ComplaintsforCox Business

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  *** charged my credit card a total of $ ******** on auto-pay for ****************** starting July 2020 through June 2022. I never ordered or authorized TV Service. I never received such TV service. I also could not receive such service because I don't have the equipment to receive TV service. *** refuses to reimburse me these charges that I consider fraudulent if not criminal. From 2019 through June 2022 I was in COVID Quarantine in Europe, unable to return to *******. For 2 1/2 years I had no access to any of ***** invoices. I had no knowledge that *** started charging me for TV that I never ordered while I was in quarantine overseas. When I returned I found the invoices with the unauthorized charges. On June 27, 2022 *** confirmed that they stopped charging me for TV service. *** promised to pay me back.by July 9, but they never paid, and now refuse as this amount is too much to pay back. My *** account #: ******************

  

  Business response

  09/09/2022

  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 September 9th, 2022 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 Executive Escalations Teams at **************.  
  
  
  Best Regards, 
  
  *** - California 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I noticed a $99 charge on our monthly bill for "Managed WiFi Private Package" approximately a year and a half ago. After a little research I realized it was nothing we needed and contacted Cox Business circa Jan 2021 and was told a contract was signed by an employee (what I identify as an unauthorized person to make decisions) which was three years and was issued by a third party company who sold the service. Although signed 8/2019 it apparently did not go into effect until the fiber optics system was up and running 8-9/2020. As a result it does not expire until 8/23. I requested to have it removed because our business has no computers, no TVs and this system never even should have been offered to the business and especially not signed off on by an unauthorized employee. I was told the expense would be the remainder of the contract which was several thousand dollars. The rep was nice enough to extend a temporary discount of approximately $25 per bill for a few bills but that was the extent. I called today to address tech issues (due to Managed Wifi we cannot do our own troubleshooting).I again tried to address contract with retention team.Jair was awesome and gave additional credit then told me that the contract expired in Jan **** and that I signed approval in Jan 21. My response was "Oh h*** no!".I don't know what *** says I signed but absolutely not. I requested a copy of this contract I supposedly signed but have yet to receive it. We have spent $2400 minimum just on the Private Package alone and another unidentified amount through the Wifi backhaul that is apparently required to have with Private Package. We do not need this. This was initiated unauthorizedly and further whatever nonsense they claim I signed is garbage. I NEVER would have knowingly authorized this account NOR contract for something we don't need! We want contract for "Managed Private Package" removed and credit for the money we have spent on it.

  

  Business response

  09/09/2022

  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 begun the process to remove their Managed Wifi package service and are researching if any credits are warranted.
  
  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

  09/15/2022

  Resolution is still pending. Although *** was kind enough to offer to terminate the contractual plan which should never have been offered they have yet to resolve any potential credit for the issue as their initial offer was unacceptable. My understanding is an executive meeting was to be held and our case discussed and I would receive feedback. I understood that meeting to have happened yesterday 9/14/22 but have not yet heard back from *** on a resolution. ****, however, has been very responsive and in communication with me so I sincerely believe he is trying to find an appropriate and fair resolution promptly.

  

  Business response

  09/16/2022

  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. The customer has accepted the credit we have proposed and also removed their ******************** to provide them with an internet package that better suites the business needs.
  
