ComplaintsforCox Communications

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They overcharged us for our internet bill. We called in regards to adjust our payment date from May 26,2024 to June 1, 2024. They agree and told us that we don't have to worry about payment till June 1, 2024. Now, they are billing us a bank rejection fee that they filed twice on May 26,2024. We tried calling and explaining the situation but they are not very helpful and wouldn't give us any help.

  Business response

  06/24/2024

  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. The customer had a scheduled payment entered on 5/22 to pay his bill on 5/26. The customer contacted our chat support on 5/25 to change his bills due date but did not ask to change the schedule payment to be processed on the new due date. As a courtesy our specialist provided a courtesy credit to waive the returned payment fee caused by payment being process on the old due date. 
  
  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. 

  David B.
  Senior Customer Care Specialist
  Executive Escalations Support Team

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having intermittent issues with Cox this entire year but this last week has been ongoing. I have reached out to cix and have spoken with 4 people and neither person would allow me to speak to a supervisor. After being told 4 different things by 4 different people, this can be frustrating. Yesterday I had to fight for my credits and now today my services are still not working. They charge so much just to get service that does not work half of the time. This company is making me mentally and physically sick dealing with them and their representatives. Each one would rather transfer me to another person than to send me to a supervisor. I asked for corporate number amd was given the wrong number. I was told I was speaking with a supervisor and it ended up just being a representative. So many lies being told so how am I to believe my services will be restored soon. I was told 4 o'clock today it would be restore but as I'm sitting here writing this message at 4:37pm ct my services are still out. This is extremely frustrating especially when I'm a person who works from home. I need someone to reach out to me as soon as possible. I need this issue resolved and my services fixed.

  Business response

  06/25/2024

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 21835418 filed with your office on June 15, 2024.
  
  Cox apologizes to our customer for her service issues and the recent experience that she encountered when speaking with our representatives. A Cox Senior Customer Care Specialist contacted our customer prior to receiving this complaint and worked with her to get her issues resolved. Cox will review the interactions our customer had with Cox Communications and will use this opportunity for training and coaching our representatives.
  
  We provided our customer with the direct contact information of her specialist should she have additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 25, 2024 Cox Communications lost service connection to some houses in my area but not all and it was stated that there was a network outage. Cox stated that they are working the problem and would keep us updated through text messages or using the Cox App. There were not very many updates and the app was completely useless. They were sending text messages at 9:00pm that they were working the outage overnight on the 25th, 26th and 27th. The Internet has been out for 4 days with no other updates. I assumed that because it was a holiday weekend and there were not very many affected by this outage, they did not care enough to send any personnel to investigate the outage and get it corrected. Several streets around my address were not affected by this outage. There were no trucks visible all weekend on my street and this morning May 28th there was a truck about 4 houses down working on the Telephone pole and just like that internet started working. It sure looked like they didn't want to pay the overtime or didn't care about their customers. The lack of compassion and willingness to keep their customers informed and the lack of sending workers to correct the situation is horrible business. Cox communications was horrible at communicating and correcting the problem in a timely manner. Terrible customer service because of the outage made it difficult to even talk to a real person. They are providing a service that missed the mark in a time when many people work from home and are using streaming services as a television source. Working from home was impacted and they should be ashamed of the lack or speed of repair.

  Business response

  05/31/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's service concerns.

  After review, there was a broken cable in the customer's area that was causing the outages. We can confirm that the network has been stable since the repair on May 28, 2024. Since the service was intermittent for a week, we have applied a credit for $25.00.

  Sincerely,

  Cox Executive Escalations team 

  Customer response

  06/02/2024

  
  Complaint: 21769192
  
  I am rejecting this response because: 

  The Cox Communications company lied to me and others in my neighborhood and betrayed the customers that pay for their services. We were being told of a network outage and that was not a truthful statement because it was a broken cable just about 5 houses down from my address.  I count on my internet for streaming and working from home which was not possible during this time and put me in an uncomfortable situation. For 4 days we were told that they were working the network outage and every night at 9:01pm we were getting text messages stating that they were working it overnight to retore my service which also was not a true statement. Their lack of urgency and their dishonest customer service has created trust issues with this company. When I filed this complaint, I asked for a phone call from the company, and I did not receive any call and got a notification for a $25 credit which is a very sad response to a much bigger problem. Cox communications really failed to communicate and serve the customers like promised because it happened on a Saturday over a holiday weekend, and they didn't see the importance in customer service. The very least they can do is offer one- or two-month's credit to the customers that they betrayed and misled thinking their service outage was being worked when indeed it was not. The internet was restored early on the first working day after the holiday weekend (not shocked) when they finally sent an employee out to correct the situation and it could have all been handled with ease within hours of it happening on the first day of the outage if Cox Communications cared. Their dishonesty, lack of customer service and failure to respond is the reason for rejection. 
  
