Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  for the last 2 weeks the internet has been cutting out for ***** minutes at a time. some people in our household work from home where we need the internet to be stable. tried to talk to customer support but they would either disconnect from our chat or "try to troubleshoot" after i told them it hasnt worked the last 3 times. the customer service has been terrible...ive been a customer with them for many years and this is the worst experience ive seen. 1/10 service. im paying over 300 to have spotty or no internet service which is now sounding crazy. i attached a file where it showed the internet disconnecting then using cell service.

  Business Response

  Date: 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. 
  
  
  Executive Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 08/02/2023

   
  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

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet has been going in and out for the past month and nothing has been done to resolve this issue. This is also happening to my neighbors and others in my area. When I try to call, nobody can give me a clear explanation of the issue or a timetable of when/if the service will be repaired, and they also refused to send a technician out to take a look. I along with many of my neighbors rely on internet to do our jobs and other things in our lives and they have failed to fix any of these issues nor reimburse me for the times that the internet has gone down. This company needs to be looked into for their incompetence.

  Business Response

  Date: 08/01/2023

  Dear Xerrine *****; 
  
  Cox Communications (***) 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. 
  
  
  Our Executive Escalation team member spoke with you regarding your *** account on August 1, 2023, and have provided a resolution for the concerns brought ** in your complaint.  
  
  
  If you have any questions or concerns regarding your account, please contact our *************************** at **************. 
  
  
  Best Regards, 
  
  *** WEST  
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being charged for camera I don't have and returned June 6 ..June 7th 2023.had nothing but issurz from the start either ***.I started service may 29th 2023

  Business Response

  Date: 07/28/2023

  Dear insert name; 
  
  Cox Communications (***) 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 *************************** at ************. 
  
  
  Best Regards, 
  
  *** West Region 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20377072
  
  I am rejecting this response because: I have requested to be contacted by email as I work during the dsy and can not answer to phone.This does not take any contacting me directly in order to resolve this issue ! I returned the cameras ! First week in June you have it in my account notes if you look through the account ! Completely ! You can see I don't have security services ! Just phone internet and TV ! And correct your billing error ! And allow me to move on ! And pay the correct amount.I have dealt with a yeoman from your department who is very rude and condescending and argumentive ! And I don't have room nor time in my day for that behavior ! Just correct your mistake in my billing and send me an email when its completed.I don't need to be interrogated or talked to like I'm beneath her shoe.you can see your mistakes in my account notes and the services I have .you don't need to talk to me directly 
  Thank you, to take care of it
  
  *******************************

  Customer Answer

  Date: 08/03/2023

  *** cable continues to reach out to me by telephone ! And that's not what works for me .I can not answer my phone during work hours as I will not have a job if I continue to defy my employer. My complaint is a bill adjustment due to there error and doesn't require me to me on the phone physically ! I would appreciate it if *** communication can respect this and handle this in a professional manner.my next step is to file a FCC complaint against *** as there service on every level is unprofessional garbage .I only would like to be contact by the email I provided and not by telephone.I have asked this several times as its ridiculous at this point. 

  Customer Answer

  Date: 08/03/2023

  See attached document

  Business Response

  Date: 08/04/2023

  Dear *******************************: 
  
  Cox Communications (***) is in receipt of your rebuttalcomplaint filed through the Better Business Bureau. 
  
  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 *************************** at ************. 
  
  
  Best Regards, 
  
  COXWest Region 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

  Business Response

  Date: 08/10/2023

  Dear *******************************:
  
  ?Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
  
  We stand by our initial response. Due to the security of your account and our authentication guidelines, we do need to speak to you to verify your identity.
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************.? 
  
  
  Best Regards,? 
  
