Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  5159 Federal Blvd San Diego, CA 92105-5428

  
• 

  Cox Communications

  29947 Avenida De Las Bandera Rcho Sta Marg, CA 92688-2113

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** 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

  Date: 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
  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday June 20th I went to my local *** store to return my cable box and cancel my cable service. I was told my monthly bill would drop from approximately $240 to $175 by doing so. When I questioned why just internet was still $175 a month I was told take it or leave it OR because I was such a good customer I qualified for a significant discount if I signed up for a mobile phone. Total bill for cell and internet would be less than $70 a month. What I was NOT told was that the cell service was a separate agreement, and separate bill. I was also not told that when paying for the $20 phone my credit card info was captured and I was automatically enrolled in auto pay for the cell service. I was hot told that I was signed up for a $7 a month ***************** agreement. It was taken me 3 hours on the phone and another visit to the store to unwind this scam. AND now my internet service has doubled to $145 a month because I wont sign up for a cell phone. Ive been a customer of *** for . 25 years.

  

  Business Response

  Date: 07/03/2024

  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.
   
  Gary L.  
  Executive Resolutions
  Cox Communications, West Region

  Customer Answer

  Date: 07/03/2024

  the statement from Gary at Cox that he was not able to reach me is false.  He called and emailed me.  I informed him in writing via email on Monday that I have turned this matter over to a 3rd party for further actions.  I have also since agreed to participate in a federal investigation into Cox’s business practices.  
  

  Thank you 

  

  Business Response

  Date: 07/06/2024

  Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Better Business Bureau.
  
  We have reached out to you to address your concerns, however, our attempts to reach you via telephone 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 Service department at 844-303-1028
  
  
  Best Regards,
  
  COX – West Region
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

  Customer Answer

  Date: 07/11/2024

  Again and for the 3rd time, I have been contacted AND responded to Cox.  This matter is now being handled by a third party on my behalf and as mentioned repeatedly before, a federal investigation into the business practices had been launched and I am cooperating and participating in their investigation.   
  
  Please stop contacting me.  This was a huge waste of time.   

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Move into an apartment called ****** at ***** in March of 2023. The lady helping me out was moving out of state in a couple of weeks so she helped me get a spot before she left. I had a move in date about a month away. I called *** to get service for internet and set up a day They can meet me at my apartment to set up the router. I gave them a deposit of $50 to secure the date/deposit. One week before the move in date, the apt. complex called me and said that the lady messed up my paper work so i would not be able to move into the apt. I called *** to cancel my set up and they told me they didnt even have anything scheduled for that date or anything on record for me. I gave them $50 for what? A couple months later they sent a bill to collectors for $100. i disputed it and won. but now today they double down and submitted the claim again. so now i have $114 at collects from them. I never used there service, why am i getting things sent to collections?

  

  Business Response

  Date: 07/05/2024

  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 July 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, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/15 /2024 i bought an iphone 15 pro max.the deal *** had going was buy a phone and pay $25 per month for 24 months.first payment they charged *****.went to the *** store and al said they where having a problem and it would be straighten out.next invoice again was not charged $25.00.

  

  Business Response

  Date: 07/02/2024

  Dear ****,
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
  
  Our Executive Escalation team member spoke with you regarding your *** account on July 2, 2024, and have provided a resolution for the concerns brought up in your complaint.
  
  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.
  
  If you have any questions or concerns regarding your account, please contact our Customer ********************** department at ************.
  
  
  Best Regards,
  
  *******************
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team
  
  

  Customer Answer

  Date: 07/04/2024

  
  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

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start by saying Im a hard working family man .. this fraudulent *** account has completely ruined My life I first encountered the problem when I checked my credit report to purchase a home for my family then that was follow a couple of days later by a later from a collection agency Berlin ******* that said they represent *** communication I explained to the company that I have no knowledge of a *** communication account in my name nor did I have any knowledge of the address associated with the account I was directed back to *** who then referred me to there fraud departments website after uploading my proof of income (check stub) and my past and current lease agreement which shows *** lived at my current address for over 5 years and then fraudulent account was established 2021 which Ive lived at my current address since ********************************************************** a promotion at my job , a home for my family , stress etc .

  

  Business Response

  Date: 06/28/2024

  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

  Date:06/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday 06/21 at 9pm, *** notified us via text message that we had an outage in this area, but an hour later, *** notified us that the outage had been resolved but that "one of your devices is having trouble connecting." We did not have internet at all that night and for the entire weekend. On Saturday 06/22, we scheduled a technician visit for today, Monday 06/24. When the tech arrived, he discovered that the outage had never been resolved and re-marked this area as having an outage on Monday 06/24 at about 9:37am. The tech was unable to tell us when the issue would be resolved or what the next step would be, so I went to Customer Chat to speak to a Live Agent, and the Live Agent is unable to tell me when the issue will be resolved or when we can expect someone to come to investigate the issue causing the outage. I would like information on when we can expect a resolution or investigation of this issue. I would also like a pro rata refund for every hour that we have not had internet, as *** is failing to provide the service we have paid for. We pay $60 per month for *** internet at this time. Thank you.

  

  Business Response

  Date: 07/04/2024

  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, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer

  Customer Answer

  Date: 07/11/2024

  Executive Resolutions has delayed communications in this matter by refusing to correspond via email until my request that they send me a letter, at which point they provided me an email address to correspond with their Social Media Team. My email correspondence with the Social Media Team began today.

• Initial Complaint

  Date:06/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payments were initially made on the account until I called to request paperless billing, they asked me if I wanted to also setup automated payment. I agreed, and they said I would be billed and charged electronically as I requested. Fast forward one and a half years later and out of nowhere my service is suspended, ands the entire amount from the initially call to request paperless billing up until now have been being billed (paper), but my account has not been being charged. Instead of suspending my account after a month of no payment as is normal business practice, they allowed my bill to continue to stack , resulting in me owing them over a thousand dollars with ZERO options to get my service back on without paying the one thousand forty three dollar balance.

  

  Business Response

  Date: 07/03/2024

  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

  Date:06/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex informed all tenants that we could no longer have the DirecTV satellites connected to our balconies. I had no other choice but to contact *** to obtain cable service. I had to pay a $50 deposit and $100 for the technician to come install. I am disabled so I am unable to install the devices myself. The tech arrives and informs me that boxes are REQUIRED on all TV's that I can't use the app to connect. I say fine, only to get my bill and be charged a $50 deposit for all three boxes that the tech said were required. The tech did not tell me anything about a deposit or I wouldn't have let him install. I contacted chat support to discuss and let them know I am disabled on SSI with a fixed income. I do not have $250 to give them just to hold for cable boxes. The first chat the agent had me sitting there for 30 minutes without any response. I kept asking what is going on and they said they were checking something. Not sure what they were checking but I finally disconnected without any resolution. Next chat I was told they could not do anything about the deposit. That I would get it back once I disconnect service. I am on disability I do not have $250 to just be sitting with a cable company. Mind you I am paying a monthly fee of $8.50 for the boxes as well. Why would I need to pay a deposit for something that I pay monthly to have. On top of that I was charged the $50 four times when I explained the first deposit was paid during set up. Again, the agent did not care and just stopped responding. I was with DirecTV for 10 years and never experienced such horrible customer **********************. This is starting off wrong and I just connected the services.

  

  Business Response

  Date: 06/21/2024

  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 Answer

  Date: 06/25/2024

  
  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,
  
  ***********************