Billing Dispute – Incorrect Device Payoff Charge of $473.43

I am raising a formal dispute regarding an incorrect device payoff charge of $473.43 on my Cox account. Despite multiple attempts to resolve this issue through Cox's store, billing department, and online chat support, I have not received a satisfactory explanation or resolution.

1. Original Purchase – September 2023

• I purchased three Apple iPhone 16 Pro Max (256GB, Natural Titanium) devices along with three Cox mobile lines under a promotional offer.

• All three devices were financed through Citizen Pay for 24 months.

• I made the device payments directly to Citizen Pay and paid the monthly mobile service charges separately to Cox.

 

2. Additional Purchase – May 2025

 

• I purchased another device, a Samsung Galaxy S25 Ultra (512GB, Titanium Black), along with a new Cox mobile line under a promotional offer.

• Unlike the previous purchases, this device was financed directly through Cox for 24 months.

• I currently have approximately eight months of promotional credits remaining on this device.

 

3. Closure of Three Apple iPhone Lines

 

• After completing the 24-month financing period, I paid off all three Apple iPhones through Citizen Pay.

• I subsequently visited a Cox store in Scottsdale, Arizona, to disconnect the three associated mobile lines.

• Before closing the lines, I specifically asked the Cox representative whether there were any outstanding balances or dues associated with these devices or lines.

• The representative categorically confirmed that there were no pending dues.

• Based on this confirmation, I proceeded with closing all three lines.

 

4. Unexpected Device Payoff Charge

 

• Upon receiving my subsequent Cox bill, I was surprised to find an additional device payoff charge of $473.43.

• These three Apple devices were financed through Citizen Pay, and I had already paid off their financing balances.

• Citizen Pay has also confirmed that the devices are paid off, although they do not have detailed historical transaction or order information available now as account is closed.

• I do not understand why Cox is now charging me for devices that were financed and paid off separately through Citizen Pay.

 

5. Multiple Attempts to Resolve the Issue

 

• First visit to Cox store: I was directed to contact the billing department.

• Billing department (October 28, 2026): I spent approximately 1.5 hours explaining the issue. I was assured that someone would call me back within 24–48 hours.

• Follow-up through online chat: Since I did not receive the promised callback, I contacted Cox again through its chat support. After spending almost two hours explaining the issue, I was once again asked to visit the store because the chat team could not help.

• Access to account history: I have been unable to obtain the last 24 months of billing statements and original order details through either the Cox website or customer support.

 

6. My Concerns and Expectations

 

This situation is extremely frustrating. I have spent several hours contacting different departments and visiting stores, but nobody seems willing or able to take ownership of the issue.

 

Cox should be accountable for its billing records, promotional offers, and customer transactions. Customers should not have to run from one department to another to resolve a billing discrepancy caused by an apparent internal system or account-record issue.

 

I am requesting the following:

 

1. Immediate investigation into the $473.43 device payoff charge and a detailed explanation of how this amount was calculated.

2. Verification of the original financing arrangements for all three Apple iPhones, including confirmation that they were financed through Citizen Pay and subsequently paid off.

3. Removal and reversal of the $473.43 charge if it has been incorrectly applied to my account.

4. Access to historical billing statements and original purchase/order details for the last 24 months so I can independently verify the transactions.

5. Written confirmation that closing the three Apple iPhone lines has not resulted in any other unexpected device charges or penalties.

6. Escalation to a manager or executive resolution team who can take ownership of this issue and provide a final resolution.

 

I am not disputing my legitimate obligations. I am disputing a charge that appears to have been incorrectly applied despite having paid off the devices through the original financing provider and having received confirmation from the Cox store that no dues were pending before disconnecting the lines.

 

I expect Cox to investigate and resolve this matter rather than repeatedly directing me between departments without accountability. Please provide a formal response and a clear resolution timeline.