  *** West Region 
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We use *** as our Internet provider. Our Internet has intermittently stopped working since May, where the router will blink orange and we will be without service. This occurs at various hours of the day and for various lengths of time - sometimes just **** minutes and sometimes for upwards of 4 hours. Power cycling our router does not work, nor does troubleshooting with the *** Wi-Fi app. In fact, the app completely ceases to work when our Internet is out. Calling or chatting in for troubleshooting also doesn't help, as agents say they are unable to refresh our modem's signal and aren't sure why. In July, we experienced a separate issue where the modem stopped broadcasting the 2.4gz band needed for our security cameras to work and an agent suggested we receive a new modem. This only worked for approximately 4 days and then we started having losing signal again. When I chatting in for tech support, I was advised that the best bet was to have a technician come out the next day. I was advised that if the issue was our own error, we would be charged $100 for the visit (despite the email I received stating the fee was $75). But if the issue was determined to be ***** failing, the visit would be free. The technician arrived just after 10 AM on Friday, July 21st. ****** found that our tap, where wiring connects our home to the cable wiring on the street, was old and needed to be replaced. He also stated that there were phone, TV, and other wires that were incorrectly installed by the previous technician when we moved in 5 years ago that were interfering with out service. ****** removed the wires and left them there. Four days later, I received a bill that included the $100 service fee. A chat agent told me that despite the technician documenting that our tap/equipment failed, they did not check the box to waive the fee so I must pay for it. I asked how I, as a consumer, could maintain the outdoor cable line but no explanation was provided.

  Business Response

  Date: 08/01/2023

  Dear *************************:
  
  Cox Communications (***) 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.
  
  Our Executive Escalation team member reached out to you regarding your *** account on August *******, and have provided a resolution for the concerns brought ** in your complaint.
  
  If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************.
  
  
  Best Regards,
  
  *****************
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

  Customer Answer

  Date: 08/02/2023

   
  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

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm tired of the back and forth *** and ******* have been doing to NOT address the issue of my complaint. When I subscribed to ******* I WAS NOT GIVEN THE OPPORTUNITY TO CHOOSE MY PLAN, I WAS AUTOMATICALLY PUT INTO THE HIGHEST PRICE THAT ******* HAD. When I went on line once ******* verified me (within 24 hours) I changed the plan from the plus plan at $20/mo to the $9.99/mo however I noticed that I was charged the higher amount even though I"m only using the lower priced plan since I'm single and NOT in need of all the extra's. I called *** and they said it was a ******* issue so I called ******* and the said it was a *** issue......I've done this twice now and it's really getting old!!!! I hope this issue can be solved since I NEVER was given the choice of when plan to use.........it seems this is the old two step to NOT ADDRESS SOMETHING WRONG WITH BOTH COMPANIES BILLING ISSUES!!.

  Business Response

  Date: 07/28/2023

  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 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.
   
  
  Executive Resolutions
  Cox Communications, Southwest Region
  

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  More than five years being a customer of *** any time I have been surprised only because time to time *** increase my bill claiming that my promotion ended. I was told that my bill when it went up to ****** dollars would be the sum that I would pay for life However as so many times again my bill increases saying my promotion ends. It is a lie that I had ina ********** esverdad that they told me that I would pay $ ****** dollars for life, it is true that every time *** pretends that the client pays more squeezing the client's pocket Now I must pay according to *** just over $ ****** dollars, and if not dispense with their service, because for each time they hide behind a promotion that of course will be more expensive than the previous one. I started paying with *** just over $ ***** dollars and already tripled that cost. I feel that I am already exhausted from so much scam.That I will pass from here to two more periods I will have to pay my salary as a retiree to ***.Basta ya de explotar el ciudadano comun que lo unico que lo nico que quiere un servicio ***** de internet. Mine was not a promotion and if it is then they lie shamelessly only to ask for more money later. Until when so much abuse?

  Business Response

  Date: 08/02/2023

  Dear *****************************; 
  
  Cox Communications (***) 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. 
  
  
  Our Executive Escalation team member spoke with you regarding your *** account on August 2, 2023, and have provided a resolution for the concerns brought ** in your complaint.  
  
  
  If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************. 
  
  
  Best Regards, 
  
  COXWEST 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 08/03/2023

  The subtle way of *** consumer theft is the promotion, either for twelve months or 24, once the promotion is over they increase the cost to pay but always more than what was previously paid. I finished my promotion in 2022 and accepted a new payment of $ ****** without any promotion and to my surprise I received the news that my promotion expired and the increase was $ ******, stealing $ ***** in this way. The official offered me another promotion of $125.00 for 12 months that I do not accept since she refused to send me a confirmation email that after the promotion my amount would not be more than $ ****** for the reason that I no longer had promotion and I am imposing an amount as a scam. I just want this offer to be written down for a future test when they try to rip me off again like they always do.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20369898
  
  I am rejecting this response because: 

