Why doesn't Cox listen to me? I pay the bills, but they continue to list my spouse as the primary account holder.

Why doesn't Cox listen to me? I pay the bills, but they continue to list my spouse as the primary account holder. I've been over and over with them on voice chat and via phone and even in person, but when I go on the net to check the reason for the bill being different I get the message "This information is available only to the primary account holder." I once followed their directions to fix the problem myself and ended up making matters worse, and then they charged me for fixing things.
Just venting - don't expect Cox will respond - they are a monopoly, after all..