ComplaintsforCox Business

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *** decided to partner with ID.me for verification of the Emergency Broadband Benefit (***) program from the **** We were approved for *** benefits in May 2021. ID.me shows that we were verified as of May 21, 2021. *** confirmed in Chat in June ************************************ July. However, the system communication between *** and ID.me isn't working, and therefore *** cannot accept the *** payment to be applied to our *** account. I have called and spoken with many people at *** (chat, phone, store) in the past 6 months. Some agents are helpful, while others feign connection problems and hang up. We have a large number of account notes, several tickets, escalations back and forth between ID.me and ***, but no outcome. This includes an email from ID.me on August 30, 2021, indicating: "After reviewing your account, I see that your status as a Public Benefits Recipient was successfully verified. I can confirm that you have completed all steps with ID.me."I've also heard a number of outright falsehoods from *** agents from various departments (billing, "***," retention/loyalty) throughout the process. This includes: "I don't have a supervisor," "*** has nothing to do with ID.me," "ID.me is a government website," etc. It seems like *** has decided to "run out the clock" on handling these issues. *** agents appear to have been trained to disclaim any responsibility, blaming "the government" and "ID.me" as the problems when *** chose to engage ID.me as a partner. Agents have also been told that nobody other than the "*** department" (which doesn't have a direct phone number that works) is the only people who can help with the issue. However, it seems like the agents there are not equipped either, and one agent told me to speak with a *** retail store. Please contact me for names of agents, dates of interactions, KSR ticket numbers, and other details. Note: name on the account is my partner, but I am authorized on *** account.

  

  Business response

  12/10/2021

  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.
  
  In your complaint, you expressed concerns regarding not receiving the government reimbursement for internet service.
  
  *** records indicate we have received confirmation that the government has approved your *** application as of December 9, 2021. While the *** credit can be up to $50, the credit provided is based on your monthly rate for the internet service. Additionally, one month credit of $50.00 was applied to your account from *** as a one-time courtesy. 
  
  You'll receive a monthly email notification when the *** credit is applied to your account. The credit will continue until the government confirms that the program has ended. 
  Depending on the remaining government funds and the program rules, your credit may be reduced during the last month of the program.
  
  If you have any questions or concerns regarding this response, don't hesitate to get in touch with our Executive Escalations Team directly at ************.
  
  Best Regards,
  
  *** - California
   ----------------------------------------------------------------------------------------
  Executive Escalations

  Customer response

  12/17/2021

  Hello, 

   

  I appreciate the *** Executive ****************** working through the technical challenges on the system side. I don't believe my issue has been addressed in full yet, and I am waiting to hear back from a few voicemails I've left the team. 

   

  *****

  

  Business response

  12/21/2021

  Dear ***********,
  
  *** Communications (***) is in receipt of your rebuttalcomplaint filed through the Better Business Bureau.
  
  We received your complaint regarding issue with Emergency Broadband Benefit, (the *** benefit). In your complaint, you expressed concerns regarding not receiving the government reimbursement for internet service.
  
  *** records indicate we have received confirmation that the government has approved your *** application as of December 9, 2021. While the *** credit can be up to $50, the credit provided is based on your monthly rate for the internet service. Additionally, one month credit of $50.00 was applied to your account from *** as a one-time courtesy. 
  
  You'll receive a monthly email notification when the *** credit is applied to your account. The credit will continue until the government confirms that the program has ended. Depending on the remaining government funds and the program rules,your credit may be reduced during the last month of the program.
  
  If you have any questions or concerns regarding this response, don't hesitate to get in touch with our Executive Escalations Team directly at ************.
  
  Best Regards,
  
  *** - California
   ----------------------------------------------------------------------------------------
  Executive Escalations
  
  
  

  Customer response

  01/14/2022

  Hello, 
  I've left several voicemails for the executive escalations team and have not heard back. After speaking with my partner (the account holder), the resolution I am seeking is the retroactive credit that was promised by multiple phone agents in 2021, dating back to the date of government *** approval (May 2021). This is approximately 5-6 billing cycles ($250-300). Based on information from those agents, we understood this to be automatic as part of the *** verification process. As an alternative to providing a retroactive credit, I would instead accept a monthly service cost reduction of $20 per month for at least 12 months. 

  Thank you.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to *** ******************** in ******, ** to get their pricing for internet. They told me about their low internet rate of $19 per month. I asked several times if this was a temporary deal since I had issues with *** previously?They assured me it was permanent. I was fine for the first year but my monthly **** doubled after one year. I have called *** several times and requested to either go back to old rate or disconnect my service. My **** this month is $40 and my service isnt disconnected. Please help!I have purchased my own modem NOT using any of their equipment. They told me they increased my speed which isnt accurate. Please see if I can get my old rate or disconnect my service. Thanks

  

  Business response

  11/12/2021

  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 November 8, 2021, to discuss your concerns. During that discussion we advised you, your promotional pricing for your services expired on September 20, 2021. You stated you spoke with a  *** Loyalty team member on September 27, 2021, and you were offered a  higher speed  internet plan a discounted rate for 12 months.
  
