Cox Communications

We have been with Cox for over 12 years and have rarely been late on our bill (if ever). This month we did not receive a bill in the mail and got a reminder from cox. We immediately went on line and made a double payment. I followed up with a call to Cox to let them know. They indicated that there was a late fee and I asked for that to be waived. The customer service girl asked me to make a payment over the phone (with an additional $10 fee). I reminder her that I just made a double payment through my bank. She said she didn't care, that she required a payment over the phone. I asked for a manager and the representative got loud and defensive and eventually hung up on me. All over a $9 later fee .... horrible customer service. this is not how to treat a customer of over 12 years.