ComplaintsforCox Business

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Account number ****************** Received an email for pay per view charge of $2.99. I never knowingly ordered this or watched it . Tried chat session, calling and finaly had to go in to local retail store to resolve the issue. I have been a customer for over 15 years. I have never ordered an on demand movie. But no one would reverse the charges except the retail store. The chat session claimed the charge did not exist. A supervisor on a customer service call said the charge was not there. I directed him to the email I received. He said he would take care of it, but transferred me to someone else who had no information passed on from the supervisor. It took several hours of my time to resolve this. I'm asking for a free month of TV service ($140) for wasting several hours of my time for a $2.99 charge that they could have just credited me as a loyal customer. But they choose not too. They have new tv boxes that allow you to order this without any code and the still images appear when the tv times out so the image of pay per view advertising looks very similar to a still image when the tv goes into energy saving mode by ***. They would not remove this feature. I was able to create a PIN so this may prevent further unintended purchases.

  

  Business response

  04/05/2024

  Dear *********************,
  
  *** 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 April 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? 

  Customer response

  04/09/2024

  
  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. 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02.26.24, I had logged on to our online account portal, to find three of our accounts have been deleted from the portal, with only one remaining. I have confirmed with the other authorized users on these accounts that nothing was changed internally. I then reached out to Cox business through the online chat. Two hours later, I was no closer to having the missing accounts restored but worse, found they still have two separate former ******************* groups listed as authorized users and are refusing to remove them from our accounts. This is a clear violation of our service agreement and presents an incredible violation of our privacy. I have faced similar issues in both June of 2021 and then again in October of 2021, at which time I had to file a complaint with the BBB to rectify it then. The fact I am having to do so again is alarming at best. At this point I want the executive offices to explain:1. What changes were made to the online account portal, by whom, and why.2. All other property management emails not ending in @heetwaveproperties.com need to be removed IMMEDIATELY from our accounts.3. All correspondence surrounding this issue with ******************* from 02.27.24, as outline in the emails from *************************** be turned over to me for review of privacy violations.My next step will be a more formal complaint with the Federal Communications Commission.

  

  Business response

  03/07/2024

  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

  03/11/2024

  I have received contact from *******************************, however, he persists in refusing to remove unauthorized users from our account, in addition to refusing to find the paperwork that had been repeatedly submitted to show ownership of these accounts.  I have already clearly been "authenticated" - However, the point being moot, since *** is allowing former employees to access our records.  I was able to rectify my previous BBB issue through email.  

  I have yet to receive any information as to who made the changes to the accounts, removed them from the online portal, etc.

   

   

  

  Business response

  03/12/2024

  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 reached out to our customer to address their concerns; however, without the steps requested to be completed, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer

   

  ****************

  Executive Escalation Spacialist

  Cox Business

  Customer response

  03/14/2024

  Matthew ******** has been provided all of the necessary information.  The requested information has been provided previously in June of 2021, and then again in October 2021. There have been no changes to our accounts since that time, aside from the issue at hand-which has allowed unauthorized entities access to our accounts to make unauthorized changes.  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a 5-year contract with *** communications 2017. See attached. Had an automatic renewal clause, did not remember this fact. Our current lease expired - see attached 01-31-2024. Our new leased space was not ready in time, so we are in a temporary spot in the building the landlord provided. Have tried to cancel our *** account with no success. In short - reviewed California code ***** - see attached e-mails to *********************** our *** ******************** presented me a cancellation contract DocuSign (could not copy) to pay an additional $ ******** on top of the $ ******* I paid for February, when I had no service and *** had receipt of my phones and equipment February 1st, 2024. I paid for 78 months timely. Can you help please!

  

  Business response

  02/29/2024

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

• Initial Complaint

  02/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had an *** discount on our account, we canceled services in December of 2023 and paid off what ever was asked to be paid off because we were closing the account. Which is fine. But we now are receiving a charge of $30.00 because they said the *** program is charging them for cutting the service early so they are charging us that amount. I do not see why we should be paying that when we asked to do a close out when we canceled with *** and they did not mention anything about having to pay the difference later on of what is cover by the *** program. I spoke to a period in store and said they cannot do anything about the charge coming to us. I also called the phone number to see if I could get it resolved but the question was being avoided as to if it is a necessary charge. I do not think we should have to pay this $30.00 because we had gone in the day of cancellation and paid off what they asked us to in order to do the cancellation and then this charge comes out of nowhere.

