ComplaintsforCox Communications

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called 4/22/22 to discuss options regarding my account since my bundling discount for internet/tv/phone was expiring. The representative (John) said he could lower the bill slightly based on retaining all existing plans and said he would put it thru. A couple hours later I noticed I was not receiving all the TV channels I previously received and when I called customer service was prompted they were closed. I called tech support who couldn't help me with the revised plans but did confirm a tv package was dropped to get the lower overall monthly bill. I inquired about best way to address this and they suggested I call back on Saturday morning after 9am to Loyalty/Retentions department specifically. I subsequently received several confusing emails from Cox on various changes to my account. I just called twice and was disconnected both times by the Loyalty/Retention employees. After being a long time cox customer for over ** years I am disappointed with their service and plan to contact ************ for options. I assume the customer service reps (John, ??, and CeCe) left detailed notes on my accounts to address more specifics than provided in this BBB complaint.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/27) */ We have made attempts to reach our customer. However, we were unable to speak to him. Should he wish to speak with us, he can reach a Cox representative at the phone number provided (via voice mail). Thank you. Consumer Response /* (2000, 7, 2022/05/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to have a professional discussion with Husaan regarding my long time account and accept the response.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good Afternoon, I had a 30 day free trial with Cox that I signed up for prior to the 30 days I called them and told them the service was less than adequate for what we needed. The man on the phone rooked me into trying a different router saying, it would improve the service and all I would have to do is take the other one to a local store and drop it off. The new router came and it was filthy first, and second, it did not enhance or improve the performance it fact it was worse. I called to inform them that we were not going to need their services and I was bringing their equipment back and they said, I had gone past the 30-day window and was locked in for a year. and would have to pay an early termination fee for services that were less than satisfactory. I refused and stated I would be filing a complaint. My address is ***************************. Thank you for your help in keeping businesses honest! Kelly

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/21) */ We have spoken with our customer and we believe she is satisfied with our efforts to resolve this matter. Thank you.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a collections email stating my Cox account was going to an agency. I live in ******** and have closed all accounts properly and paid. I have found out this is an apartment from ********** I lived in while stationed at **************. I left this apartment to move on base. I was working with a Cox rep on base to transfer my service. My service was transferred and the equipment I was renting I was told to keep and transfer with. This account was from 2018 it's now 2022 and I'm just hearing about this. All my accounts have been paid and straighten that's what allows me to open new accounts at new residence. This isn't a billing mishap on my behalf. This is a miss representation of transfer of accounts to service members from Cox in person military reps.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/18) */ We want to thank Kenneth ******** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. ******** and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Cox Communications ************** Consumer Response /* (2000, 7, 2022/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Everything was handled in a timely and professional manner. Corrections were made to bills.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I first contacted Cox communications in October 2021 to set up internet service for my new home. Although I requested a lower internet speed, the man I spoke to told me he could give me bundle rate for 24 months for approx $*** per month including tax that would give me gigablast internet, TV, homelife and *** *** and DVR. I agreed to this plan and Cox came out to install all services. The man who came out was unable to install the cameras and said he would have another tech come out. I immediately got an email stating that the monthly charge was now approx $****** per month so I called Cox about the $* increase over the rate I was quoted and the Cox employee agreed to give me a $* per month credit for the entire 24 months up front to make up for the price change. That credit appeared on my bill. The second tech was unable to install homelife in our homeand we had no choice but to remove it from the plan. We had two Cox employees tell us the bill would drop to $*** a month. We were told to send back the homelife equipment for. $*** credit and Cox has verified that they have received it. But they have yet to credit my account for the returned equipment. For my second bill, the have now raised my rate to over $*** even though I was promised $*** for the 24 months. And they are charging me a late fee for not paying for the equipment I returned. They claim to tape all calls and it is definitely clear in those calls that we agreed to the $*** a month only and never agreed to a higher amount. When we call, they bounce us from person to person and nothing gets resolved. They are now threatening to cut off my service in month 2 for not paying for the equipment which they verified they have already received back. We have had their sister company ************* for years and we have never had an issue. We would like someone competent to resolve this issue or I will file a complaint with the State of ** and the FCC. There is clear bait and switch occurring here.

