ComplaintsforCox Communications

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Initial Complaint
07/26/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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 INCOME
Business 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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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, ***********
Initial Complaint
07/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had requested a refund or stop payment on my *** bill. After waiting and talking via text messages for over 2 hours I began to get frustrated because the rep kept going in circles with me and I may have said a few bad word. Then they decide to no longer talk to me because i called them incompetent. I talked to 3 people in regards to this. This has to be the worse customer ********************** I ever experienced in my life. All I wanted to redo the payment.
Customer response
06/15/2024
I tried to reach out to *** to give a chance to rectify the situation. I spoke with ***** from technical support team. When u ask to speak with someone who has access to accept terms, they refused.
Business response
07/19/2024
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, ***********
Customer response
07/27/2024
I talked with *******. I mean $20 off my bill, do you really think thats worth the disrespect I encountered with the *** representatives?
Business response
07/30/2024
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 July 30, 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 Team?
Customer response
08/03/2024

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. In addition, I do believe they could have done more than $20 off my bill.

Regards,

***************************
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** Internet Service increased my bill to $74.99 when I was explicitly told my bill would remain at $49.99 until 2025 when my account term ends.I demand this be rectified immediately
Business response
07/19/2024
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
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My *** monthly for internet and phone is usually $50 for 13 years now. In June 21 *** billed me for overages going over my data plan. That is news to me, apparently for 12 months now my monthly plan has been changed to limited without my knowledge or agreement. the overage was my current $50 and $100 (total $150) for going over the data limit that i never agreed to.I called and they have agreed to credit me($50) if i upgrade my plan to unlimited and increase my internet speed ($120). I agreed with the increase and paid in full June 21. Now we have this month's bill and they are charging me for previous month service on top of the increase i agreed for the previous month. I called and they cannot explain why i'm getting billed another $59 on top of the $120 that i agreed to change to. On top of this the I have an email from them that offers $85 for the same speed and unlimited plan that they are charging me $120 for.I have called a couple of times and when the first customer ********************** could not explain the bill they transfer me to "collection" where they say they cannot help me only to transfer me back and make me wait an hour on hold until the call disconnects on their end.I wish the bill adjusted to the $84 offer they sent via email with the same speed and unlimited data. I'm willing to remove the home phone if that will add to the monthly bill.
Business response
07/11/2024
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
07/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Internet order was processed online and had the phone agent add cable service. Agent promised that the internet would included in the monthly cost as per the online order. The bill shows a monthly rental fee. ALL phone and chat agents refused to help. **** from the retention department said *** cannot do anything and refused to cancel the services.*** adjust the billing or process the cancellation so I can move on to the other companies who have better rates as seen here. NONE of the agents have helped.
Business response
07/10/2024
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, ***********
Customer response
07/11/2024

Better Business Bureau:
**** took care of the issue in minutes. He understood my question completely. I am happy with his response and looking forward to working with him for the future!

Best,
Rajan

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
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I originally called on June 7th to cancel service because of a 46% price increase in my plan. The agent I spoke with promised me that I would be able to continue my same service plan at my original price of $65 for an additional 12 months. It was at the end of the day so he said the email that would get sent might end up coming the following business day. I never received any emails. I called again on June 18th and the agent I spoke with told me that I cannot get the price that was promised to me and she would put in a request to have the previous call reviewed. I received no follow up. I called again today, July 1st, and spoke with multiple people who told me the first agent I spoke to lied to me and it was not possible to continue with my old price. I was also told the request from the previous agent to have my initial call reviewed was never submitted or documented. I asked to speak with a supervisor who told me the same thing again and was only able to offer a $5 discount on the new price of $95. I told her that was unacceptable considering that I had been lied to multiple times during this whole ordeal. After multiple attempts to speak with agents in the office we are unable to come to a resolution.
Business response
07/12/2024
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 reached out to you regarding your *** account on July *******, 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,

*****************
----------------------------------------------------------------------------------------
The Executive Escalations Team
Customer response
07/15/2024

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
07/01/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 27, 2024, I called Cox communications to verify that my $59.99 per month contract for Internet (Go Even Faster service, 500 Mbps download / 50 Mbps upload, 1.25 TB (***** GB) data plan) would continue past July 1, 2024. The customer ********************** representative assured me that I have a 24 month plan and that I would not have to worry about the rate changing until July 2025. This morning, July 1, 2024, I reviewed my bill and it had increased to $90 per month. Today, July 1, 2024, I called *** customer ********************** again to complain about the deceptive call and to ask them to honor what their customer ********************** rep had told me. I was connected with a customer ********************** **** ******* the issue to him, I continued on the line with him for 19 minutes And then he hung up on me. This issue has not been resolved, I see that my bill is $90. My bill should be $59.99 per month until the **************************** July 2025
Business response
07/17/2024
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 ********************************************************* at **************.

Best Regards,?

*** West Region
----------------------------------------------------------------------------------------?
The Executive Escalations Team?
Customer response
07/29/2024

Better Business Bureau:

The business in reference to complaint ID ******** has Contacted me and resolved this issue in a way that is satisfactory to me. This complaint *** *** now be closed out

Regards,

A. L.
Initial Complaint
06/29/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** consistently does not deliver internet as advertised and when contacted tries to gaslight and upsell their customers. Last time I chatted them, they tried to get me to buy their *** care subscription and went as far as saying they were adding it to my account without my asking or authorizing. I had to quickly reply they better not add any unauthorized charges to my account and wait for them to confirm. It was crazy. This recent time, over the last 3 weeks we have had issues with the download speeds on the service dropping between ten and less than 1 mbps on various connected devices. Typically the interruptions ranged from ***** minutes, becoming more frequent over time. Tonight, what prompted finally messaging technical support was realizing how frequent it became and how long it was lasting (2+hours). After being provided information, *** started by trying to upsell us, asked targeted questions to try and blame our devices, ignored the given information, then tried to upsell us again. They said we had one of the slowest packages at 1GB and offered us 2GB, and wanted us to buy *** care. When confronted on this being a technical support chat not a sales chat, they again blamed our devices and said to take to the manufacturer. I told them they are the manufacturer and they doubled down.
Business response
07/08/2024
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, Southwest Region

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