A month ago I got rid of our cable. I called in to cancel, was offered no better rate o...

GetHuman-bsmolins's customer service issue with Cox Communications from February 2019

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A month ago I got rid of our cable. I called in to cancel, was offered no better rate or discount in attempt to save the service. The lady “cancelled” the cable and that was that. Next day I took the box back to the store and voiced my frustration in loosing my loyalty discount on my account, not my bundle discount, and that I was upset with how long I’ve been a customer and paid on time for them to be so crappy and expensive. The guy advised my whole tv package was not cancelled and offered to help with my monthly rate by adding Homelife to my account. He stated the Homelife was free for a year, free install and would put a bundle discount back on the account. He then correctly cancelled my entire Tv package and added Homelife. I was told that day, in store my rate monthly would be $**.**. *A week and a half later I logged into my account to pay my bill. The rate due was the $**.** as I’d been told it would be. I paid the amount that day. Today I got my new bill to find I was charged, again, the install fee that was already removed from last months bill. Charged for the Homelife id been told was free . And being charged an additional $** “remaining balance” from last month that no one can explain to me or remove apparently. I talked to one rep via chat and * on the phone, only * promised any help at all and then never followed through with any of the fixes he claimed he was making. *He said that the install fee was incorrectly removed the first time and should not have been billed this month and that he was removing the additional $** from last month as that was incorrect too. Then told me he was transferring me to the discount team to help get my bill lowered to the $**.** I was told it was going to be. The agent in the discount team could not help me either and I’m still stuck with an install fee and remaining balance I am not responsible for! I want my bill fixed

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Cox Communications

Customer service issue
Reported by GetHuman-bsmolins
Feb 19th, 2019 - 2 years ago
Fixed
Seen by 5 customers so far
Similar issue to 848 others
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GetHuman-bsmolins started working on this issue
Feb 19th, 2019 9:33pm
GetHuman-bsmolins indicated the issue is not fixed yet.
Feb 19th, 2019 9:35pm