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Lets_NOT_Chat's profile
Lets_NOT_Chat

New Contributor II

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4 Messages

Sunday, April 2nd, 2023

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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.

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2 years ago

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Darkatt

Honored Contributor

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1.9K Messages

2 years ago

So IF you had a Technician come to your home, the CCC would cover that cost. IF there was no Cox technician, and/or the person you spoke with in chat was a cox rep, and not a CCC agent, then have them remove the CCC. IF they transferred you to someone in CCC somehow, then again, 75$ if cancelled in the first 3 months. Again, no tech to your home, no software issues on your devices, or personal routers, then CCC should not have been added, and there would not be a 75$ fee. 

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Lets_NOT_Chat

New Contributor II

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4 Messages

You do not seem to understand my post. Here are the facts:

  1. I understand what CCC service is and what it covers. That information is irrelevant.
  2. I never requested CCC service coverage and I never approved it to be added to my account. 
  3. No Cox technician has visited my home. I do not have nor did I complain about any software or device or service issues that would need a Cox technician,
  4. I called Cox and spoke to a Cox agent a week after CCC was fraudulently added to my account by the Cox chat agent on 3/22.
  5. The Cox agent I spoke with said he could not remove CCC from my account without triggering a $75 cancellation charge. The Cox agent said all he could do was add a credit to my account to cover the charges for CCC coverage until June when I could again ask Cox to remove CCC coverage and avoid the $75 cancellation charge. But it is MY responsibility to remember to call back in June to make this request.

THAT is a SCAM

2 years ago

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Bruce

Honored Contributor III

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5.7K Messages

Of course it's a scam.  Most of the problem are attributed to the Cox network so you'll pay $10 a month for problems outside your home.

I'd contact the Consumer Protection Office for you state to help recoup your loss.

www.usa.gov/state-consumer

2 years ago

Darkatt

Honored Contributor

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1.9K Messages

AND you didn't comprehend what I told you. If there was NO CCC service, and NO trouble call, there will be NO 75$ charge. Cut, Dry, End of story!

2 years ago

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Lets_NOT_Chat

New Contributor II

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4 Messages

I comprehended your reply, but your replies are saying there would be NO $75 charge which contradicts what Cox itself told me when I spoke with a Cox agent. As I said, I already called Cox and asked them to cancel CCC and the Cox agent said I WILL be charged $75 if I cancel now even tho i have not used the service. 

Are you saying the Cox agent lied to me? 

Cutting this short, I will drive to a Cox store and deal with Cox agent directly rather than by phone and try to resolve this without any BS charges. What a PITA.

2 years ago

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Becky

Moderator

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4.3K Messages

Hi Lets_NOT_Chat, I want to make this right. So that I can make sure that Cox Complete Care is removed from your account and I can credit you for any related charges, please email my team at Cox.Help@cox.com. I also want to make sure our leadership is aware of the actions taken by the chat agent, Gio S, so that appropriate steps are taken with the agent. I'm so sorry this happened! We take these types of agent actions very seriously. Please attach the chat conversation to your email so we can forward it to our leaders for reference. Thank you for posting here and for allowing us an opportunity to make this right. -Becky, Cox Support Forums Moderator

2 years ago

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

2 years ago

Just another reason not to use outsourced chat. Thanks for the tip.

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Bruce

Honored Contributor III

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5.7K Messages

2 years ago

If customers get billing statements electronically, I highly recommend reviewing them, especially after making changes, to catch any such mistakes.

I agree.  I called in 2019 and the scammer added Directory Listing - Non Published to my bill at $2.29 a month.

At least Cox reimbursed you.  The rep I spoke with insisted I had requested it.  I have a call blocker and haven't seen a phone book in 10 years.  Why would I need to not publish my phone number?

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