  Sincerely,
  
  Michael *****

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a follow-up to a BBB complaint filed today against Cox Cable in Pensacola FL. I called Cox to get the amount of my May bill. There were discontinued charges which were not applied to my account. I requested to talk to the Cox Manager when the conversation became contentious. The employee refused to forward my call to her manager. Because the employee would not transfer my call I hung up. I did not request a decrease in my TV and internet services but within minutes of my call my TV and internet services were decreased to only channels 3-22. After channel 22 all other channels was a messsge stating a subscription was needed. Prior to the call I was getting all channels and HBO. I called back to speak to a manager and was told a manager would call back within an hour. I received no call. I now only have channels 3-22 but paying for all other channels and HBO.

  Business response

  05/28/2024

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on May 11, 2024, and assigned ID#21648825
  We would like to thank the Better Business Bureau for the opportunity to assist our customer. We apologize for any inconvenience she may have experienced. It is certainly not our intention to cause any frustration.
  Upon receiving the complaint, the Executive Resolutions team reviewed the customer’s account determined the customer’s tv services were not downgraded. There were however technical issues that may have prevented our customer from enjoying subscribed all channels. These issues were addressed with two trouble calls on May 21st and a follow up visit on May 24th. As for adjustments, we can confirm all adjustments had been previously applied to the account and the reason for the large bill was a new billing cycle had started on May 5, 2024. We can confirm the account is in good standing with a zero balance and services are working.
   It is always our goal to provide our customers with exemplary customer service as well as being a good community partner. As a customer service-oriented company, we know that our success largely depends on our customers' and the community’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that our community member has experienced.
  We appreciate the opportunity that the Better Business Bureau has given to us to assist this member of the community.
  Respectfully,
  Cox Communications East Executive Resolutions team 

  Customer response

  05/29/2024

   
  Complaint: 21648825
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for the ACP program through Cox. That’s the fordable connection program where they take $30 off your bill a month I was approved October 3, 2023. Cox communication sent me an email on that day, I saw that the $30 was not being taken off of my bill so I called them, they informed me that I should’ve got an email a couple of days later stating that my ACP was removed. Never got that email. I got an email on January 6, 2024 stating that my ACP was discontinued. I need a bill adjustment for the month of October November, December and January, because those are the months that I was approved. I’ve spoken with Cox communications several times about this matter and I can not get a price adjustment. I just spoke to them today May 9, 2024 and they stated the ACP program got discontinued in February 2024. All I want is a refund of $120.00please help me.

  Business response

  05/10/2024

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 21688431 filed with your office on
  May 09, 2024.
  
  A Sr. Customer Care Specialist contacted our customer on May 10, 2024, in response to her complaint concerning the Affordable Connectivity Program (ACP) discount. The Specialist advised that when she attempted to enroll in ACP in October 2023, her credentials were initially valid for ACP enrollment w/ Cox. However, Cox was notified by the government shortly after indicating that our customer either already had the benefit at a different address or, someone else used her name to qualify for ACP, and the discount had to be removed with her Cox account. Eligible consumers can only have one ACP discount in their name. Cox and other service providers are not able to determine if a customer is already enrolled in ACP with another provider until the customer’s enrollment information is sent to the government for verification. An email notification was sent to our customer on October 8, 2023 informing her of this, and advised her to contact the USAC ACP support center if she believed this was an error.
  
