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Complaint Details
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Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a bill for $177 for one month of internet service at 250 MBPS speed. When I got this service with ***, I agreed to a price of 57$ per month. Since that time, I was forced to add a 50$ monthly usage upgrade that essentially doubled my bill. I agreed to this because I had no other choice. Recently, I received this bill for 177$ and was told it was due to usage charges on top of the 50$ I am already being charged. ***** sister company, Spectrum, offers 300 MBPS internet for ***** monthly with no usage limits. To be charged more than 3 times that amount simply because of the footprint is unfair price gouging. However, I still decided to be reasonable and use the *** website chat support to speak with a billing representative and ask for a one time credit for the 70$ extra usage I was charged. I spent over an hour chatting with a representative who refused to help me in any way. At the end of the discussion, I informed them of my intent to disconnect service and they transferred me to "retention" department who was already CLOSED. A week later, today, I decided to chat with *** again and give them a chance to be rectify this. I spoke with the retention chat department and informed them of my intention to disconnect. I spent another 46 minutes with this individual who took excessive amounts of time between messages to answer me and even repeated the same messages and questions I had already answered earlier. I did not save the chat conversation from the billing agent, however I have attached my conversation with the retention agent for proof. I am a long time *** customer (30+ years at different addresses) and I tried to be reasonable in asking for a one time courtesy on a service that I am already being charged an unfair price for. I have had a nightmare experience and hours later, I am still at ********.
Business response
08/30/2024
Dear *******************,
Cox Communications (***) is in receipt of your complaint filed through the Better Business
Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank
you for bringing your concerns to our attention. Doing so allows us to improve the quality of the
service we provide to our customers.
We have reached out to you to address your concerns,however, our attempts to reach you have
been unsuccessful. Once we are able to speak with you and verify your account, we can address
your concerns and provide a successful resolution.
If you have any questions or concerns regarding your account, please contact our Customer
********************** department at ************.
Best Regards,
*** - **********
----------------------------------------------------------------------------------------
The Executive Escalations TeamInitial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Cox communications charged me twice for the same service and did not, in good faith help me with my service outage in an efficient and economical way.My household was experiencing an internet outage due to a failed modem. On 13 Aug, Cox Communications sent a technician to resolve my modem problem and charged me $75 for the visit. The technician could not resolve the problem and advised that we purchase a new modem. Unsatisfied with the technician's efforts, I called *** and spoke with a very helpful representative who discussed with me options and help me set-up a new modem using *** equipment. The phone representative advised me that there would be a $100 charge for the modem install, and that they would waive the previous $75 since the issue was not resolved. (trouble ref # *********) My *** bill, received 18 Aug, showed two service charges: A service appointment for $75 and Internet Pro Connect for $100.I contacted *** on 19 August to dispute the $75 charge but was not able to resolve, what I feel was a double charge (trouble ref # *********). I believe that *** did not explain to me, in good faith, the services and costs upfront. They knew my key issue; we explained up front that the modem was bad and would not power-up. A technician came out, verified a bad modem and told us to purchase a new one, but never offered the option to install a *** modem. It was only after I spoke with a representative, and after the initial $75 visit, that options were discussed. I feel that *** did not have their customers (my) best interest in mind; if that was true the initial technical would have offered to install their modem all in the same service visit. Further, the helpful phone representative stated that, "I should not be charged for the unresolved issue" (the initial $75 service appointment), but yet I was.I am submitting a BBB complaint to seek help in resolving the $75 charge.Thank you for your help in the matter.Business response
08/30/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer **********************. As a customer ********************** oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
Ben
Executive Resolutions
Cox CommunicationsCustomer response
08/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************
Initial Complaint
08/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In 2019 I opened an account with *** Communciations and later transferred the account into another individuals name (*** doesnt seem to have documented this) and then went on deployment. When I returned I did not reside at that address and *** reached out to collect for their missed payments. I then went back and transferred it into their name once more. Then again *** reached out to collect from me stating that I had not transferred it, from a place I havent lived at in over 2 years. I then contacted the other individual and obtained the equipment and went to their physical location and cancelled the service as well as paying off the balance in full. *** reached out to me today, 5 years after, to tell me I was being referred to a collections agency. I then verified with *** over the phone I did not have a debt, but the collections department stated I owed 250 for the continued service which apparently RENEWED instead of cancelling when I returned the equipment. They are now refusing to assist me other than telling me to dispute the claim with a credit agency, they will not even coordinate with their own collections agency or the external collections agency I was referred to. I havent lived at that physical address for 5 years. They didnt even see that I had returned equipment which I have receipts for. I am also looking to pull previous bank statements to show I paid this balance in full previously. They stated that the service was renewed rather than cancelled. I will not giving this scammy company a single cent. Theyve already dealt with lawsuits charging people more than necessary while providing less service than guaranteed in their contract.The attached documents show that there was a balance for the account which was at an address I hadnt lived at in two years, and then another bill a month later despite me cancelling the service and then a statement showing I had returned the equipment and then a follow on balance of $400. The current balance is 200.Business response
08/27/2024
Dear Better Business Bureau:
Cox Communications is responding to the review filed with your office on August 22, 2024, and assigned review ID ********. We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced.
We have reached out to our customer to address his concerns,regarding the outstanding balance on a former account. While we empathize with our customers concerns regarding his former account, we determined the account was not assumed by his roommates when he left on deployment, making him the responsible party. Thus, the charges were valid, and we cannot recall the reporting from credit bureaus.However, we also understand the situation our customer was in and as a courtesy have waived the remaining charges of $207.77 from his closed account with ***. This will be reported to the credit bureaus as resolved.
