How frustrating! This would’ve been my face during it all …

Oh my word! What an ordeal.

I had a go around w/Cox this last week. They charge outrageously if you have to have them out. We had an amplifier plug/box thingy that either overheated and the plastic fell apart, or it got blown out by a power surge. It's a part they give you to set up your computer/router/internet stuff. Key word: SELF SERVICE.

I took a pic of it and went into the store to see if I could get a replacement.

Store #1 suggested I go to store #2. Nope none there either. But the assistant manager was extremely helpful, added the $5.00 insurance to my bill, and lowered it as well, set up an appointment for a technician to come out and assured me that I would NOT have to pay for the tech guy to come out and replace the box. (plug on one end goes into wall, another goes into the computer, and then it plugs into the battery backup/surge protector. Not complicated.)

I get an email saying the tech person is coming on Monday and it'll cost $100. (Just like the manager said I would....and not to worry.)

Bill comes next week.

I got billed $100 for the tech AND they jacked up my internet charge $20.

#@XX^%$

I called the 800 #. Went through robo-hell, pushed all the numbers finally get to the right department, and they were closed. Didn't know they closed at all. So I did the online chat thing....

"We sent you an email saying it would cost $100 so there's nothing we can do."

Yeah well you also told me I wouldn't be charged.

All this time, they kept telling my "your time is golden" and "your important to us"

yadda yadda.... If my time is so "golden" why is this so difficult to resolve??

So I made a trip back to store #2. The young lady took the $100 charge off, undid whatever was done to raise my internet charge, and worked some magic and lowered my bill $40.

I am a happy camper.

At the moment.

We'll see what the next bill brings.

Surreal. One of Dante's circles for sure.

I was pretty shocked that a computer could be programmed to refund a late charge. It must happen all the time for it to be an option. Probably cheaper for them to just refund than paying wages to customer service personnel.

LOL I had a similar thing happen 30+ years ago. DH had a Sears account, he had the card. He had it when I met him, we were married for less than three years. I was 9+mos pregnant shopping for his first Father's Day gift. Due to a promotion decided to charge it to the account. They looked it up yadda yadda. FF two years, we were wanting to buy a new house. Credit report came up 'never paid' and stopped our loan. I never got a bill!! No bill because DH's address had changed several times since he took out the account. They couldn't track us down. Now this would be our fault IF I hadn't had the Sears Associate fill out a change of address card the same day I charged the gift!! Many years at the Mall working at a JCPenny I was no dummy. BUT alas it failed. Sometimes you can't catch a break!!!

I so dislike the sometimes lengthy "press" options!

Longish, but exceptioal customer service story - DD1 recently had 5 packages to mail. One was to me in FL, one was a return to Varley in CA - large warehouse. She accidently switched those return labels, which led to one confused mom when I saw such a large box delivered. Mine was the paperwork and keys to a Reuge music box we bought in Lucerne in 2000. I needed those keys to access four of the five musical cylinders that are locked in the drawer. She emailed (no phone number!) but it took days to get a response and numerous emails back and forth with days between. In the meantime, I contacted Reuge, they no longer use the same key system and have none of the older keys. I found a certified USA repairman, who had no keys, but he had a contact that used to work for Reuge. I would have to remove at least one lock to mail him. If he had a key, I could buy. If not, he could make me one. The day after I emailed with him, DD1 received word that whoever opened the CA package went to the trouble of giving the contents to their main office. Varley verified my address and I received the package yesterday. I never thought I would see the keys again. It felt like "miracles do happen!"

WTH?! ive had similar experiences, but yours captures the insanity of it all best.

Pudgeder - a similar thing happened to me, with my cable - except my cable company is Time Warner/Spectrum/whatevertheyarecalledthisweek.

I had a part break, couldn't get any of the self service replacement/fix options to work, so they sent a tech out. The tech told me I "had to" get multiple pieces of new equipment (changed my modem too -why? I don't know..), never told me said new equipment would also come with "activation fees" along with higher monthly costs.

After several rounds of non-customer service from their customer service, I finally told them to come pick up the new equipment and bring me back my old stuff. Most of the old stuff they took away worked. I didn't ask for the new stuff, they told me I "had to" upgrade it all...

Finally I found someone who cared, or had a brain, or got tired of me or whatever, and instantly took away all of the extra charges and put me back on the plan I had before they so helpfully fixed a whole bunch of things which weren't part of the problem.

My gut says it's literally part of their master plan - hit the consumer with as many charges and fees if possible, knowing that a good chunk of people will just pay it.