  Review of our records indicate that when our customer spoke with a Cox representative again on November 29, 2023, and she was advised of the reason why she had been disenrolled in ACP. Our customer also chatted with a Cox representative on January 6, 2024, who again advised her of this. The chat representative advised her that he would submit a ticket to the Cox back-office Team to attempt to enroll her in ACP again. Subsequently, another email notification was sent to our customer later that day again advising that the USAC sees our customer as already enrolled in ACP with a different provider or at a different address, and to contact USAC if she believed this was an error.
  
  After reviewing the account history and past interactions, Cox has determined that the customer’s complaint is not related to a Cox error or issue, therefore no refund is merited.
  
  Sincerely,
  The Cox Senior Customer Care

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to express my profound dissatisfaction with Cox Communications due to misleading communications and unfulfilled promises that have caused significant financial distress and inconvenience. Earlier this year, we were told we could not change our business internet plan until April, despite our original plan expiring last October. We were offered a trial of a higher-speed plan and assured by the representative that we could revert to our original plan if the new one did not meet our needs. Upon deciding that the new plan was unsuitable due to increased costs, we attempted to revert to our original plan. Contrary to prior assurances, we were informed that I had verbally agreed to the new plan and could not make any changes. This has led to an exorbitant increase in our bill, compounded by late fees. Both my wife and I rely on reliable internet for our home-based jobs, and the lack of transparency from Cox has placed us in an untenable position. We have been loyal customers since 1988, and it is disappointing and frustrating to be treated with such disregard. The monopolistic service we have received is coercive, as Cox is the only cable service available in our area. Desired Resolution: Immediate reversion to our original plan or transition to the Essential Bundle 500. Full waiver of all accrued late fees due to the miscommunication. A formal apology from Cox Communications for the inconvenience caused. We trust the Better Business Bureau will assist in rectifying this situation promptly and justly.

  Business response

  05/15/2024

  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. 
  

  Matthew D.

  Executive Resolution Specialist

  Cox Business

  Customer response

  05/15/2024

  
  Better Business Bureau:
  
  Upon thorough examination of the response tendered by the entity in question, Cox Communications, with regard to the grievance delineated under complaint identification number 21649744, it has been adjudged that the resolution proffered therein aligns with the principles of equitable redress. Consequently, it is hereby declared that the resolution is deemed satisfactory and accords with the expectations set forth at the inception of this inquiry. 
  
  Sincerely,
  
  Sean ******

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At some point I found out that I was being charged for cox complete care but I had never asked for it. So I called and stopped it. Then on my next bill I saw they had charged me Feb 7, 2024 $80.25 for Cox complete care cancellation fee. So after being on hold for a while I then had to go through 3 individuals but the said I was being credited the cancelation fee and it would be applied to next billing cycle. I reviewed my bill today and there was no refund of the cancelation fee. So after waiting on hold for 30 min I decided to try chat. This was a waste of 45 min. I kept getting asked the same questions over and over. I kept asking for a supervisor but they refused. They either have short term memory loss or just incompetent or they are trained to just frustrate long enough for us to give up. I would like my refund!

  Business response

  04/30/2024

  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. Our senior customer care specialist reversed the service charge applied on 02/07/24.
   
  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. 

  Senior Customer Care Specialist
  Executive Escalations Support Team

  
  

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21639981, and find that this resolution is satisfactory to me.  I hope changes will be made in business practices to avoid having to escalate these kinds of issues to BBB.
  
  Sincerely,
  
  Janet *************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Cox Communication 4/17/2024 to get the April bill. . The man I spoke to told me I owed over $400.00 I told him that could not be true and I read off all the payments to Cox from January to March from my bank account. The amounts were as follows: 2/5/2024 $450.00 for January and February, 2/12/2024 $134.22, 2/12/2024 $69.74, 2/28/2024 $224.56, 2/28/2024. $69.74, and 3/25/2024. $291.74 He stated that was not what showed in Cox records. I asked what did I needed to do to prove my payments. He stated Cox records were correct and my bank records were wrong and he hung up. I previously made a BBB complaint about a phone I had wanted to purchase. I went to the Cox on Hwy 98 Pensacola FL 4 times spending in excess of 7 hours The fourth time I went to pick up the phone there was another problem. I went back to Cox to have the problem fixed. The phone number was another person with the same number The phone number I received had the person’s name, address and credit card information so I wanted to have the number changed. They gave me a hard time and stated that the number had been cancelled but had not been erased yet. I said I wanted a different number. Finally one of the men techs acknowledged that indeed the phone was active on another person’s account I stayed at the office for over 3 hours and told the tech I had a problem at home and I would return. Three hours later I went back and they just handed me the phone. When I went to my car I noted that someone had entered their name on a google account. I went back into the store and told the manager I had spent to many trips and time to correct the problems So I told the manager I did not want the phone and I wanted the amount I paid for the phone to be applied to my account. That has not been done. My Cox services were disconnected tonight. Cox made a mistake and has not corrected the mistake and there should not have been a disconnect because I have paid my Cox account to date

