize an extension in the future this option is available. You can also email our team anytime to go over your bill at cox.help@cox.com We are 24/7 as well.

    We'd be glad to discuss this further, if you would like to send us an email there. I apologize again that you did not receive the assistance you needed this morning.

    • craziseccikool's avatar
      craziseccikool
      New Contributor
      2 months ago

      I’m sick of Cox and these fake apologies and telling me how to work this application. When the issue is your companies inability to properly train your staff. 
      You are dealing with a majority of English speaking customers, and your staff needs to be able to not only read the language but to understand to comment accordingly. They ask you how they can help. You tell them and then they give information you didn’t ask for-like how much you owe. Like duh, why you do think I’m chatting? And, the audacity of you to comment like I’m the issue because I need an arrangement. Like I told the last supervisor Tanesha S. I have a medical condition that keeps me from working like I need to so therefore my bills get behind some times, but I always pay, hence the request for an arrangement which your company provides, but yall now trying to shame or make people feel bad for needing it?

      Im risking time in the hospital and possibly missing more work because I had to make a choice. Have an unexcused absence from work (I work from home so internet is required) risking disciplinary action or spend my prescription money because a Cox Supervisor did not complete the arrangement I requested and my services were suspended. 
      Well I also have kids so I need to keep my job. Now I got Cox employees trying to talk down to me? 
      Unacceptable. I may not be rich or influential, and have issues with my finances at times but I’m still a human being who deserves respect and to be treated accordingly.

      As the CUSTOMER, I followed Cox policy and procedures for requesting an arrangement. YOUR incompetence with training your staff is why we are here at this point today. I will be filing an official complaint anywhere I can find-writing to every email I can find-including reporting this incident to the BBB. And if I end up in a hospital because I went into crisis…I will be figuring out how to sue and reading these comments I’m pretty sure I can get a class action lawsuit going against Cox.

      • NicholeC's avatar
        NicholeC
        Moderator
        2 months ago

        I apologize again for your experience. I understand your concerns. The info provided is just to offer an alternative to help. We are happy to continue assisting you, however, we cannot do so on this platform as we need private information. Our team is available via email at cox.help@cox.com if you would like to further discuss what happened and get assistance with your account. 

        Thank you.