  

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/12/01) */ 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. Dani ** Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to Dani yesterday and she sent an offer of resolution. Will be speaking to her again on Monday. Thanks.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Cox on 6/12/21 to advise of my Emergency Broadband Benefit, the agent stated it takes 60 days to be applied and advised my credit should start in August. August came nothing. September nothing. I contacted Cox in October regarding my benefit. They stated they have no noted that I called and they removed my unlimited internet to decrease my bill that I never requested to be removed. I work from home and I could've made my bill extremely high if I went over the threshold. No one has apologize or tried to rectify my problem. Cox is *******************. I want what I am owed applied to my account. This federal program is to help with my bill and cox is not helping the matter.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/11/23) */ We want to thank the customer for taking the time to file her concern. In receipt of this have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). Thank you complaint, Cox spoke with the customer on November 16, 2021. We identified the customer email being sent notification of qualifying for the Emergency Broadband Benefit subsidy, however; the customer has not yet completed the application process with ***** at www.cox.com/ebb to link her Cox account to the subsidy. We believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should the customer. Cox Communications

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is an ongoing issue with cox. They raise their prices all the time however the service gets worse. I have been without internet, tv and phone for days at a time however the main problem is, I have been advised that my bill would be a certain amount and when I review my bill it's never that amount. I have had to contact cox multiple times to attempt to get them to apply the amount they have quoted me over a recorded line and my bill is still more. I recently was going to cancel due to the internet paying for high speed and not getting hi speed. They sold me a new modem and due to the multiple phone calls and tech visits I was advised there would be no charge for the installation. Not to mention the service is so bad and the ongoing modem and TV problems, the DVR's freeze but if they send a tech out they can't fix it. there does not seem to be any type of resolution.

  

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/05) */ We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on September 30, 2021. We confirmed that a technician was on site and plugged the modem for the telephone's power cord into the device that was located behind a cabinet. The phone is working, but the customer continues to have problems with slow internet speed. We scheduled another technician on site for October 2, 2021, but due to unforeseen circumstances the customer was not able to be home for the appointment. She will contact Cox and reschedule for another time. We believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. And have made the customer aware to contact us with any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). Thank you. Cox Communications Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had a family emergency making it impossible for the tech to arrive on sat. I did receive a phone call from Pamela. I will be rescheduling the tech. The issue of the bill, the quotes, and advertisement is still an ongoing issue that has not been resolved. Business Response /* (4000, 9, 2021/10/21) */ We want to thank the customer for taking the time to file her rebuttal. In receipt of this complaint, Cox received correspondence via email with the customer on October 18, 2021. We reviewed the customer's account changes on October 19, 2021. The customer's notification of changes to her account was updated and we explained the current promotional discounts applied. We believe she understands our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). Thank you. Cox Communications

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today I was notified by a credit score company that a collection account was recently reported from an agency representing COX. Upon calling your company I was notified this was for service at an old address from about 5 years ago which I was unaware about. This caught me off guard as I've had service with your company for over the last year and this was the first time this was brought to my attention - I thought everything was all settled from my old service. The collections agent and the escalation agent were fair but there were points where it was frustrating to deal with them (I didn't like being told that the account was "owned" by the collection company when I knew just by the wording of the account on my credit report that this was not the case) but I was just pushed off to talk to the outside collection group to find if they would remove the reporting if the account was settled. (they told me that COX made the decision when I called)

  

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/10/01) */ We want to thank the customer for taking the time to file his concern. In receipt of this complaint, Cox spoke with the customer on September 28, 2021. We reviewed the circumstances surrounding his request to remove a trade line on a prior account write off. After review, a Receivables Management supervisor determined the debt was valid after several nonpayment disconnects and a final nonpayment resulting in this write off. There was no valid phone number on file to contact the customer. A letter was mailed advising him of the account status. On the current account the debt was located at the time of activation, however his credit rating was accepted via a web online order and did not flag the account to not be completed. We sincerely apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). Thank you. Cox Communications

*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. ↩