  Business response

  05/06/2024

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on April 18, 2024, and assigned ID#21591831
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  Our Executive Escalations Specialist has contacted our customer and regarding concerns as they related to her mobile service, device charges and home service charges. The customer opted to stop making payments on her home services account as we worked to resolve the mobile service issues. Due to this decision her home services account was suspend for non-payment. We restored service and waived fees associated with this interruption in service. As for the mobile service issue we have connected with our customer and can confirm the mobile device was left at our retail store. As our customer was unable to return to the store to complete the return process, we worked to find an alternative resolution. We apologize for the delay in completing the request and can confirm we were able to check in the device that was left at the store. We closed the mobile account at the customer’s request and in leu of refunding mobile service charges, we applied the adjustments to the customer’s Cox home services as requested by our customer. Our customer indicated this resolution was acceptable.
  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success 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.
  Sincerely,
  The Cox Executive Escalation Team

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21591831, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Alyce ****

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am in the United States Navy, and received orders to PCS from Pensacola Florida to Fort Meade Maryland. During my time in Pensacola, I utilized Cox communications as my Internet service provider. I got new equipment from Cox and I was told both by my landlord and the Cox representative at the store I got the equipment from, the equipment was to stay at the address that it was being utilized at and it did not need to be returned. After I moved and canceled my service, I was told I needed to return the equipment, but obviously I no longer had access to the apartment at which the equipment was left inside. I told the representative on the phone the same thing and then eventually spoke to a man, who said that he would take care of it because he understood the issue/miscommunication and that I would not be either responsible for the equipment or charged for not returning it. As of today March 24, 2024 I was charged $230 after being told I would not be charged anything and I was not responsible for the equipment due to being told by a Cox representative when I originally got the equipment that I was not to take it out of the home. I want that money back as I should not be responsible for an employee telling me incorrect information.

  Business response

  04/03/2024

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on March 26, 2024 and assigned ID#21479051. 
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  

  Our Executive Escalations Specialist has contacted our customer and regarding his concerns as they related to an equipment charge. We have addressed to his satisfaction and have processed a refund.

  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success 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.
  Sincerely,
  The Cox Executive Escalation Team

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My ******* account was hacked and I couldn’t retrieve any information. I took it to ******* and they said they couldn’t help and referred me to *****. I called ***** and because my passwords were in the hacked phone. ***** couldn’t help either. I went to Cox Cable on Hwy 98 in Pensacola to get a new phone. . I spent 7 hours over 4 days for them to fix the phone. Someone else had the same number as the phone Cox gave me and I wanted a new phone. I have the persons name, phone number and address. They were very mad and said that was impossible but I still said I wanted a new phone number. The fourth day they still did not have it working so I went to my car and realized I still couldn’t use the phone so I went back in the store within 5 minutes of receiving the phone and told the manager I did not want the phone and I left it with him. I was told this morning that the phone was still being used and it was in my name. . I said I left the phone with the manager and I didn’t didn’t have the phone I left it with the manager. I thought the problem was over when I left it at the store. I was called today saying my phone was at the store. I called and said I turned the phone into the manager and wanted what I paid for the phone applied to my account. I spent two hours on the phone trying to explain I didn’t have the phone. They continued sending me to different offices which did not even want to hear the problem. I paid $178.74 for my cable TV service and now my TV does not work because they said I didn’t pay my bill. I explained I paid $178.74 and they just hung up the phone. Yes this is a problem but Cox does not want to fix their mistake. The phone was left at the Hwy 98 store and I don’t have it. I want Cox to get the phone from Hwy 98 and apply the cost of the phone to my account and give me back my cable services.

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