  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

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had several issues with our *** Cable/WIFI since moving into military housing on 01/01/2020. Our first issue was a lie about a $50.00 rebate to our 1st Month of service (which I complained about and eventually received). We purchased *** Cables most expensive Cable/WIFI package Legacy Gold for $190.00 per mos. We had poor connectivity issues from the start and complained. *** Cables first solution was for us to buy a Panoramic Pod to boost our signal ($120.00). Poor connectivity issues continued. After 18 Months, we submitted a complaint to the BBB (Case #********). It took 2 home visits for *** Cable installers to figure out that several mistakes had been made during our initial cable installation. After several hours, our cable/WIFI issues were repaired. We have recently been away from our home for several months. We contacted *** Cable on 08/03/2021 to try & reduce our cable/WIFI service. Regular *** phone representation were not able to help us and we were transferred to *** Cable Loyalty. We were told that our Legacy Gold package was the lowest-costing program that *** Cable had. Further, that we were locked into this program contract until 01/01/2023. No changes could currently be made. We were also told that on 01/01/2023 our rate would go up another $119.00 per month. Why are we locked into our contract when *** Cable broke their end of the agreement by giving us poor cable/WIFI service when (at the time) we were paying for premium? In my opinion *** Cable broke their contract, giving us poor service instead of a *************** which they guaranteed for 18 months. Why cant we break our contract? Meanwhile our cable/WIFI rate has increased over $20.00 per month, per year, each year concurrently. Due to these issues mentioned, *** Cable needs to reduce our monthly rate. *** Cable needs to negotiate/ adjust our monthly billing. *** Cable owes us for 18 months of premium service, which we did not receive.

  

  Business response

  08/26/2022

  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 August 25, 2022 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, 
  
  *** - California 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

  Customer response

  09/11/2022

  The matter was not resolved by *******. Originally when moving on base, I was given the option of purchasing one of three cable/WIFI packages (bronze, silver, gold) by *************************** at *** for *********************** Base. I bought the premium package (gold), but our service is slow and poor. When we complained, *** told us there was nothing they could do, due to our surroundings (desert, canyons, limited signal towers). I was told I could buy a Panoramic Pod to possibly boost our signal at the **** *** Store. We have to use this pod, purchased for an additional $120 just for our cable/WIFI to work to date. My concern is *** cable advertising is included in lease packages for **************** Housing leasing for Veterans and family. We were lied to about the cable package/service we purchased. There is only one signal strength on base which is slow and poor. I reached out to *************************** about **** affiliation with **************** Housing and received no response back. **************** Housing stated they have no affiliation with *** even though there are *** advertisements on the ** in their main office, *** coffee cups on desks, *** pamphlets and business cards. Veterans and family are being lied to by ***. Initially, my cable was installed wrong, which I found out 1 1/2 years later. The signal strength, one speed is poor. I needed to buy additional things (a pod) just for my cable to work correctly and our family is not the only family having these problems. Coxs Escalations team is just glorified customer service. I reached out to *** Corp Customer Relations Supervision directly by email (there is no phone number for customers) and got no response back. I was contacted by *** (*****) who left a MSG stating she was from *** Corporate. Later, I called *****, found out she was lying, that her office was in California (not at *** corporate) and that she was actually part of Executive Escalations. Enough, I want *** to mediate, I want my monthly billing adjusted.

  

  Business response

  09/14/2022

  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 September 14th, 2022,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 Executive Escalations on **************. 
  
  
  Best Regards, 
  
  *** - California 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email from Cox Business last week, informing me that my modem needed to be upgraded, so I scheduled an appointment for Friday June 24th between 10am and 12 pm. At 11:30am, I was still waiting for the technician to arrive, so I called *** to inquire about the technician. First I was told that the technician is on their way, and then a few minutes later in the same conversation, I was told that *** cancelled my appointment that day because "your office is closed on Fridays". My reply was" Yea, no kidding... thats why I scheduled this appointment for today". Well, the appointment got canceled by *** and rescheduled for 6/27/22. Meanwhile I wasted 3 hours of my day waiting for a technician to arrive, for an appointment that I personally scheduled, and then *** canceled without informing me. So the appointment was rescheduled for 8 am on 6/27/22. At 8 am on 6/27/22, a Cox Business technician showed up to install the new modem. Well, he had no clue what he was doing, and had no knowledge of how our computer network was set up and completely disregarded the fact that I need my computers up and running and fully functional in order for my business to run properly. Well shortly after he started working, my internet, my phone lines and my entire office computer network stopped working, including the software programs that run the office, which halted my business for the entire day. I am a General Dentist, and run a fully digital paperless dental office. I was unable to call patients, schedule patients, take x-rays, look at x-rays and do anything AT ALL. We even had to go so far as to call my IT computer technician and incur hours of expenses with him on 6/27/22, who not only spent hours on the phone with the *** technician that day, but then my IT computer technician had to come into the office today for an additional 4 hours, to fix the mess left behind by ***.I am requesting to be reimbursed for all lost income not generated that day.

