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:03/24/2023

  Type:Customer Service 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.

  Cancelled my service, informed them of disabled wife who works from home, would not let me make a payment arrangement. EXTREMELY RUDE REPS they treated me like a criminal. They hung up on me twice, even through chat they are rude. wont push out a date for payment. Rep put in cancelation and I did not ask for that. There is unexplained charges on my bill. And any time I called and used chat, and no one even tried to help. now theres a disconnect order in, as well as 2 different days to pay the past due. one I was able to create a payment date to 03/30/23 and another email that says 03/31/23

  Business Response

  Date: 03/27/2023

  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, 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 the customer has experienced and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
   
  ******
  Executive Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19642720
  
  I am rejecting this response because: I had a payment date set, and they disconnected me prematurely, causing my wife to miss 2 days of work. An apology is not sufficient, we're way beyond that.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/29/2023

  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 *** have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution. Despite any error that *** have occurred while potentially processing a change to an new account holder, ***** records indicated that the customer's account was in arrears for a significant length of time already. While we would like to assist every customer whos account was changed in error we must also stand by our standard billing practices and request payment for services provided that remain outstanding and unpaid.

  We appreciate the opportunity that the BBB has given to us to assist our customer
   
  ******
  Executive Resolutions
  Cox Communications, Southwest Region

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19642720
  
  I am rejecting this response because:
    Im a disabled veteran and my wife is disabled and they shut me off a week early and all Id received was attitude.

  Sincerely,
  
  *******************************

   

• Initial Complaint

  Date:03/23/2023

  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 *** bill increased by 30 dollars without any changes to features. Since I qualify for the FCC's $30.00 ACP credit, I'm not exactly in good financial shape to have my bill increased by that much. According to the app, my bill has changed, and it has a link titled nothing to worry about to explore my options; however, nothing happens when I click on the link. Because no updated features have been added, only a $30 increase, I would like to see my charges return to normal. I'm not interested in getting new channels to justify the increase. Please let me know if nothing can be done, so I can find another ISP since these are not times to pay extra for optional services. I have attached my latest bill and my previous charges. Thanks for taking the time to consider my request.

  Business Response

  Date: 03/28/2023

  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 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. 
  
  **********;S.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service 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.

  A representative with *** terminated my services two days before my bill was due ,due to my phone cal disconnecting . Illegally accessing my account without me being on the phone

  Business Response

  Date: 03/15/2023

  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

• Initial Complaint

  Date:03/15/2023

  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 down. They said my only thing to do is wait for a tech to come or swap modem. Tech shows up next day. They cant do anything about. Said its a problem with the line. They said itll take 1-3 days to fix. I asked to just swap modem. Their supervisor said that they didnt want to leave their tech another hour on site. I said do what you want. They swapped modem and left. Not happy about internet being down 1-3 more days. I work from home and actually was supposed to do my taxes today so I can have a meeting with my accountant Saturday. Well, things arent going smoothly and I really need internet. If its up to me, they fix it today or first thing tomorrow. I want at least $20 a day its down or better internet for three months

  Business Response

  Date: 03/15/2023

  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

• Initial Complaint

  Date:03/13/2023

  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.

  *** is charging me for equipment that one of their technical specialists took with them after servicing my apartment. This piece of equipment is $200 and completely offline. *** never told me I ever had to send the equipment back to them until a week later after I had left the apartment and state. *** is now claiming that I have that piece of equipment and that I need to send it to them or pay $200. I then went through online customer service where the first manager I spoke to said he understood the situation and would clear my bill.Come to find out that he lied completely and a week later I call because I don't see the bill clear. The next manager I spoke to started to claim I was lying and tried to make me pay the fee and be done with it. Finally I was sent to another manager who said I would need to put my case into "escalation" and gave me this number KSR000012971662.None of the employees know what this number is. He then said that I would need to contact them back in three days to get the status. I did that and was told by another manager that that was a lie and they would reach out to me. It has now been a week and a half and I haven't heard a peep, the $200 is set to automatically be taken out of my account without my permission. It seems to me they were just pushing me closer and closer to my auto payment date, trying to set me up. Please review the customer reviews on your site. This company is clearly preying on lower income people by acting this way. I would like this matter resolved and this companies accredited status to be reviewed.