  If you have any further questions regarding your account,please call our *************************** at ************.
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed my service on hold in 2020 as we were remodeling our home, I was asked to return the equipment from *** which my wide did to the local store in *********. At the store due to Covid she was told there was no receipt given that the store would email me the return information. In July of this year I cancelled the account with *** as we moved to Texas, I received a final **** that says I didn't return the equipment that I mentioned above. I have talked at least 6 times with *** trying to settle this and they continue to say there is nothing they can do I have to prove I returned the equipment.I am now getting threats of sending me to collection over this matter, Ive been a *** customer for over 30 years never had any issues about payments etc. and I will not pay for equipment that was returned last year. Its not my fault during Covid the *** store didn't credit my account for the return.

  

  Business response

  11/01/2021

  Tell us why here...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.
  
  Our Executive Escalations Team has reviewed your *** account and confirmed that that on July 29, 2021, your services were disconnected.  At that time, you were charged an early termination fee (ETF) of $73.03 for disconnecting your cable and internet before the end of your service agreement. Your account was also charged a fee of $125 for unreturned *** equipment.
  
  Our records show on October 19, 2021. Your leased equipment was returned, resulting in an automatic credit of $125.00 applied to your closed account. This left your closed account with a balance of $73.00. Because you moved out of state, your EFT of $73 has been waived and credited, bringing your closed account balance to zero. At this time, your closed *** account is considered settled, and there is no further action needed.
  
  We apologize for any inconvenience you experienced trying to resolve your issue.
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************.
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  Executive Escalations

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cox Business Rewards agents agents.Unfortunately I joined COX Business, the service overall is horrible! THE COMPLAINT I HAVE AT THIS MOMENT IS STRICTLY ABOUT BUSINESS REWARDS.My next complaint will be due to open and UNRESOLVED TICKETS.I received a $100 rewards after signing up.I received my REWARDS card $100 and my 1st purchase was for $52.98 and it went through.2nd purchase was declined. for $30.88. Avail bal. $0.18. I called to get assistance and the agent accessed my account and due to poor customer service he disconnected my call 10/20/21 4:39 pst. I had to call back and now I am on the phone with someone who continuously interrupted me while I was speaking. Another employee who forgot the rules. So he also FAILED. I told him to STOP interrupting me. We both need to be heard and right now I am speaking. I wanted the Corp Address and he gave me ************. I asked for a supervisor and he disconnected my call at 5:07 pm 10/20/2021.I WILL NEVER ACCEPT POOR SVC.

  

  Business response

  11/03/2021

  Upon receipt of this BBB complaint #******** - ******** had shared her experience with receiving Business Rewards rebate card for $100.00.  She had mentioned that the card should have had $100.00 on it but when she proceeded to use her card, she was receiving 'DECLINED' responses and wanted to know why when she said that her balance was sufficient.

  It has proven challenging trying to just talk to a person at the Business Rewards team.  At this time, I am still making a few more attempts.

   

  This case is still ongoing.

  Customer response

  11/13/2021

  COX Business has the most lazy employees I have ever met.

  
  
  As I showed you the MULTIPLE RESCHEDULES, THE MULTIPLE TICKETS, NOW TWO OPEN ESR MAINTENANCE TICKETS.  THESE ARE INCOMPLETE SINCE THE *** THEY WERE OPENED!

  ALL *** EMPLOYEES LIES EACH TIME THEY START TALKING.  NONE ARE ACCEPTED.

  
  
  There should be NO WAY I should still have two OPEN MAINTENANCE TICKETS. AND NO REPAIRS.

  Multiple reschedules and no repairs.  REF FLAG!  
  
  
  MY WORK HOURS ARE 5 AM -5 PM SO THEY USE THAT TIME TO INTERRUPT MY SERVICE AT 3PM 4PM AND 4:30PM.
  
  

  THEY KNOCK ON MY DOOR AT ABOUT 5:30 PM TO START WITH EXCUSES.

  WHY DO I HAVE SEVERAL HD TICKETS OPEN AND THE OLDEST ONE 10/07/2021 AND TO*** IS 11/13/2021. 
  
  TWO ESR/MAINTENANCE TICKETS STILL OPEN 09/30/2021 AND 10/09/2021.  *** TECHNICIANS OPENED THESE TICKETS AND NOTHING HAS EVER BEEN REPAIRED ON THE POLE.
  
  SERVICE STARTED 09/13/2021
  
  TO***S DATE IS 11/13/2021
  
  NO REPAIRS WERE MADE OUTSIDE. 
  
