Cox Complete Care scam?
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.1.9KViews0likes11CommentsNo chat transcripts since January 24
Every time I contact Cox's customer support via chat, I always select the "email transcript" option and enter my email address. The last time I received a transcript of my chat was January 24, but I have contacted Cox many times since then and requested a transcript each time. (Yes, of course I check junk/spam folders, though my ability to receive transcripts to my inbox in the past makes it unlikely they would suddenly be categorised as spam.) Every time I chat in, I mention the failure to send transcripts, but nobody seems to know how to resolve the issue. I have even been informed that frontline agents have no avenue to report IVR/website issues to the IT team or open KPIs about customer-facing tools. There is of course also no way to report issues or provide feedback through the website itself. Is there an open issue currently being investigated regarding failure to send chat transcripts? How widespread is the issue, and what solutions - if any - can be recommended?1.2KViews0likes1CommentAgents who don’t do what they say
Why is there no way to verify or look back at a chat conversation? I ask for a transcript and never get it. A couple days later I’m told oh there’s no record of your conversation with Miller and your bill is past due. I literally have the history on my computer to back me up, but there’s no record of my payment arrangement with Miller from May 17th. How is it possible to complete an entire survey but there is no record of it. I specifically called two days in advance so I wouldn’t geta late fee and here we are. No one knows anything but it’s my fault that the agent who gave me first June 2nd then June 6th for the dates didn’t do clearly anything right. Please just disconnect and I’ll go to a company that can do the job. It makes no sense that EVERYTIME I call the offices are closed but I can chat with someone. Then the chat reps don’t even respond if they don’t want to. This is how you treat customers? I don’t understand how there is no way to pull up any information from a 30 minute chat.435Views0likes1CommentIs The Chat Broken Or Why Is It Missing?
Good afternoon, I'm in need of contacting live chat, but it sometimes is missing and sometimes not missing on the sidebar. Is Cox fixing the live chat support, or why is this? Currently, the live chat on the side is having one of those days where it's missing.691Views0likes4CommentsCustomer service hours
This is silly, but I can't seem to find the hours for residential support (except the local store). Oliver tells me there are agents available 24/7, but when I try to click through, it tells me that it's closed and to try later. I am having the same experience with phone support, even though it's after 8am EST, which was the starting hour according to the only page I found that showed a start time at all. It says there is currently a high call volume, also, which is weird if service is closed. Thanks!1.2KViews0likes0CommentsWORSE CHAT SUPPORT EVER
Issues and concerns not addressed. Empathy or concessions was not provided nor was any ownership taken. The worst experience i have is always with cox and chat support. Horrible. I had moved service 4 months ago. Since then i have contacted cox on numerous occasions about the lies and broken promises via chat and service issues. No one in the chat department cares or even attempts to help besides "i can troubleshoot" The tech who installed my service lied about everything possible. I requested my home to be rewired, told with panoramic its not.needed and its the best offered..lies...lies..I have the ultimate package. Which recommended amount of devices 7-9. With this "upgrade" the tech provided 6 of the 7-9 slots are taken by cox devices. That is more than 50%! If the tect was honest and wanted to have a satisfied customer, he would have not suggested this knowing how many devices i have I work from home and every moment i spend rebooting, troubleshooting and contacting cox cost me money and it is now affecting my livelihood and my children.Solved3.6KViews0likes6Comments