ComplaintsforCox Communications

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So on aug 1st a storm came in blew lines down. We noticed the line was in our yard called informed them it seemed to be attached to possibly a live pole that was down. Asked for someone to come get it they stated we should move the line ourselves so I did resulting in my injury I am seeking advice on that from legal council seprate. We called again leading all the way up to today 8/10 we have been told a multitude of things such as the issue with the injury will be followed up on never has. We have been told a repair guy will be in the area then he was here then next agent says nobody was ever there. We have asked for a credit due to the issues the company has refused this as well. There line has caused at least one minor car crash outside our house as well since it is in the middle of the road they have been informed every day since the 1st and yet nobody will assist. So here I am again today being told for sure someone would come at some point with nothing and now line blew further into road and damaged our car as we did not see it. I don't know what to do to get them to do the repair work there agents have given me at least 4 different stories.

  

  Business response

  08/13/2024

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

  Customer response

  08/14/2024

   
  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

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/18/24 I bought phone service & 2 phones from this store.Found that their service won't work at my apt address-works for a minute then drops the call.Had to switch back to ********** but only the Galaxy S24 works with them.So took the TPL flip phone back for refund on 7/25 & returned with power cord & wall plugin.I no longer had the box it came in as garbage already came & I had no reason to believe I would need it - who keeps boxes,especially on a simple flip phone?So this store after all this caused by THEIR service not working for me refuse to issue a refund due to no box. ******* will refund without packaging if you have a receipt for crying out loud. I have the receipt for $78.40 which is in their records anyway. I think this is unacceptable & unreasonable.

  

  Business response

  08/05/2024

  We would first like to thank our customer for sharing her positive experience. 
  
  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 reviewed the account and provided a refund for the phone purchase in the amount of $78.40, as a means of resolve. We have also adjusted the month of the mobile service in the amount of $20.02. Please be sure to contact our customer service directly to ensure the account is fully cancelled and no longer being billed. 
   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our internet has started dropping atleast once an hour since June 1 of 2024. We’ve had multiple technicians at our house and they never find the problem, and cox has not been helpful in solving it. Internet is a utility, and our internet stops multiple times a day. We are unable to work from home and will be kicked from meetings due to the internet problems. I’ve begged and pleaded for cox to fix this issue for two months and have gotten no resolution.

  

  Business response

  08/02/2024

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite multiple attempts to resolve this issue directly with Cox, including communications with Senior specialist ****** from Executive Escalations, my request to initiate service has been unjustly denied due to unpaid bills associated with a previous tenant. I have been a Cox customer and received service at my previous address. Upon moving to my new address, I sought to transfer my existing service. I am a new tenant and have no relation to the previous occupant who incurred the unpaid bills. Cox has required me to complete extensive paperwork, including providing a copy of my lease and identification to remove the block on the new address. Under the FCRA, it is crucial that credit reporting and service blockages are accurate and fair. Holding a new tenant responsible for a previous tenant’s debt is both unfair and inaccurate, potentially violating FCRA provisions. Consumer protection laws stipulate that utility services must be provided fairly and equitably. Blocking service to a new tenant due to a previous tenant’s unpaid bills is a clear violation of these principles. Cox’s customer service guidelines emphasize providing excellent service and support to all customers. The current situation, which places an undue burden on me as a new customer, is contrary to these principles. Many utility companies have policies stating that new customers are not liable for the debts or service issues of previous occupants. This principle should apply here, allowing for the immediate removal of the block on my account. I am requesting the official agency to investigate Cox Communications’ practices in this matter and enforce applicable consumer protection regulations. Specifically, I seek the following: Immediate removal of the service block on the new and to service the account.Initiation of Cox service at my new address without further undue burden. Assurance that Cox will adhere to fair and equitable service practices for all customers.

