Your support agents via Live Chat service are lying to me.
I opened a chat this afternoon with a support agent to ask about a problem with a particular Wi-Fi hotspot that I've been using for the last year or so. The agent told me that the hot spot was undergoing maintenance. I informed the agent that the problems have been ongoing for about 2 weeks then the agent told me it was only reported yesterday. So I asked the agent why the hotspot with still visible and why I could see a signal coming from it if it was undergoing maintenance, wouldn't a hotspot that's undergoing maintenance be offline? No I was told that you could still connect to it so that brought me back to my original problem: why can't I connect to this hotspot that I've been using regularly for a year and I'm in the same exact spot and nothing has changed other than the fact that this hotspot is got a very weak signal coming from it? I was assured that technicians are working on it but there would be no estimated time that it would be fixed. So being skeptical with that answer I opened a chat with another agent. This time I started by asking if there were any known problems with Wi-Fi hotspots in the zip code where I'm at. This agent took some time and then came back with an address that was different from the address where I am. A completely different hotspot. So I then asked the agent if that was all the problem hot spots within that zip code and ask if there were any more. Well at that point the agent had cut off the conversation. I believe that the agent knew that he was caught in a lie. I see a pattern where support agents give answers based on the information that I give them and tailor their responses to avoid admitting things that make Cox look bad or that are embarrassing for Cox. And this pattern isn't anything new. I've experienced it several times in the past and it's been for the same exact issue, although not the same location but the same issue. So a few hours later I opened up a chat with a third agent. This agent told me that there were NO reports of a problem with the hot spot that I had mentioned to the first. So let's review here: agent #1 and agent #2 both told me that the hotspot was undergoing maintenance and agent #1 also told me that a customer reported a problem with it yesterday. The third agent told me that there were no reports of problems with the hotspot. Then when I mentioned that the versions of the situation that I was receiving we're not matching up between different agents the third agent attempted to do some damage control by some type of vague answer that made it sound like some agents have some information and other agents have their information and that they don't all necessarily draw from the same information. Can you see why I am extremely unhappy with the abysmal service that I'm getting? Why would anyone continue to do business with a company that's clearly training their people to lie to customers? I'm trying to think of one good reason why I should not close my account today
Dishonest Billing Right from the Start
On December 10 th , 2019, I set up a plan under the Preferred 150 internet service with Cox. The plan for the internet was going to be 12 months at $49.99, plus $10.99 for the Gateway. While I was finalizing the plan, I was put on hold and the call disconnected. When I called back, I was connected to a different representative who finalized the plan for me. Shortly after that, I got a confirmation email reaffirming the plan of $49.99 plus $10.99 a month (which I have in writing). However, when I saw my first bill on December 15 th , I noticed that I am being charged $59.99 per month plus the $10.99 for the gateway, so the internet service itself went up by ten dollars. I’m suspecting that the price was different because I had gotten cut off of the original call and someone else finalized the sale. On December 18 th , 2019, I contacted an agent on the chat feature on Cox’s website thinking this would be a quick fix. This person was very unhelpful After sitting with that person for over an hour, she told me that I would have to contact the loyalty department. On December 19 th , 2019, I contacted the loyalty department and explained all of this. That person connected me to the sales department to see if they could fix the issue. Sales could not fix the issue, so they bounced me back to the loyalty department. When I talked to the third person in the loyalty department, she said she would have to send this problem to the back office and that someone would contact me within 48 hours. On December 27 th , 2019, I still had not heard a response, so I contacted the loyalty department again. After much discussion, the representative said that the back office had denied the claim from December 19 th . I asked to speak to her supervisor, Joe, who reaffirmed that the back office denied the claim and offered me a $20 coupon for my first month's bill. Furthermore, he insisted that there was no one else I could talk to about this issue to try and resolve it. It is completely unprofessional to have offered me a rate of one price, only to change the price just five days later. I do not believe any of the representatives when they tell me that the price cannot be changed. It got changed once, it can be changed again. Either I was lied to when I originally set up the service, or these representatives are lying to me. Either way, Cox is being dishonest. This is entirely unacceptable.
