ComplaintsforCox Business

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our Business name is *************************** Legal Services - Business Account We had a 5 years contract with *** Communications from April 2019 through April 2024. I contacted our account manager (***********************) on 04/22/2024 at *** to initiate a new contract, which would significantly lower our bill. **** advised that he would send via email a new quote. After several days, I reached out, but finally received a response days later. Finally, **** emailed a new quote on 05/29/2024, after negotiating and making adjustments, **** finally sent a new contract. **** had indicated in an email dated 05/08/2024 that he would backdate billing to 04/22/2024 under the new contract. I tried reaching out to **** via phone and email regarding *** billing (under the old contract), but after signing the contract, **** was nowhere to be found and stopped communicating with me. This is when I got manager *********************** involved. After several phone conversations along many emails back and forward, *** confirmed that he would ensure that our billing was going to be adjusted accordingly and offered an additional 50% discount off the first month's bill under the new contract. After a weekly contact with Les, our billing hadn't been adjusted. As of today (06/28/2024, *** hasn't been able to adjust my billing. Our bill is still reflecting hundreds of dollars of overbilling. I have spent many days and many hours trying to have *** adjust the billing to reflect the correct billing. At this time, I am expecting *** to make the appropriate adjustments and to also compensate for my time and efforts.

  

  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 are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service 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 Resolution Specialist
  *** Communications, Northeast Region

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am dissatisfied with the recent changes to my service and billing. I have been a loyal *** customer, subscribing to your TV, internet, and phone bundle. On June 11, 2024, I received an email informing me that my monthly bill would be increasing from $257.73 to $282.73, ending a $25 promotion. In response, I took advantage of an email offer to keep my current service package at a rate of $248.70 per month, including a $25 discount for the next two years. I confirmed this order on June 13th and received an order confirmation.On June 19th, I received an unsolicited package containing a new modem. My existing modem was functioning perfectly and did not require replacement.On June 20th, I discovered that my landline phone service is not working. After contacting *** and speaking to FOUR different representatives, I was informed that my phone line had been disconnected and was subsequently reconnected. None of the four agents mentioned any changes to my billing or pricing.On June 21st, I received another email, this time informing me that my new monthly bill would be $289.12. This represented an increase of $41.58 from the agreed-upon price of $248.70.Today, June 24th, I have spent several frustrating hours attempting to resolve this issue with *** customer service representatives. However, I have yet to receive a clear explanation for the sudden and significant price hike. The agents I have spoken to have provided conflicting information, mentioning the new modem, the expired promotion, and various other irrelevant details. No one has been able to explain how the agreed-upon price of $248.70, which includes a $25 discount, could possibly increase to $289.12 within two weeks.I understand that *** may hold a monopoly on high-speed internet in my area. However, I believe that the company's recent actions are not only unprofessional but also unethical. I am deeply disappointed with the lack of clarity, transparency, and customer service I have experienced.

  

  Business response

  06/26/2024

  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 service. As a customer service 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
  *** Communications, ***********

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business has taken the right steps and I consider the problem to be completely resolved. 
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been reaching out to *** for transfer of service from one office to another (in the same building, on the same floor) since the last week of May. We have been calling them several times per week and we still have not been helped. I am being told that we need to vacate my current office today and we will be doing so with the transfer of our phone and internet lines. This will be devastating to my business as we are doctors office. At first the people at *** said that the only person who could help us was the account manager. They gave us his info and after a week of leaving voicemails he finally got back to us. He then informed us that he was on vacation and that he wouldnt be able to help us regardless because he works in *************. We are in *********. After that we have called multiple times asking for help. The last update we got was that it was in process or being put on the schedule. This was last week. As of this morning, we have yet to received a further update.

  

  Business response

  06/20/2024

  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 service. As a customer service 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 Resolution Specialist

  Cox Business

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  june 5 billed.signed up for *** internet on may 23.received a *** box to be installed by me.could not get the system to work.called *** technical support for help,they could not get it to work so they ssaid they would send out a tech.the tech said it was a defective box,so he replaced it and still couldnt get it to work.another defective bo,replced it again stil;l didnt work.so he went out to the alley and clumbed the telephone booth which is off of my property and found a bad wire..so they charged me 100 for a bad boix they sold me,and charged me for a bad line of theres which was not on my property.what kind of joke is this.dont they accept any responsibility for there defective products and there cable line.thank you

  

  Business response

  06/18/2024

  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 service. As a customer service 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
  *** Communications, ***********

  Customer response

  06/22/2024

  
  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

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 23rd, 2024, I called into *** **************** to cancel my accounts. I was able to turn off the auto-renew on one account ******************** and received a 12-month discount on the other (001-7601-031584704). I reached out to customer service today to confirm that both accounts had auto renew turned off. I was told that account ending in 1402 was not turned off (should have been set for June 8th, 2024) and the earliest I could shut it off is now June 14th. Additionally I was told that the discount I received on account ending in 4704 would be removed because it was based on me having multiple accounts (this was never disclosed before). I then asked to be called by a manager and was told I would have to wait up to 5 days for a call back and they would not be able to cancel my account in the meantime, meaning I would have to delay my cancellation and pay for their services just to speak with a supervisor. I need account ending in 1402 to be cancelled on June 8th, 2024 and I would like my discount to stay on for 12 months. Work order #********.