  

  Business response

  07/17/2024

  We want to thank ******* ********* for taking the time to file his/her concern.  In receipt of this complaint, Cox spoke with Ms. *********, and we have addressed their concerns.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Previously used their service. Switched to Quantum fiber in January 2023 because it was half the price and 5 times faster. Called Cox to cancel service. In February got a new bill showing service was still on. Called again to cancel, they didn't, shut service off in March for non payment. Sent a bill for 341.00 to collections. Just recently called to straighten this out. Spoke with 3 different people. First was female who said I never called in January to cancel but showed that they received a call in February, but they still left service on until March. She was trying to adjust the amount owed but said accounts receivable had to do it. The person a male that I spoke with there said they won't adjust it and wanted to take payment for it even though it went to a collection agency. The last person I spoke with there was a language barrier and told me to call customer service which I had already done and they won't do anything. I had a balance due in January of around 120.00 owed which I told them I was willing to pay but I wasn't willing to pay for them leaving my service on until March. I explained that I am aware that if I didn't call when I switched to cancel I would still be charged which is why I called. They still claim that I didn't. The first person showed another call in February while the next person didn't. I know that it went to collection but I also know that they could update the collection agency with the right amount owed also but they won't. While the first female tried to be helpful the male in accounts receivable was rude and didn't care to help at all. I am willing to pay what I owe but I am not paying for service that was let go when I called to cancel it. I also know that trying to reason with the collection agency about this will go nowhere because cox is the original creditor. All I want is the right amount updated so I can take care of this to get the collections off my credit report.

  

  Business response

  07/15/2024

  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 have provided a successful resolution. We located documented evidence where the customer requested the cancellation on 2/3/23, but continued billing until 3/11/23. We have waived the full balance on the account, and this will update with the credit bureau within 30-60 days. 
  
  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

  07/16/2024

   
  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without internet service since 6/25/24 due to recent storms causing power outages. I contacted the business multiple times to resolve issue. They sent a new modem but that still didn’t resolve the issue. They stated they would have to send out a technician. They scheduled for Tuesday 7/9 between 3-5 as an add on and said they will have the tech come to me last as I don’t get off work until 4:30. I received a call stating my appointment is 7/10 which I wouldn’t be available as I work later on Wednesdays. I wanted to cancel my service due spotty prior to incident and lack of service for 2 weeks and poor customer service but they said I would have to pay a cancellation fee

  Customer response

  07/10/2024

  I reached out multiple times and was left unanswered. I spoke to the team which was to escalate my concerns of a tech coming that day and they took my number and said they would look into times and call me back. No one ever called back. I tried to cancel service but there’s a cancellation fee if I cancel which I want waived due to the unprofessional service that I received over the last 2 weeks. 

  

  Business response

  07/15/2024

  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. 
  
  ******** ** ********* ********** ********** *** *************** ******* ******

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In six months of using Cox I have experienced more outages than in 10 years with any other company. The outages are unexplained and always disrupt my work or leisure. Omaha NE

  

  Business response

  07/09/2024

  We want to thank ******* ****** for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. ****** initially on July 1, 2024 to address their concerns.  Cox addressed network issues in this area on July 9, 2024.  Cox attempted to follow up with Mr. ****** on July 9, 2024 but did not reach him.   We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been given different billing information on numerous occasions from COX Communications staff on different occasions putting me in a position I have paid COX Communications well over the amount I was supposed to. Approximately 2 weeks ago numerous COX Communications staff told me I had over $230 in credit due to my overpayments, yet 2 weeks later they COX Communications staff are giving me different amounts of money they are alleging is due and today I had a COX Communications supervisor insolently hang up the phone on me. This is preposterous and unacceptable. COX Communications are accustomed to dealing with undereducated and sometimes unemployed customers, unlike myself who is an honorary college graduate and a taxpayer who works for an academic institution full-time and they are trying to take advantage of me as they take advantage of people less fortunate than me that are unable to recognize when they are being victims of violations of Federal and State criminal and civil laws or are unaware of their rights as American citizens or **** holders to make grievances against businesses that commit illegal or fraudulent acts in their services and I need the assistance of BBB to bring an end to this for not just me but all American citizens and legal customers in a whole.