  

  Business response

  07/01/2022

  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 attempted to contact the customer directly to address their concerns and have provided a successful resolution by issuing a credit onto their account for their inconvenience.
  
  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. 
  
  ************
  ********************** Corporate Escalations
  *** Communications, Northeast Region

  Customer response

  07/06/2022

  
  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

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an ongoing issue and I have complained to *** repeatedly to no avail. Every night, *** cycles the internet we pay for and shuts it down after 10:30PM, 11PM. It's fine all day and into the evening and then as time approaches where *** assumes people go to bed, the WiFi disappears. I have increased my monthly speeds (which is what they say is the problem, but it isn't) and so now I pay more and still do not have reliable connections. There are no other providers in my neighborhood so I have no choices. And this is a common practice in the industry that they deny. Anything you can do to help would be greatly appreciated. I am sure you are swamped and have many more important issues to address. Thank you in advance for your consideration.

  

  Business response

  05/27/2022

  
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.  
  
  
  Best Regards, 
  
  *** - California 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team- 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received my Month of ********* *** **** and realized my monthly internet **** has increased by $30. I called *** **************** on ******* and talked to "Myrina" (no last name provided). She stated she is a "manager" in the ******************************* and explained the raise is due to my *** "discount" being taken away by *** . I explained to Myrina that I am a 65 years old senior citizen who lives on a fixed income from retirement pension and pleaded with her to reinstate my *** discount and restore my previous monthly charges of $63 per month. I pointed out to her that I have been receiving numerous correspondence from Spectrum offering me a highspeed internet for $49.99 a month. I explained further to Myrina that I have been with *** for many years as a loyal customer and do not wish to switch to Spectrum or any other company. Myrina was unable to assist me with my request. I would like to reach out to *** CEO and President's ****** for his/her intervention to help me. Please reinstate my *** discount and please restore my monthly charges of $63 a month. Thank you for your understanding, empathy, and accommodating your customer.

  

  Business response

  04/29/2022

  
  Dear ****************,
  
  *** Communications (***) is in receipt of your complaint filed through the Better Business Bureau.
  
  Let us begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so will enable us to improve the quality of the service we provide to our customers.
  
  Our Executive Escalation Team member called you on April 27,2022, to discuss your concerns. You stated you spoke with a *** Loyalty team member on April 22, 2022, and you were told no other offers were available to add to your account with the $5.00 off promotion currently on your internet service. We advised the offer that expired on April 17, 2022, was a special reduction in internet pricing for 12months. These discounts are not available to be renewed or extended. 
  
  Our Executive Escalation Team member was able to remove the current $5 off promotion on your *** account and replaced it with a $30 off discount for 24 months, expiring on May 17, ****. Please note that this discount does not lock in the current rate as you will be subject to any potential rate increases that *** occur.
  
  If you have any further questions regarding your account,please call our Executive Escalation Team at ************.
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

  Customer response

  04/30/2022

  
  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

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business practice is unethical, unprofessional and unreliable services. We have been there customer for many years. Since Covid time, our devices went down and not working. However I been paying consistently but our salons doesnt get any services. When calling the technical support, they have no record of no service since the devices have no mean of response. So not only devices are unreliable and support is not technically knowledgeable or equipped with report data. They just dont know if they equipment is function or not. When call to cancel services, they charge for early termination fee to us and we have been their customer for over many years. They explanation is contract renewal every year without customer knowledge or approval and does not matter if long time customer or new. Jolleta ****** at ********************** is unprofessional and doesnt know how to communicate with their long time customer. All she said is we will charge you $750 plus etc.. doesnt take time to understand the situation or provide a mutual solutions or any solution at all. Her line is would you like to read the contract and keep on repeating. Very unethical business practices.