  

  Business response

  05/16/2024

  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 service. As a customer service 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 Resolution Specialist
  *** Communications, Northeast Region

  Customer response

  05/17/2024

  
  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

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My business Oriental Relax Massage closed a store in August 2023 and we wanted to cancel the ***************** We were told that we were under the contract and we need to fulfill the contract. So they made us to move to my apartment ***************************************************************************************************. But we didn't realize the contract was renewed on February 2024 without notice. We called to cancel the contract on May 10 and 13, but they said that the contract has to be honored until February 2025. We feel this is very unfair. We want Cox Business to disconnect our service right way. We should not pay any more for the service.

  

  Business response

  05/16/2024

  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 are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service 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 Resolution Specialist
  *** Communications, Northeast Region

  Customer response

  06/10/2024

  As for the complainant we made about Cox Business when they called us about two weeks ago they said they will terminate the internet service and we owed zero balance. Now we received this bill. We called them and they said we still need to pay. The account will be closed on June 19. We thought that this was not what we agreed to. Please look into this. Thanks a lot for your help.
  

  
  

  

  Business response

  06/12/2024

  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 are working to provide a successful resolution. We have closed out the customer's account without any penalty or fee, per the customer's request. Please let me know what additional concerns the customer is having that requires additional work.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service 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 Resolution Specialist
  *** Communications, Northeast Region

  Customer response

  07/18/2024

  My dispute with *** Communications Business has not been resolved even though they promised at the time the balance would be zero. Recently they kept sending me bill which showed the balance of $350.42. We called them to dispute this, but they insisted that I have to pay. Please help me resolve it.
  

  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a 3 year contract with *** which we have been patiently waiting to terminate. The sales rep at *** mislead us saying they were a carrier in the city we were moving to, which was not true. Unfortunately we did not become aware until it was too late. For the past 3 years we have had ongoing internet, WIFI and phone issues that no other businesses experience since we are the only one with ***. Knowing our contract would be terminating 5/4/24, I opened an account with a new carrier and started the process to port our phone numbers on 4/18/24. Our installation with the new carrier has been cancelled 6 times (we have a 7th attempted scheduled for 5/20/24) because the porting **** keeps rejected our request to release our phone numbers. Apparently they are allowed 3 days to respond to a request and send denials on the 3rd day. The rejections indicate address, acct # and unauthorized user errors. These errors make NO sense, the address has always been the same and I have always been the only authorized user. Ever **** I speak to with *** has me listed except the **** that have the power to release our number. What makes matters worse, I have no clue what name they have because there has never been anyone else, it is clearly a huge error *** made when they set up the account, using a different address, account number and name which I have no clue how to find out. This practice has had the same phone number for over 30 years, all of our clients have this phone number and changing our number is not an option. We just want our phone numbers to be released so they can be ported with the new carrier.

  

  Business response

  05/21/2024

  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 service. As a customer service 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 Escalation Specialist

  Cox Business

  Customer response

  05/28/2024

  
  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. On May 15, 2024, I spoke to **** with ***, who was able to update the errors in the porting system and our phone lines were released on May 19, 2024. I truly appreciate the assistance the BBB provided. 
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I've been a customer of *** for 4 years. i have had multiple issues with the service over the years. This year on April 8th the modem router went bad. Tech came and replaced it with a refurbished one. It too, went bad with in 3 days. I called again and was told to go but my own. I did for ****** for both a router and a modem that is approved by ***. The tech came and again installed one of theirs that he had on the truck. with in 3 days it went bad. I the meant time I've had to pay thousands to my own contracted IT person to re-network my office. It did not help. I've now had to purchase a new internet service by another provider and again re-network my office. I want out of this contract that they auto renewed. I call to inquire multiple times over the last 3 years to cancel this service and at no time did they tell me that they were going to lock me into a auto renew when I called to cancel. No they just offered to adjust the account and discount ********************. I wanted to cancel last year when my contract was up. I own a tax and accounting business and was monetarily disadvantaged by ***. This has cost my small business thousands of dollars over the last 6 weeks.

  

  Business response

  05/16/2024

  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 are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service 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 Resolution Specialist

  Cox Business

  Customer response

  05/20/2024

  
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We switched from **** internet to fiber internet with the same internet provider. They continue to bill us for the **** internet and I have not been able to get them to terminate that service on the bill. At first I was asking for some credit, now all I want to do is STOP the billing.

  

  Business response

  04/17/2024

  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 service. As a customer service 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 Resolution Specialist 

  Cox Business

  Customer response

  04/22/2024

  
  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.  Thank you very much for your help with this matter.

  I greatly appreciate it.  

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *1/16/24 - Called *** to cancel internet services, paid $70 for ETF (Early Termination Fee).*Internet services was still active, and paid FULL amount of $216.45 (including TV, Internet, tax, etc) until March.*Called *** numerous times (at least 5 times) to resolve the issue, although no one was able to fix.*Cancel FULL services, requested on 3/21, then actual disconnection date 3/25/24. *Returned DVR at *** store on 3/25, I was advised to call ************ (billing) to adjust my un-used Internet services.*Called the number on 3/28, explained the situation, ticket was created (KSR000014045602).*Was promised an updates, although no one contacted.*Called *** again, 4/10/24, and was advised that the ticket was denied.*****I called to cancel internet service on 1/16, paid $70 for an ETF. The agent (rude guy by the way) did not process cancelling internet at that time. ***I was charged internet for 2 month, although I requested for cancel. I should receive $70/month internet refunded, plus $70 of ETF, since the service was not disconnected by agent's negligence. Terrible services. I have called at least 5 times, no one was able to resolve the issue but charging me.

  

  Business response

  04/18/2024

  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 are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service 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
  *** Communications, ***********

  Customer response

  04/24/2024

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

*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. ↩