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Beerman's avatar
Beerman
New Contributor II
4 years ago

They call this 'Loyalty'?

About a week ago I got my bill and noticed my discounts had expired and my bill went up so I called Cox, asked the Loyalty dept. and the person I spoke to asked me to give him a few minutes to see what he could do.  It took almost 12 minutes but he finally got back to me and told me he found a few discounts and could lower my bill about $20.  I specifically asked if that meant there would be any changes to my account and services and he said "NO".  Of course I accepted.

Fast forward about a week later and there are now channels I no longer get without adding a subscription!  Am I pissed!  I contacted Cox via DM Tweet and messaged with a nice guy who told  me that it appears there was a misunderstanding and they did remove packages to get me a discount.  WTF?  There was no misunderstanding at all!  It was plain and clear what I asked and what I was told.  Plus, I asked for an email confirming our phone call and got none though I did go online later that day to check my account and saw the totals changed but did not look to see what packages were changed. It's hard to see any based on my account so I'm not even sure what else has been changed.

I was flat out lied to and I am mad enough to finally cancel phone and tv and stream only via youtube TV or Sling.  I've been a very loyal Cox customer both at home and at my small office for DECADES and this is how they treat a long time customer?  My venting today is proof that if not given what I was told, faithfully, I will cancel my tv and phone service for good.  This is not in any way fair and certainly not legal but of course, Cox holds the cards as always. 

Shame on you Cox. A supervisor will hear my side (the true side) Monday morning when they open!

5 Replies

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  • Bruce's avatar
    Bruce
    Honored Contributor III

    If you want justice, you've come to the wrong place.
                                                          — Tyrion Lannister

    • Beerman's avatar
      Beerman
      New Contributor II

      LOL, no, I'll get justice, but I feel better getting it off my shoulders.

  • PJS2's avatar
    PJS2
    Contributor

    If I got a quarter for every time I have threatened to cancel service after price changes I would be a millionaire! I usually just call them and take the 10 or 20 buck discount they offer. Somehow those calls always last about 40 minutes (for 5 minutes of conversation). In the end my bill keeps increasing every year...

    • BenS1's avatar
      BenS1
      Former Moderator
      Hi @PJS2,

      For billing and sensitive account issues please email us at cox.help@cox.com with your full name and address.

      Ben S.
      Cox Support Forums Moderator
  • BenS1's avatar
    BenS1
    Former Moderator
    Hi @Beerman,
    Cox provides the Support Forums as a service to its customers to help them obtain technical support, exchange ideas, and get information relating to Cox products and services. Billing and account questions that require the sharing of personal information aren't suited for a public forum. For further assistance, please contact us via Facebook or Twitter @coxhelp or email us at cox.help@cox.com with your full name and address.

    Ben S.
    Cox Support Forums Moderator