  I AM NOT INTERESTED IN ANYTHING ELSE THEY HAVE TO SAY.
  
  FIX THE PROBLEMS OR GET ANOTHER ANOTHER COMPLAINT!
  
  
  
  
  *****!!

  

  Business response

  11/18/2021

   We want to thank ****************** for taking the time to file her concern.  In receipt of this complaint, *** reviewed the 9/30/21 and 10/9/21 ESR/Maintenance tickets again, per ********************* request. And although she has been advised that these tickets are not service impacting, we did resolve them on her behalf. We hope this helps to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

  Customer response

  11/18/2021

  11/18/2021

   

   

  I can NEVER accept lousy service!

  There are REPAIRS that has been ignored since I started service.

   

  I have nothing but the truth to share about *** and they are 100% LOUSY and careless and some technicians Stereotype which explains why all of my repairs are being deleted and instead of resolved.

   

  I also had a reward gift card that stated was $100.  I do have proof that I spent $52 and after that, I checked and my balance was at $0.18.

   

  It's well into 3 weeks since I complained about a resolution on the gift card.  With $100 I didn't receive.

  It's been since since September 13, 2021 since my new service started with Internet Business.

   

  *** would much rather ruin their name and slow your business down than to lift a finger and invest any money into their repairs that are much needed apparently.

  I said that because every single person I have met in the last 3 months has all said the same things unfortunately and that is that *** is absolutely HORRIBLE.

   

  And without a doubt, they are!

   

  I am requesting EVERYTHING!

   

  And now you see why!

   

  You should have seen why by the attachments, I am assuming I sent maybe 21 attachments and ****% of them were appointments made without me knowing.

  So basically they didn't care that I have working hours and need the service.

  Every attachment is a reschedule that they also did without my approving it.

   

  This lack of interest in being respectful towards customers speaks volume.

   

  I am not Valued and if you have ***, neither are you!

   

  FIX THE PROBLEMS AND AS FOR THE REWARDS, *** CAN'T BE TRUSTED.  THAT EXPLAINS WHY I DIDN'T GET WHAT WAS ADVERTISED. $100

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I unfortunately were forced to sign up for *** Communication when we moved only 5 miles away from our previous address. Now we not only pay more but have a data cap limit. I used to pay the same price with no limit. Now we are getting charged more with small kids in the house that need **** for school. We need the **** to survive and not for gaming or entertainment. It is not OK that they charge $50 for unlimited data. We need to be able to choose our internet provider. Spectrum is a much better company and this monopoly is unfair to single home families and how internet is a necessity for us and our children in order to survive in school and work. *** needs to seriously reconsider their data cap policy. I will be writing my congress person and representative to bring awareness to this situation and problem.

  

  Business response

  10/26/2021

  Tell us why here...
  
  
  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 regarding our Data usage cap and pricing.
  
  As background, *** provides notice that effective September 26, 2017,there will be a charge for additional usage when customers usage exceeds the allotted amount included with our service plans. As of July 1, 2020, the data allowance on all plans increased to include **** terabyte (****TB) of data usage per month, and as you are aware, we also offer customers the option of 500G and ************** add-on packages to accommodate individual needs. 
  
  We also offer assistance to our customers in determining and managing their monthly data usage calculations.  For more information, please visit www.***.com/datausage. 
  
  Additionally, while there may be a perception that we hold a monopoly in *********, in reality, we do not have an exclusive agreement to prevent other cable and internet providers from entering the market and offering you their services.  We are aware of other service providers in your area. However, we do not know the extent of the service speeds, rates, or exact locations of where they offer service.  The decision for another provider to enter the market (or not) and extend their services to your home is that providers sole and exclusive discretion and completely outside our control.
  
  If you would like to discuss your account further, please contact our billing department at ************.
  
  Thank you for choosing ***.
  
  Best Regards,
  
  
  *** - California
  
  The Executive Escalations Team

  Customer response

  10/28/2021

  Now let me give you some background... August 22, 2019 we get a pricing plan for $75 a month for unlimited data and a phone plan.  On August 22, 2020 our plan "promotion" runs out and our data plan increases by 200%. Then you tell me that you are offering me a "deal" with a data cap for 2 years at $100 a month.  Yet another price *****.  All of your template responses are yet another example of your greed and how you don't care about your customers. 

  You say that there is a perception that you are a monopoly but in fact in the true sense of the word you are.  You say that you don't know what other types of internet are out there which is a LIE!!!  Let me tell you what you already know...  ATT is the only other option but they only offer internet speed of 50mbps in my area for a third of what you charge.  But you most definitely already know that.  So that leaves my family with the only option of your greedy company.  YOU ARE A MONOPOLY and the fact that you refuse to acknowledge that shows how corrupt you truly are.  

