Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a Cox Customer for years and when I requested services to repair my landline telephone services I was given 3 appointments. The technician wasn't able to resolve the problem when he arrived and no one showed up for the other 2 appointments.Business response
07/24/2024
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. Our field support was able to address the customer's issue of not getting a dial on two of his home phones by reconfiguring internal telephone wiring in the customer's home.
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
Senior Customer Care Specialist
Executive Escalations Support TeamCustomer response
07/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ***** **Initial Complaint
06/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had Cox estimated from around ***** **** ****** ***** I was given equipment by cox but when i got into my apartment the equipment was in the living room closet. A cox tech came, took my equipment and left the equipment from the apartments. I called to get on record that my equipment was taken and that i am using the apartments Equipment so to remove mine from my account. I was told that I still had to pay a rental fee for using the apartments equipment. moved out *** ** I get a collections notice owing over $300. I called cox was informed that I was in fact being charged for the equipment that I never returned. After requesting a full investigation around $300 was removed from my bill leaving me with an outstanding balance of $77. I AM NOT DISPUTING THIS, which is what I was trying to get Anne to understand. I am disputing the fact that my account was sent to collections wrongfully. Without getting into the credit reporting consumer laws as I do not have enough space I was not notified of this dept and I was sent to the collections agency incorrectly. After the investigation this should have been removed from collections, I should have received a new bill of the new balance giving me the opportunity to pay cox. Now the balance on my collection account has changed from around $300 to now $96. Anne informed me that this was a collection agency fee that they charge to the consumer after saying all that I owe is $77. I have no problem paying the $77 as long as i get a bill. I asked to speak with a SUP multiple times as she continued to inform me that the SUP would only be able to provide me with the information that she has already provided me. She said I could not speak with a SUP and declined to transfer me to one. Remove my account from collections and to send me the proper bill via Email or address on file AND I WILL PAY MY BALANCE OF $77 IMMEDIATELY. I have worked in customer service for many years and I have never been denied a supervisor.Business response
07/02/2024
Dear ********
Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Better Business Bureau.
We have reached out to you to address your concerns; however, 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 you have experienced, and we are deeply sorry we were unable to reach an agreed upon resolution.
If you have any questions or concerns regarding your account, please contact our Customer Service department at *************
Best Regards,
COX – West Region
----------------------------------------------------------------------------------------
The Executive Escalations TeamCustomer response
07/02/2024
Complaint: ********
I am rejecting this response because: cox has done nothing to address my concern. I was still sent to collection when I shouldn’t have been and I still never received a bill. She can only tell me once where they emailed a bill to me and that’s it. They corrected the amount but still refuse to remove from collections so that I can pay. I will be sending proof to the credit bureaus as a consumer they are violating my rights.
Sincerely,
******* ******Initial Complaint
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I began Cox internet service on ****/24 under the ********** ************ ******* for low income households. When I signed up a Cox representative suggested that I get the Cox Complete Care for $10 per month and pay for 3 months and then cancel it. She said this would cover any expense incurred in setting up Cox internet at my home. I received three bills with the $10 charge so I canceled the Cox Complete care. I was not told that I would incur a $100 cancellation fee! If I had known this I would have waited to cancel. I canceled on ****/24. Per my discussion with Cox personnel I’m not sure if I needed to keep it through **** ** **** to avoid the cancellation fee. I tried to "uncancel" Cox Complete Care. The billing department told me I needed to talk to the Loyalty department. The Loyalty department said they couldn’t help me but my local store could. I went to the local store and they said they couldn’t help me. I would like Cox to change the date of my cancellation in order to avoid the cancellation fee and reverse the $100 cancellation fee.Business response
05/16/2024
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
Jennifer D.
Executive Resolution Specialist
Cox Communications, Central RegionCustomer response
05/19/2024
Complaint: ********
I am rejecting this response because: I have returned Cox calls and have not heard back from them.
Sincerely,
******** *****Business response
05/22/2024
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. A credit was applied to the account to cover the charge for removing the protection plan from the account.
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.
Jennifer D.
Executive Resolution Specialist
Cox Communications, Central RegionCustomer response
05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
COX CABLE HAS PUT ME AT HARDSHIP ACCOUNT NUMBER **************** FROM **** ** ***** ** ********. I BEEN CHARGE FOR SERVICES THAT IM NOT RECIEVEING. 1.ON **** *** ****, ****** ** ******** *****. I COULD NOT SEE THE FIGHT. IT WOULD ONLY GO TO THE PREVIEW THE ENTIRE FIGHT. 2.MY INTERNET KEPT BUFFERING. 3.I HAD 4 OUTAGES AND EACH SERVICE TIME TOOK OVER 5 DAYS TO FIX. 4.THE INTERNET DOES PICK UP OVER THE ENTIRE HOUSE. 5. IM NOT GETTING TOP SPEED AND IM PAYING FOR UNLIMITED PLAN. 6.GIVE ME CREDIT OR REFUND FOR EACH BILL **** ** ***** ** ***** ** 2024.Business response
05/01/2024
Dear BBB:
Our Cox Northeast Executive Escalations team had received the BBB Complaint # *********
We had worked with our customer to assist in the concerns mentioned and with posting adjustments needed after discussion. In addition, we scheduled a trouble call out to the home to review services. Our customer was also provided with one of our supervisors contact information ************ in the event further assistance might be needed.