  Date Sent: 8/3/2023 6:12:14 PM
  The subtle way of *** consumer theft is the promotion, either for twelve months or 24, once the promotion is over they increase the cost to pay but always more than what was previously paid. I finished my promotion in 2022 and accepted a new payment of $ ****** without any promotion and to my surprise I received the news that my promotion expired and the increase was $ ******, stealing $ ***** in this way. The official offered me another promotion of $125.00 for 12 months that I do not accept since she refused to send me a confirmation email that after the promotion my amount would not be more than $ ****** for the reason that I no longer had promotion and I am imposing an amount as a scam. I just want this offer to be written down for a future test when they try to rip me off again like they always do.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/07/2023

  Dear *****************************;
  Cox Communications (***) 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.
  Our Executive Escalation team member spoke with you regarding your *** account on August
  7, 2023, and have provided a resolution for the concerns brought ** in your complaint.
  If you have any questions or concerns regarding your account, please contact our Executive
  Escalations on **************.
  Best Regards,
  *** WEST
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:07/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *************************** and I live in public housing with my 3 kids, I applied for the ***** affordable connectivity program and was approved up until this month when I received an email from Cox communications saying I was removed from the ** program because I was receiving other benefits, I contacted life line immediately and informed them that I was not aware of being transferred over to and would like to be switched back to **P with cox communications, I went to the website and filled out the application and was approved until October 2023 my application ID # is ************ I was told to contact my internet provider and supply them with my application ID number but when I contacted my internet provider I was told to call the **P at ************* to have my credit applied but this number isn't legit when you call it, it cuts off immediately, I've called all week trying to get help only to look at my account and see I've been charged a bill for next month although I've been approved for this month and my internet company will receive **P credit, I believe that's considered double dipping.

  Business Response

  Date: 07/24/2023

  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 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 Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:07/24/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted *** on Thursday, June 20th to cancel my tv service, as I never use it. I was informed that I signed a contract agreeing to a one-year contract for ** and my internet. I had a contract on the Internet, which I've had for about 20 months. The ** was a new addition from approximately October 2022, and I was specifically told it was not on a contract. It approximately January, I called to change my plan for the **. I changed to a different plan which combined my Internet and ** into one package. I WAS NOT INFORMED THAT THIS REQUIRED A CONTRACT. Had I been told, I would have declined the package.When I attempted to cancel my ** service I was informed that I was under a contract and would have to pay up to $250 for canceling. I said no, I was not informed that the ** had required a contract, or would, as I said, have turned it down. I requested to speak with a supervisor or manager that had the authority to cancel the contract. I thought I was being transferred but the call didn't go through. I was unable to get through the rest of the day. I called again this afternoon was was told I could not speak to anyone that had the authority to override the contract. I was also told they couldn't cancel my ** right away as requested, or no one would be able to override the contract. I was told I could send in a satisfaction survey response and that someone would read it and contact me. I said fine and the *** put me on hold and apparently filled it out for me and sent it in, then came back and told me that he sent it in. Whatever that means. He said it would take 1 to 3 days (I'm presuming business days and it already Friday) to get a response. I told him I didn't want to continue paying for ** while I waited. He said there was nothing he could do I was not told about the "contract" when I signed up for **. I want the contract terminated and to have my coverage terminate on July 20, when I first tried to terminate it.Thank you.

  Business Response

  Date: 07/26/2023

  Dear *************************,
  
  Cox Communications (***) 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.
  
  
  Our Executive Escalation team member spoke with you regarding your *** account on July 24 and have provided a resolution for the concerns brought ** in your complaint.
  
  
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  
  Best Regards,
  
  *** WEST
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team
  
  
  

  Customer Answer

  Date: 07/28/2023

   
  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

  Date:07/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for free internet thru the program using my ******** Medicare.My bill online says I owe ZERO and on July 7th, even though there was a zero balance on my account they took $30 out of my bank account. I spoke with them several times and first was told id get a refund. Then I was told I will have a credit to my account and no refund. I should never have a bill or a credit. I don't understand how they can take my money when my balance is ZERO. My balance will only be zero. Next month they will again take $30 and my credit will be $60. With no refund. I'd like a refund and for them to not take money I don't owe.

  Business Response

  Date: 07/20/2023

  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. 
  
  ************
  Executive Resolutions
  Cox Communications, West Region

• Initial Complaint

  Date:07/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with COX Communications. I do not have a contract with Radius Global Solutions. They did not provide with the original contract as requested.

  Business Response

  Date: 07/20/2023

  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 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. 
  
  ************** Escalations 
  Cox Communications, Inc. 

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20320825
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************