Unauthorized plan change
I just received my latest bill with a charge for $75.00 labelled “Cox Complete Care Cancellation Fee.”
This is presumably related to an unauthorized change to my account that I immediately notified...
Forum Discussion
I definitely did not had anyone fix a cable wire or discuss adding "Cox Complete Care" to my plan with anyone in my 25 years as a Cox customer much less actually added it to my plan. Someone changing my plan to include "Cox Complete Care" without authorization is fraud, no?
It depends. If it was changed, then there is a record. ALL calls are recorded. Request a supervisor pull and listen to the call.
I understand--there can't be a record that was recorded on a call because I did not change my plan by adding this service on a call, on the website, on the app... How can I get someone to listen to the calls to verify? Chat has been the only thing available since Sunday and they say that they are unable to even tell me how I supposedly changed my plan.
If you're just wanting to cancel Cox Complete Care, that's a simple matter of telling them such and they'll remove it. The problem is, if you had a technician come out for service and the charge for the visit was covered by Cox Complete Care you're obligated to reimburse Cox for that service charge if you proceed with cancelling Cox Complete Care.
It might be cheaper for you to keep Cox Complete Care at $10/mo. for 3 months ($30 total) vs. paying the $75 service charge for the technician's visit.
Edit:
I'd also suggest emailing the moderators here at cox.help@cox.com and include your account info so that one of them may review your account with you and explain exactly what happened and what your options are for resolution.
For concerns like this, I would go in person to one of their service centers.
Finally got ahold of customer service after they were closed for Labor Day. He verified it was a Cox employee that changed my account, not me, and he credited my account for $75.