  

  Business response

  03/06/2022

  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. 
  
  Nene N.
  Executive Resolution Specialist
  *** Communications, Southwest Region

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried for so long to get my surveillance service work with someone and no one contacts me. At the beginning I called a few times because the cameras where down and they come and fixed it but at some point I was tired of calling and getting down time and requested to cancel all my cameras. So I tried calling a few times, unsuccessfully someone at the end of being transferred so many times with no answer, someone will take my name and number and said that someone will contact me soon, months past and no one calls me back. So a about a month or two a go someone contacted me about the changes on the surveillance system being changed to cellular data, I explained again that I didn't want the cameras... here I AM again she said she will have someone contact me and no one did. Now I have no service at all on my cameras but still being charge for it. I need a resolution asap and credit for all this down time Now, keep in mind that my vehicle got stollen from the back of the building where I have cameras and guess what? they were not working at that time. I have proof of the stolen vehicle and proof that was not working

  

  Business response

  03/06/2022

  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. 
  
  Nene N.
  Executive Resolution Specialist
  *** Communications, Southwest Region

• Initial Complaint

  02/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 1/29/22 we went to the *********** location of *** to start ************************** and voice services to be effective at end of day 1/31/22. At this time we specifically asked if removing the voice before the end of promotion period would effect anything. We were assured the voice (telephone) services could be removed at anytime without issue. Today 2/21/22 I called and was informed that if I removed the $24.46 voice services from our plan that my **** would increase from $104.46 to $113 instead of going to the expected total of $84. No resolution was offered.This is not what we were told when we signed up otherwise we would have gone for another option since we knew we would only need the telephone service for a very short period. We are asking that the initial contract be upheld and that we only be charged $84 for our current level of internet services and no longer be charged for the telephone services effective 3/1/22 until the end of the promotion duration.Thank you for your time.

  

  Business response

  02/23/2022

  
  Dear *************************:
  
  *** Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let us 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.
  
  In your complaint, you expressed feedback and concern regarding customer support and disconnecting your phone services.
  
  The Executive Escalations team spoke to you on February 22, 2022, to discuss your complaint. During the conversation we we're able to speak with ***********************************, the account holder who authorized the removal of phone service. As a result of the phone changes made to the account the current discounts, we were able lower your current monthly rate.
  
  Feedback has been given to address the customer support problems you have reported.
  
  If you have any questions or concerns regarding this response, please contact our Executive Escalations Team directly at ************.
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

  Customer response

  02/23/2022

  
  
  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

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** cable services are a nightmare, its slow, spotty and can not keep an connection. Unfortunately they are the only service & can get in my area. Something has to be done I should not need (or be changed) for extra equipment for services I cant not get anywhere else. I havent had a steady WiFi connection in weeks! I

  

  Business response

  01/25/2022

  Dear *******************,
  
  *** Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let us 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.
  
  In your complaint, you expressed your concerns with our internet service and your connectivity issues. 
  
  A review of your account shows a Field Escalation Technician (FET) was dispatched to your home on January 21, 2022. While in your home, our Field team replaced a fitting behind a faceplate, repaired a cable line, and eliminated an unused outlet. A follow-up call has been scheduled for January 26, 2022, with a FET to see if further assistance is required.
  
  We have issued you a one-time credit of $40.00 for your technical issues. You will see the credit reflect on your next monthly billing statement.
  
  If you have any additional questions or concerns regarding your services, please contact our *************************** at ************.
  
  Thank you for choosing ***.
  
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team
  

*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. ↩