  

  Business response

  02/22/2024

  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, West Region

  Customer response

  02/25/2024

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

• Initial Complaint

  02/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *** Communications are constantly spamming my business because an unknown individual uses my business e-mail as their own. I've called *** Communications 4 times to resolve this issue, with all reps telling me they have the e-mail address removed. However, month after month since June 2023 I continue to get *** e-mails regarding balances due, past due balances, and shut-off notices! I do not live on ****** Street, I've never resided in ********, and my name is not ****! I want *** to stop harassing my business with all e-mails or I will seek compensation through legal means.

  

  Business response

  02/21/2024

  *** made attempts to reach *************************** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should ******************** wish to discuss this matter further, they can reach a *** representative by calling the contact information provided.
  
  *** Communications

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The issue is not receiving the $500 promotional Mastercard gift card as promised by *** Mobile. Despite multiple efforts to resolve this matter through customer service, the issue persists unresolved.I have raised multiple service tickets, including #CUI000015196127 and #CUI000015318672, where each agent assured me of resolving the issue and dispatching the gift card within 2-3 days. However, these promises have not been fulfilled, and it has now been over a month since my initial query.

  

  Business response

  02/19/2024

  Dear *****************, 
  
  *** 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 February 19, ****, 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  
  service department at **************. 
  
  Best Regards,? 
  
  *** West Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

  Customer response

  02/20/2024

  
  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

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a business owner. I began *** service initiating a 36 month contract starting March 2017. After the end of the contract period, I understood I would be going on a month-to-month service basis. I never knowingly entered into any continuing *** service by which I would have more than a month-long contract. Today, I attempted to cancel service beginning with the last day in my current service month, which ends 12/19/2023. I was informed that I would be charged through the end of an annual contract that I unknowingly entered into, which ends in March of ****. My monthly service is approximately $295 per month. This would mean I would pay $885 additionally due to the contract I had unknowingly entered into. My desired resolution is that my service is terminated as of the last day in my current billing cycle, which is 12/19/2023 and that no further charges accrue thereafter.

  

  Business response

  12/27/2023

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had *** Communications for my small business phone. I had customers complaining that they couldn't get through on my phone line for several months. My burglar alarm was in error mode 3-4 times per month. Always the same problem code, lost phone signal. I called ***, and they sent people out, and tried to fix things electronically on their end. The service people were knowledgeable and friendly. They agreed I shouldn't be in the program that I had been put in. I got complacent and told my customers to use my cell when my landline didn't work (pretty amateur fix) finally after not complaining for a while, but with no better luck, a customer told me they had to bail on using my (two man) shop because they couldn't contact me. I decided I better change carriers and I did switch to ******** Now *** wants a $******* early termination fee. I didn't even know I was on a contract and the dude said it auto renews??? It seems very unfair that a two man business should be strapped with a ******* fine when the service was not working correctly.

  

  Business response

  12/12/2023

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem 1 I am a small business owner here in ******************** California and when we started the business we needed internet. *** is generally the only available here so we went with them. around 14 months later we found out that frontier was here and could save us over half our bill with the same or better quality services. So we decided to switch the only issue was when we went to cancel *** they let us know that we were locked into a ****************************************************************************** full. We never agreed upon a contractual obligation and it was never presented to us in any fashion. This is exploitive of a small business and it is deceitful and a misrepresentation in the contract about how we wanted to receive services. It was told to us that it was a month to month payment and certainly if they were upfront about a near ****** dollar purchase we would have been more selective of if we wanted that service. Secondly time and time again the services have had outages causing our small business loss of our POS systems and unable to take payment costing us valuable sales. We want to settle and be terminated from our contract which was falsely stated verbally and misrepresented via contract which. This is not only bad business practice but it is certainly negligent and fraudulent on behalf of *** and the representatives.

  

  Business response

  11/01/2023

  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 Escalation Resolution Specialist

  Cox Business

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 03/24/23 I called *** and talked to ******** because we were scaling down the business and wanting residential service instead. also the business download speed was only 50 Mpbs and residential was 100 Mbps for half the cost. We have used *** bus for several years, ******** talked me into not changing and she would lower the monthly fee to $118.00. Well this did not happen, I called *** today 10/27/23 and asked again to change to residential service and the guy told me I would need to pay over $1000.00 in cancellation fees. Talked to ****** this time. Very disappointed in *** customer service and at this point looking for alternatives. Now paying $143.00 a month.

  

  Business response

  11/08/2023

  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
  

*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. ↩