It is always our goal to provide our customers with exemplary customer **********************. As a customer ******************************* company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Better Business Bureau has given to us to assist our customer.Respectfully,
**********************
East Executive Resolutions Team.Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
*** Cable has been incessantly raising prices and now that I am "cutting the cord" and cancelling TV services, they are blocking me from doing so.Business response
08/08/2024
Dear ******,
Cox Communications (***) is in receipt of your rebuttalcomplaint filed through the Better Business Bureau.
We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
If you have any questions or concerns regarding your account, please contact our Customer ********************** department at ************
Best Regards,
*******************
----------------------------------------------------------------------------------------
The Executive Escalations TeamInitial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I opened a new account with *** Mobile Services on May 28, 2024, which included the purchased of a new Iphone 15 Pro that I financed through their 3rd party vendor Citizen Pay. I received the phone on May 30th 2024, and was not able to activate the phone or cell service due to an error with the eSIM on the phone. I decided to return the phone and cancel my mobile service with *** on Jun 5th. The iphone was returned to *** via *** (tracking #: 1Z5908R89091128772) on Jun 8th. It was received/confirmed delivered on Jun 10th. *** customer ********************** acknowledged receipt and stated they would notify Citizens Pay that the device was returned and account will be cancelled. I confirmed my mobile account was closed/cancelled on Jun 19th. Citizens Pay continues to state my account is open and they have not been notified from *** that my account is closed; they also claim I still need to make payments for the iphone until *** pays the financed amount. I have called and spoken to customer ********************** multiple times that they will notifiy Citizen Pay without success. As of 30Jul2024, *** has still not notfiied Citizen Pay and my account is now delinquent.Business response
08/02/2024
Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.???Our Executive Escalation team member spoke with you regarding your *** account on August 2, 2024, and have provided a resolution for the concerns brought up in your complaint.????If you have any questions or concerns regarding your account, please contact our Customer ********************** department at **************.???Best Regards,??*** WEST ?----------------------------------------------------------------------------------------?The Executive Escalations TeamCustomer response
08/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
07/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
*** internet failed to disconnect my service after I turned in everything months ago and now sent a big bill to collections.Business response
08/05/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
******
Executive Resolutions
Cox Communications, ***********Initial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Constantly slow/throttled speeds from Cox Communications well below promised delivery speeds. Promised and paid month-over-month for 250Mbps down, but receiving only 2-30Mbps regularly. Attempts to reach out to support have been consistently unhelpful, and technician visits are canceled last minute without explanation and no recompense is made.Business response
08/05/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer **********************. As a customer ********************** oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
**********************, ***********Initial Complaint
07/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Im filing this complaint because *** had to pay my bill with Cox communications two times in the month of July. I have my bank statements to show that I paid my first payment before the initial due date of July 14 two weeks later my payment was still not found so I made a second payment so that my Internet would not be disconnected, although it was not my fault. as of today, ** being charged a return check fee although *** already made the payment two times for the month of July. *** contacted the business several times and nothing is being done to help me or locate this missing payment. This is been quite the inconvenience.Business response
08/05/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer **********************. As a customer ********************** oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.
******
Executive Resolutions
Cox Communications, ***********Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had notice that my modem from *** Communication was getting very HOT, that I used a thermomotor to check the temperature and it read ***** it also read *****, and at times I would lose internet service this lasted about 3 months till the last day I finally unplugged the modem because it became a fire hazard I had contacted *** Communication 3 times and they would not send me a new modem , I was told a new modem will be sent , and I was told that the only way it would be replaced is if I upgraded , even though I am telling them about the fire hazard that the *** Commuinication provided modem became a deathtrap , I live in a mobile home with my senior citizen mother .Because of the unconcern fact that their modem is going to catch on fire and *** Communication would not replace the modem unless I upgraded service , I have a new internet provider and for the fire risk that I was living in because of *** Communication equipment that should not be used for anybody , I don't think am going to pay their bill and they owe me for service not provided without a defective and dangerous equipment . I wonder how many customers that *** communication has the same issue and don't realize the temperature of the modem and the fire risk they are in, what that being said am reporting the modem to PRODUCT SAFETY My account has ACP GOVERMENT BENIFITS PROGRAME FOR LOW INCOMEBusiness response
08/05/2024
Dear *****************************,
Cox Communications (***) is in receipt of your complaint filed through the Better Business
Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank
you for bringing your concerns to our attention. Doing so allows us to improve the quality of the
service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your *** account on August 5, 2024, and have provided a resolution for the concerns brought up in your complaint.
If you have any questions or concerns regarding your account, please contact our ********************************************************* at **************.
Best Regards,?
*** West Region
----------------------------------------------------------------------------------------?
The Executive Escalations Team?Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had *** for 6+ years at the same address. My hardware for cable/internet was never upgraded so I was advised by *** to revise my services which would be cheaper and better. My bill was always about $250 per month. It was supposed to decrease instead the next month it was $500+ and now its over $1000.00. I have 1 tv on cable and internet in a small apartment. I could get ****** fiber for $70.00. The customer ********************** **** is overseas and hangs up or pretends not to understand the problem. I am an attorney and have filed a complaint with the ***Business response
08/01/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we can speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
************
Executive Resolutions
Cox Communications, ***********
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Get a QuoteCustomer Complaints Summary
344 total complaints in the last 3 years.
133 complaints closed in the last 12 months.