Cox complaint: Double cost after a deal?

This is regarding Kathleen McCollum’s account (480-559-1330) We traded in 2 I phone 12s for new phones. I got a revised quote on a trade in due to cracks (480-603-5708) and it asks us to accept the offer or they will withdraw it 08/15/2024. Clicking on the “accept the offer” link brings us to the Asurian website where it says the link is broken. All we want to do is accept the offer.

We just spent 1-2 hours on the phone with cox tech support through several levels and at the end they gave us a direct number to call to talk to Asurian. (888-275-5108) we called and There was no option to talk to a live person. We kept hitting “0” and eventually we got a live person on the line, which transferred us to a tech support person. We explain the problem and he kept telling us to wait 3 minutes here 4 minutes there and he went away several times and was talking to other people in between. After 30 minutes his answer was “you have to take the phone down to the cox store” which we had done quite awhile ago and they couldn’t help us. We got an email from Patrick which had your name, phone number, and email so we contacted you. That is where we are

Fast forward- surprise. No money back and for same 500 teir that I was paying 160 for and see below second email.
Second email…

I am a fustrated customer. Since July 2024 I have had nothing but problems with Cox/Asurian.

I agreed to a lock in price of 44.00 to cox mobile and have the same internet plan for 65 00.

My current insurance plan is the same plan for 180 plus 105.00 cox mobile.

After numerous calls and getting Asurian repeat said have contact cox. Call cox and said contact Asurian. Finally after couple tries, Asurian and cox stated go to cox store.

I went to Chandler blvd and 101 to ask about rebate and faulty QR code that not work to ship phone back.

The first Rep was very rude and repeatly said we don’t handle cox mobile and can’t touch phone. Mr Patrick Dempsey took over hearing my situation with customer service. He was able to go higher up and Kim Connelly of Asurian fix and resent QR code and stated it should be smooth sailing after the issues. To This Day still can’t get my Appox 300 bucks back rebate and higher costs.

Today Nov. 4th, 2024 was the final straw. When o check my cox app, it stated I need to upgrade to new plan. I chose the 65.00 one while back. Now it says I can’t pick and have make a call. I use Oliver chat app to get live Rep. He stated that my plan will cost 289.00 a month for same current plan I have I stated how double when I locked in a price of internet 500 teir, agreed switch to cox mobile to lock in 2 years 44 bucks?

I agreed to lower the bill but been quoted twice as more price. The live agent kept insisting its 289.00 but wont check files and where
my rebate and all that.

Help Please.

Thank you.
Kathleen

Sent from Yahoo Mail for iPhone