  You are taking advantage of single families in a time where internet is a necessity.   You say "The decision for another provider to enter the market (or not) and extend their services to your home is that providers sole and exclusive discretion and completely outside our control" but that is another lie.  I know people personally who work for Spectum and they are not allowed to offer cable or internet in your area because of a contract.  All of these lies you are telling could be construed as fraud.  The reason for your outrageous price gouging is because people are leaving you in record numbers and you are trying to make up for it by over charging the rest of us who have no choice.  You serioiulsy need to reconsider your pricing of the unlimited data plan.  At the most our **** should have went up $15 to $20.  After talking to MANY people about this we all feel the same way...  we cannot wait until you are obsolete. 

  

  Business response

  11/01/2021

  Tell us why hDear *************************,
  
  *** Communications (***) is in receipt of your rebuttalcomplaint filed through the Better Business Bureau.
  
  One of our Executive Escalations team members reviewed your account history, and our records showed on August 20, 2019, you ordered the *** Preferred internet service at a promotional rate of $44.99 for 12 months and $68.99 for 24 months, ************** plan free promotion for 24 months, *** Panowifi modem free promotion for 12 months, and *** Premier phone service at a promotional rate of $10.00 for 12 months. The service and promotional rate were activated on August 23, 2019.
  
  On August 20, 2021, you called ***, and as requested, *** disconnected your ********************** On August 30, 2021, you called ***,and, as requested, *** removed the unlimited data plan. A new promotional rate was applied to your account for $20 off for 12 months replacing the current promotional rate of $15 off. On October 15, 2021, you called *** and added the 500mbps additional data plan for $29.99 per month. A new promotional rate was applied to your account for $30 off for 24 months replacing the current promotional rate of $20 off. Your monthly rate is $96.91 as it stands today.Your existing promotional offer of $30 off your monthly rate for 24 months ends on October 22, 2023.
  
  Promotional offers, such as the one you were receiving, are popular with many *** customers and are viewed as a means to try certain services at a reduced rate for a limited time. Our promotional offers vary in pricing and the services they offer, and we change the offers from time to time. We may not always have promotional rates available, and you may have to pay the retail rate for subscribed services.
  
  If you have any further questions concerning your ****,please contact our ****************** at ************.
  
  
  Best Regards,
  
  *** - California
  ----------------------------------------------------------------------------------------
  Executive Escalationsere...

  Customer response

  11/06/2021

  What does any of that have to do with you price gouging and being a monopoly? You still haven't addressed the issue of your lies and deceit. There is no other internet option and you have increased your price by 200%. If you had competition your prices would be competitive. Next time you respond be honest and explain my other options and why I can't get internet from Spectrum, who is far superior than ***. I look forward to your generic greedy response.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March - June we had work done by *** Communications as we leased an additional suite, Suite H, on our block. However, the work has not been completed and I cannot receive any responses via email, phone, or otherwise. At this time: 1 phone line is not working, 1 fax line is not working, we would like to order headphones We are paying customers of *** in 2 locations and not receiving communication from them or able to reach them (phone just rings, chat "down", emails unanswered for months).

  

  Business response

  10/21/2021

  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. 

   

   

   

  Customer response

  10/22/2021

  
  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

  10/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** auto-renewed our contract for three years without letting us know about it during the pandemic lockdown in Nov 2020. In OCT 2021, we changed our business location and contacted *** to disconnect our service. The representative asked me if we renewed our contract, and I said NO. After 15 days, we received a **** for $9305 after several calls and almost 6 hours on the phone, they just sounded confused as me and one week later sent us to the collection.

  

  Business response

  10/13/2021

  Hello, 

  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. 

• Initial Complaint

  08/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm an independent IT consultant and I asked *** to please fix the online account problem where they have the wrong *** account associated with an email address. They recommended solving this through text message, which I attempted on 4 different occasions. They managed to make the problem worse, so i tried calling support and after speaking with 3 different agents, they can't figure out how to fix the problem. I have emailed my contact at the sales department asking for the supervisor of the billing department. No response. Now I'm stuck with a serious problem where one of my clients logs into their *** account and only sees one of their two accounts, because an incompetent support rep has deleted one of their accounts. (law office of ***************************) I do plan to file a lawsuit if this is not rectified in a timely manner.

  

  Business response

  08/30/2021

  We would like tothank the BBB for the opportunity to assist a valuable customer. Please let mebegin with an apology for any inconvenience our customer may have experienced.It is certainly not our intention to cause any frustration.
  
  We have contactedthe customer directly to address their concerns and have provided a successfulresolution.
  
  It is always ourgoal to provide our customers with exemplary customer service. As a customerservice oriented company, we know that our success largely depends on ourcustomers' perception of our employees, as well as our company. Once again, wewould like to apologize for the frustration that the customer has experienced.
  
  We appreciate theopportunity that the BBB has given to us to assist our customer. 

  Thank you, 

  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. ↩