Spam and cox website woes

I got an email from residential@em.cox.com that instructed me to change the mailing address for sending bills to a PO Box in Louisville, KY. While interesting that the email appears to come from the Cox domain, the content is quite suspicious for fraud. I called cox and was told to forward to spamreport@cox.com. This address bounced back.

Questions:

• Can Cox comment on this?
• If it is spam, why did Cox not alert us to this spam lurking?
• If a real address, seems quite surprising
• Can Cox make their website easier for support? When I first tried to solve this, 'Oliver' looked like what I needed. I found several pages with Oliver as a logo or word such as https://www.cox.com/residential/contactus.html but on my browser (CHrome) none were clickable links. Very frustrating.

Cox, why are you struggling so?

thanks