Is there a problem with calling retention? I was disconnected twice and the third time I could barely hear the agent's voice - Jan 3/23
I am a 24 year customer and haven't generally had a problem with Cox support or retention before. I was calling because of the excessively high TV bill and wanted to know what the options are for lowering my TV bill. When I called, the agents on the main 800 number all sent me to retention. The first time I connected to retention, the retention agent did not understand the phone number I provided for my account after I gave it three times, and disconnected me. The second time the IVR hung up on me. The third time, I could barely hear the agent and the TV offers he gave was more than I am paying now. The chat agent Joshbrylle P. WAS able to help somewhat and I appreciate him. It was frustrating trying to go through the IVR so many times and when I finally got through there were no options or help.
WOW!!! Cox just took $250 additional from my normal $250 monthly bill from my bank account. Account was on auto pay didn't know there were any changes to my account until it was to late.
Let me clarify what I have 4 TV's with 4k TV streamers 1 Panoramic WIFI router (paying for 1gb speed getting 700mbps) recently upgraded 1 Homelife bundle (Joke) Only on the account to get better pricing for other services. Lame. Information to understand the billing errors below: On the monthly bill paying for 3 additional 4k TV streamers, because 1 is included in the Panoramic WIFI router monthly fee. I called customer support regarding two $125.00 charges on my bill and they said I didn't return 2 4k TV streamers. I asked why would I need to return 2 streamers. I just updated my internet speed and kept all other services the same and committed to another 12 month plan. They said I downgraded my TV service to 2 4k Tv's. Then when I looked at my bill I realized they still billed me for 2 additional 4k tv streamers (total of 3 4k tv streamers). So per their billing shouldn't I have only been charged for only 1 additional 4k tv streamer, or only one $125.00 non returned device.. It took some time for them to figure out how to correct the problem, but I'm told they are fixing it on the next bill. Until then I'm out $250.00, Thanks Cox, Moral to the story check your Cox Bill..... Been a customer forever, and this is how they treat customers. Frustrated, and double pissed because they lie about internet speeds.