  Business Response

  Date: 03/13/2023

  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 ********************* 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: 03/16/2023

   
  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:03/13/2023

  Type:Order 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 recently contacted *** communication to start a internet service at my new apt over the phone the gentlemen told it will be ***** a month w a year agreement gone I saw my bill today it came I50 so I called *** an agent named ***** said I do have an agreement for ***** a month and I had to call a different number to fix the price. So I did and this other gentlemen that answered said that when I went in the to pick up my equipment they changed my services. And *** stuck with 150 month cause they changed my plan without my authorization, I think bacause of my barrier for being from a different country they thought they could change I wouldnt complain I feel *** racial profiles me up my services without my authorization

  Business Response

  Date: 03/14/2023

  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:03/07/2023

  Type:Customer Service 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 canceled my *** internet service towards the end of February 2023 because we were moving and we were going to try TMobile in our new home. I called and talked to an agent who cancelled the service in late feb. I then received a phone call from *** a day or two later to confirm that I wanted to cancel my service which I informed them I did. The agent said to wait for an email with instruction and cancellation info. I never received the email so I called to make sure on 3/6/23 in which time I was informed the service was never cancelled. Reading the other complaints on here this is a pattern by *** and has happened before. They said they could cancel it now and I would have to pay a prorated amount for March. I let them know that this should have been cancelled in February and there should be no charge for March and Feb should be prorated. I let them know they can see 0 data usage from the time I canceled but no one would even investigate and would just insist that 3/6 is the new cancel date and gave me the sorry for your frustration that must be scripted since I see it used on here as well over and over. Since now my account is cancelled I cant even access the data usage part to show them no internet service was even used in this time frame.

  Business Response

  Date: 03/07/2023

  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 ********************* 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: 03/16/2023

   
  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.  Once the BBB was involved *** did investigate and see there was evidence of my claim.  I wish it could have been resolved without going this route but they did say only after escalating the higher level employees involved had access to view what I was claiming as evidence.  I happy we came to a resolution and I might use *** again in the future as they do have the best performing internet in Las Vegas currently.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/06/2023

  Type:Order 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 was promised by an employee a service for Gigablast internet 69 dollars for 24 months no contract. The agent put my account under a contract for a completely different slower plan that was more expensive. I have the chatlogs to prove the situation."07:44:54 PM [****]$69 gigablast for 24 months, no contract 07:45:52 PM [*********] that sounds amazing 07:45:59 PM [*********] would I need to upgrade my equipment 07:46:27 PM [****]no, same equipment you have now no worries"I have this in an email from your transcript email service. I can forward that email to anyone who needs it.

  Business Response

  Date: 03/07/2023

  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 ********************* 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:03/06/2023

  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.

  Recently changed residents and requested a transfer of internet services.A month later received a bill almost 200$ after being told no fees were due for transfers and even the equipment was returned as required but no one could explain this random 200$ bill. The bill has been paid to avoid threats of credit collections sent by ***. Later found out after paying that there were TWO accounts open still under my name and that I have been paying for services at my previous address. This has been escalated within *** customer service where I was either hung up on or told (indirectly) that they have no idea what Im talking about.These days things are already ************ it would be nice to just get a fair and thorough review of this mess created by *** for internet services.

  Business Response

  Date: 03/06/2023

  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 ********************* 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: 03/07/2023

   
  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,
  
  ****** Shujaa

• Initial Complaint

  Date:03/06/2023

  Type:Order 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.

  December 2022 contracted with *** Internet $99 a mo for 2yrs fir the gigablast service over the phone. I paid the first month for $99 in January. Then I saw *** change the monthly to $180. I contacted *** many many times to finally reach the pt that *** admitted I was correct because I had requested that they listen to the original recording of signing up. They agreed they made a mistake not me. They have refused to correct the bill. The only offer to reduce my service to pay less. Each time I have had contact the rep has a different story. Except one time when a rep on the phone told me he saw my agreement and explained that it was not applied correctly. I felt I had help at that time but in reality I did not. I am 100% correct of what I signed up for. I am also on a fixed income as a senior. I would never have agreed to $180 a mo because I would not be able to afford that. They also have refused to apply my approved ACP which would have brought me to $69 a month. They refused because they had said, I never applied, I was declined, I did it wrong. All untrue. I have spoken to the *** in depth.I have my ACP approve ID #. *** won;t even ask me what that number is. I am ignored and I truly feel it is because I am a 69yo. This has caused me a tremendous amount of stress and tears and time. There is not any documents to upload for your viewing. As I mentioned this agreement was done over the phone. There is a recording that *** has that proves what I am explaining.

  Business Response

  Date: 03/06/2023

  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 ********************* 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