I used the Chat service on 3/22 to revise my TV & Internet service. I had the whole transcript of this chat emailed to me after the chat. The representative I chatted with was "Gio S.", I was able to make the changes I wanted and we ended the chat. I was surprised to discover a week later that "Gio" had added Cox Complete Care (CCC) Premium service to my account without telling me - I NEVER asked for it and I NEVER approved it. The Chat transcript proves we never talked about it. I called Cox to speak with a live person to have this removed, and I was told that they cannot cancel it or else I will be charged a $75 cancellation fee for cancelling within 2 months!! Even though this was added fraudulently by the Chat representative, Cox cannot simply remove it!! The representative on the phone was very kind and understood my complaint. A $20 credit was added to my account to pay for 2 months of CCC service, but I have to remember to call back in June to cancel this service that I NEVER asked for and NEVER approved. This smells like a scam. It's ridiculous! If customers get billing statements electronically, I highly recommend reviewing them, especially after making changes, to catch any such mistakes.

Just another reason not to use outsourced chat. Thanks for the tip.

Of course it's a scam. Most of the problem are attributed to the Cox network so you'll pay $10 a month for problems outside your home. I'd contact the Consumer Protection Office for you state to help recoup your loss. www.usa.gov/state-consumer

So IF you had a Technician come to your home, the CCC would cover that cost. IF there was no Cox technician, and/or the person you spoke with in chat was a cox rep, and not a CCC agent, then have them remove the CCC. IF they transferred you to someone in CCC somehow, then again, 75$ if cancelled in the first 3 months. Again, no tech to your home, no software issues on your devices, or personal routers, then CCC should not have been added, and there would not be a 75$ fee.

If customers get billing statements electronically, I highly recommend reviewing them, especially after making changes, to catch any such mistakes. I agree. I called in 2019 and the scammer added Directory Listing - Non Published to my bill at $2.29 a month. At least Cox reimbursed you. The rep I spoke with insisted I had requested it. I have a call blocker and haven't seen a phone book in 10 years. Why would I need to not publish my phone number?

You do not seem to understand my post. Here are the facts: I understand what CCC service is and what it covers. That information is irrelevant. I never requested CCC service coverage and I never approved it to be added to my account. No Cox technician has visited my home. I do not have nor did I complain about any software or device or service issues that would need a Cox technician, I called Cox and spoke to a Cox agent a week after CCC was fraudulently added to my account by the Cox chat agent on 3/22. The Cox agent I spoke with said he could not remove CCC from my account without triggering a $75 cancellation charge. The Cox agent said all he could do was add a credit to my account to cover the charges for CCC coverage until June when I could again ask Cox to remove CCC coverage and avoid the $75 cancellation charge. But it is MY responsibility to remember to call back in June to make this request. THAT is a SCAM

Cox Complete Care scam? | Cox Community

WiderMouthOpen
Esteemed Contributor
2 years ago
Just another reason not to use outsourced chat. Thanks for the tip.
Darkatt
Honored Contributor
2 years ago
So IF you had a Technician come to your home, the CCC would cover that cost. IF there was no Cox technician, and/or the person you spoke with in chat was a cox rep, and not a CCC agent, then have them remove the CCC. IF they transferred you to someone in CCC somehow, then again, 75$ if cancelled in the first 3 months. Again, no tech to your home, no software issues on your devices, or personal routers, then CCC should not have been added, and there would not be a 75$ fee.
- Lets_NOT_Chat
  New Contributor II
  2 years ago
  You do not seem to understand my post. Here are the facts:
  
  I understand what CCC service is and what it covers. That information is irrelevant.
  
  I never requested CCC service coverage and I never approved it to be added to my account.
  
  No Cox technician has visited my home. I do not have nor did I complain about any software or device or service issues that would need a Cox technician,
  
  I called Cox and spoke to a Cox agent a week after CCC was fraudulently added to my account by the Cox chat agent on 3/22.
  
  The Cox agent I spoke with said he could not remove CCC from my account without triggering a $75 cancellation charge. The Cox agent said all he could do was add a credit to my account to cover the charges for CCC coverage until June when I could again ask Cox to remove CCC coverage and avoid the $75 cancellation charge. But it is MY responsibility to remember to call back in June to make this request.
  
  THAT is a SCAM
  - Bruce
    Honored Contributor III
    2 years ago
    Of course it's a scam. Most of the problem are attributed to the Cox network so you'll pay $10 a month for problems outside your home.
    
    I'd contact the Consumer Protection Office for you state to help recoup your loss.
    
    www.usa.gov/state-consumer
Bruce
Honored Contributor III
2 years ago
If customers get billing statements electronically, I highly recommend reviewing them, especially after making changes, to catch any such mistakes.

I agree. I called in 2019 and the scammer added Directory Listing - Non Published to my bill at $2.29 a month.

At least Cox reimbursed you. The rep I spoke with insisted I had requested it. I have a call blocker and haven't seen a phone book in 10 years. Why would I need to not publish my phone number?