We believe this matter had been addressed. We appreciate our customer's patronage.
Respectfully,
The Northeast team
Initial Complaint
12/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
March. 2023 COX started charging $10.00 for an app called ******* ****** and another $10.00 for an app called ***. We are not aware of signing for these apps and when we called COX for an explanation or proof of agreement for these two apps, they were not able to give us. Since March, they have taken $200.00 from us and we want to seek your help in getting an explanation or proof of agreement from COX. Thank you!Business response
12/29/2023
Dear ******* ***********
Cox Communications (Cox) 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.
We have reached out to you to address your concerns, however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
If you have any questions or concerns regarding your account, please contact our Customer Service department at *************
Best Regards,
COX***** ******
----------------------------------------------------------------------------------------
The Executive Escalations TeamInitial Complaint
11/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cox has repeatedly ignored my pleas to remove this account from all three credit reports. I have never resided at that address nor have I lived in ********. I have Ben denied employment as well as credit due to this fictional account being reported on my credit reports. I also have been charged higher interest rates due to the negative impact this has had on my credit as well as my life.Business response
12/04/2023
Dear BBB,
Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on November *** 2023. An Executive Customer Resolution Specialist contacted our customer in response to this complaint and after researching the account in question, the customer has been provided with instructions on how to fill out an Identity Theft form so our fraud team can investigate the matter further. The customer has the contact information of the Executive Customer Resolution Specialist that handled their case in the event they have any further questions.Sincerely, The Cox Executive Escalation Team
Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Paid an old bill in my name. Trying to get service back and they will not take the block of my address. Paid through 3rd party and cox is lazy to call and verify. I want service and they constantly tell me 24 to 72 hrs before anything can be done. As a consumer if I paid they should be able to restore my service immediately.Business response
08/09/2023
Dear Better Business Bureau:
Cox Communications (“Cox”) is responding to the complaint filed with your office on ****** ** 2023 and assigned ID#*********
The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them. Based on Cox's research findings, the restriction has been lifted.
If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.
Sincerely,
The Cox Executive Escalation TeamInitial Complaint
07/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
When I moved to our new home, I was told there was as installation fee of $100. I told the person on the phone I didn't want to proceed. they told me they will waive the fee to earn my business. I received my first bill and the $100 fee is there. Not sure if i was lied to or just a mistake but refund this asap or i'll cancel and dispute with my card company.Business response
07/31/2023
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.
Sharon
Executive Resolutions
Cox Communications, West RegionCustomer response
08/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
07/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My promotional period was up and I called to see what options I had on **** *** 2023. I wanted my service reduced with no telephone and adjust the 500 Mbps to 250 Mbps for a price of $95.11. I received an email confirmation that showed a price of $121.11. I called back July *** 2023 and was informed that the $95.11 price was no longer available and they would not change to the $95.11. I believe the new price would be $105.11 (it was hard to understand the Cox employee). Cox would not honor their commitment from July *** 2023 and said a supervisor would call within 24hrs. Which is totally unacceptable. I would like Cox to honor the $95.11 price.Business response
07/11/2023
Dear Better Business Bureau
Cox Communications is responding to the complaint filed with your office on July *** 2023, with the assigned complaint ID of **********
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.
We have reached out to our customer to address their concerns. 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 Better Business Bureau has given to us to assist our customer.
Respectfully,
Cox Communications East Executive Resolutions teamCustomer response
07/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
06/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My internet service was interrupted on Sunday, **** **,2023 at 3:00pm EST. A technician was not able to repair until Tuesday, **** ***2023 at 2:15pm EST. I was advised that another technician disconnected my line to connect it to another customer! I work from home and was not able to work for two days due to your negligence. Customer service gave me a $9 credit and a $5/month promotional discount. UNACCEPTABLE! I have peers that have 1 gb for $50 and here I am paying $90! I have been loyal for 15 years! I will be canceling unless my bill is lowered tremendously or my next step will be to contact my lawyer!Business response
06/28/2023
We are sorry for this frustrating experience and appreciate the opportunity to address the customer’s concerns.
One of our Executive Escalations team members reviewed the customer’s account history and spoke with them on **** *** 2023, to share her findings. Cox has provided a promotional rate of $59.99 for two years with a Service Agreement. The promotional rate is subject to any tax increases that may become effective within the promotional period. At the end of the customer’s promotion in **** 2025, the monthly rate will return to its then effective retail price.
Due to the above changes, the customer can expect a prorated credit of $14.17 on their next statement.
We’re glad to hear from the team member with whom the customer spoke that we’ve addressed the issue to their satisfaction.
Sincerely,
Cox Communications Executive Escalations teamCustomer response
07/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
60 total complaints in the last 3 years.
13 complaints closed in the last 12 months.