DVR Problem

I have had a problem with my DVR service for exactly one year. Almost every month I get a message when trying to record that says "you need a subscription to be able to record". I also lose all my recordings and future recordings as well as the ability to watch on demand. I have spent countless hours on the phone with a tech to first reboot my dvr so I can get recording capabilities back ( but cant recover lost recordings in the cloud). After almost one year of this continued problem, I was finally  told by a tech that "we are having problems with certain accounts regarding this problem". I was given a one time $35 dollar credit then and now after this latest incident  received a $40 credit after another 2 hours on the phone. It seems like nobody that you speak with at cox has the ability to make a decision or credit your account permanently until "Cox's problem" is fixed. I am almost a 40 year customer and don't feel I should pay the full amount ($250) per month if I'm not getting the service and capabilities I'm paying for. Who do I have to speak with at Cox that can make a decision? certainly not any of the countless reps I've spoken to in the last year! And when is this "situation" going to be resolved?  Next step is the Connecticut Dept of Public Utilities, then full streaming on hulu.