Ken K.

Here is yet another issue with paying my bill less than a year after the last big issue. I called in to talk about my bill as it continues to grow without notice, at least none I'm aware of. So I was sent to the retention loyalty group and spoke to Lucy. She offered me a promotional rate which gave me a healthy discount and retained my current services. She told me how much to pay which I did and all was good until the next bill. The following bill had a past due amount of the discount. I called the normal representative and he could find no record of my account with Lucy. He switched me to retention. They found it and after a long talk and being told there was no supervisor on duty that she would credit the disputed amount but would have to send me to collections for it to happen. Fine, but now collections tells me they can't do that and transfers me to the regular operator who says its impossible to credit there and sends me back to retention where now that person says I was too late when I called in to have this deal done even though Lucy made the deal binding by reading me terms and conditions and my rights. So Cox makes a binding mistake and instead of honoring the mistake if in fact it was a mistake, retro charges me. Mind you over an hour later and circling through their incompetent employees and promises. No responsibility on their part just pay up. I did pay for service reasons but am open to another company after 20 years because the company has grown too big to care about their customers! To be fair after my complaints to the BBB on the original issue last year a rep called me and solved the problem and that was great but why did my issue have to go nationwide before Cox gave a hoot?