  

  Business response

  06/26/2024

  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 reviewed our customer's account and per Cox records, on 6/6/24, a payment was made in the amount of $279.97 for the past due and current balance. This left the account at a zero balance. Additionally, on 6/12/24, an additional payment was made for $280.00 on the account, which caused the credit balance of $280. 
  
  When communicating via customer service with the customer, the changes to the credit balance of $280 changed when the payment's banking information attached was returned to us on 6/18/24, stating this payment had been rejected by the financial institution. The customer's new bill printed on 6/17/24 in the midst of this process and a charge for unreturned equipment was received. We received the equipment on 6/22/24 and reversed the charge. 
  
  Once the payment was reversed, and the equipment charges were returned, along with the new charges for the monthly services, the final balance due is $86. **, which is the customer's Monthly rate. This bill is due on 7/2/24. Due to these changes happening after the billing statement printed, these changes will reflect on the next statement received on 7/17/24. These changes can be seen online at www.cox.com under recent transactions with an updated balance. 
  
  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

  06/26/2024

  This still doesn't explain how I'm due money for my mobile service when the $279 payment covered both internet and mobile.

  

  Business response

  07/01/2024

  Thank you for bringing this matter to our attention. We acknowledge the customer's rejection of this complaint. Regarding the customer's account, a credit balance would have only occurred if both payments had processed successfully, exceeding the actual balance due. However, due to the rejection of one payment, the account balance was adjusted accordingly, and there are no credits due at this time. Our position remains unchanged.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox internet went out yesterday June 18th and, after several hours without service, they told our leasing agent they had no idea why just our area of Omaha was out. They stated that the earliest a tech could come check was today, June 19th, at 3:30 pm. They then told her, despite the provision of the door code, that they couldn't enter the building. We both work from home, making their service vital to our income, and have been watching out our front window for them to arrive. No one from Cox drove past nor attempted to knock or enter the building. I don't appreciate being lied to for whatever reason the company or employee has. We've now been without service for well over 24 hours and they claim they now can't be here until 1 pm on June 20th -- if they actually show up.

  

  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.
  
  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

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding a billing discrepancy and misleading information I received from Cox Communications. On June 12th, I visited the Cox at 7640 Towne Center Pkwy Suite 101, Papillion, NE 68046, to upgrade my internet plan to include unlimited data. I was informed by the representative that the additional cost for this upgrade would be $30 per month, bringing my total monthly bill to $116. I asked if I needed to sign or get a confirmation, but she said it would be sent. After returning home and receiving the details within 2 hours, I reviewed my bill and discovered that the increase was actually $50 per month, resulting in a total bill of $136. I contacted Cox customer service immediately to resolve this discrepancy, but despite multiple attempts, I was unable to get the matter resolved. I subsequently returned to the Cox store where I recorded my interaction with the store representative and the store manager. During this visit, the store representative confirmed that she had informed me the additional cost would be $30 per month and that this was the amount we agreed upon during the transaction. However, the store manager refused to honor this agreement, stating that such a plan was not possible. He did offer to reduce my bill to $119.99, which is still higher than the agreed-upon $116. Despite my request for a credit or further adjustment to match the original agreement, the store manager refused any additional compensation. The only time he offered this partial resolution was after I informed him that I had recorded our conversation and intended to file a formal complaint. I feel that I have been misled and unfairly charged. This discrepancy will result in an additional $72 I would be paying over the next 2 years, totaling $1,728 unfairly charged. I am seeking assistance to ensure that Cox Communications honors the original agreement of $30 additional per month for the unlimited data plan, resulting in a total monthly bill of $116.

  

  Business response

  06/13/2024

  We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed his concern. We sincerely apologize to our customer for any inconvenience.  Thank you!

*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. ↩