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:01/30/2023

  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.

  Ive been double billed by *** multiple Times. Ive called multiple time, submitted proof of payment multiple Times and they fixed it. I get a new bill with the same charges back on again. They keep telling me that my October 31st payment isnt valid. But i send them my bank statement showing October 31st payment cleared. So I e disconnected service but want this billing issue resolved.

  Business Response

  Date: 01/30/2023

  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
  Office of the General Manager
  Cox Communications, Southwest Region

• Initial Complaint

  Date:01/24/2023

  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.

  **ve tried to cancel our subscription for months, but they wont let us cancel. ** call corporate and they say we must speak to our rep. ** call our rep and he says we have to call corporate. Theyre harassing us about outstanding bills, but we havent used their services in months. Theyre doing everything they can to keep us from canceling and continue to charge us monthly.

  Business Response

  Date: 01/25/2023

  
  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

  Business Response

  Date: 02/21/2023

  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. We have called them four seperate times on the number on the account as well as the one they put on the BBB,  We also have emailed them to the email address on the BBB with our contact number.  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:01/23/2023

  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.

  Failed to provide adequate a reasonable service since July. Requesting ******************* as they failed to provide usable and consistent service since July. After contacting support being told they would only support me if I paid $75 service fee.

  Business Response

  Date: 01/31/2023

  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 ********************* 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:01/18/2023

  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 disconnected my service of over 20 years with *** because of their rates and decided to use TMoblie internet going forward. *** bills the customers for services in advance (according to their website). When i cancelled my service they sent me a bill for $17. I asked why and they said for services that was not being paid. I feel that this has been paid already as they bill for services in advanced. In Fact they should owe me the remainder of my paid service. I just either want them to refund the difference owed or drop the $17 bill. I preferred the first but if i cant get that i will take the latter. Enclosed is the chat message with the details.

  Business Response

  Date: 01/19/2023

  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:01/17/2023

  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.

  Hi I have been loyal customer for thr past 30 yrs. They keep raising my rates and every year I have to call. Now they hiked it back up to 233. The cable cuts out in the mornings when i call them they say they are upgrading. Do we have to pay for that ??They had me purchase a *** system - they made me not use my tivo and my recording get cut out. It is a mess. Please have someone contact to discuss and lower my bill back to what it should be.

  Business Response

  Date: 01/19/2023

  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:01/11/2023

  Type:Product 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 receive *** internet benefits as a low-income customer. I have been approved for this benefit and even reapplied at the request of ***. Yet, EVERY month I receive an email telling me that the benefit has been dropped. They claim this is most likely due to my requesting service elsewhere. I have NOT applied for service and I am the only resident here, I have spoken to *** on NUMEROUS occasions. They claim they are unable to help me and it's the "government's problem" and not theirs. After speaking with the *** directly and they have informed me that not only am I approved, but that NO ONE ELSE has applied for the benefit at my address. After fighting for several months with *** (having even been hung up on twice!), I received a call from ***** *************** I was told my account was being credited for all past due monies and that this problem would not occur again. Yet, less than a month later, I received an email telling me that once again, my benefit has been disallowed and I must pay up or face cancellation of service. I tried calling *** yet again last week and was told this is not their problem and would not investigate nor assist me in any manner. The 3rd person I spoke to (who claimed to be a Supervisor), simply read from a template script (I know because I've heard NUMEROUS times from unempathetic and unwilling-to-help *** customer service personnel). When I asked to speak to this gentleman's Supervisor, he hung up on me. *** needs to stop passing the buck and investigate what is going on

  Business Response

  Date: 01/17/2023

  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:01/10/2023

  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.

  My *** account offered a free service for *** program plan $30 and a credit per month of $30 so the plan offer free internet I added a phone when they advertise a 50$ Straightalk *** plan with internet and phone. My federal Program. The *** is poor managed some hacking or other bias interference may a role. As conversations are bizarred and tense. I think I am being discriminated against for federal benefits on this account. It keeps getting disconnected and charges inflated.

  Business Response

  Date: 01/11/2023

  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: 01/12/2023

   
  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:01/09/2023

  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.

  I was billed twice for the following periods: Dec 10, 2022- Jan 09, 2023 and Nov 10, 2022- Dec 09, 2022 for a previous account 001-8610-042227416(1525 *************** apt7 las vegas ** *****), which I moved from in November 2022. I moved to account 001-8610-146257801(3546 herodain ave las vegas ** *****). Account should have been disconnected and was not. For Dec 10, 2022- Jan 09, 2023: The total amount withdrawn from my account is $95.15(both account amounts added up). The actual amount displayed on the *** bill is $55.16(001-8610-146257801(3546 herodain ave las vegas ** *****)). An additional $***** was withdrawn from my account based on 01-8610-042227416(1525 *************** apt7 las vegas ** *****), which should have been disconnected. For Nov 10, 2022- Dec 09, 2022: The total amount withdrawn from my account is $194.89. The same error occurred here: I was billed for the internet services and install, totalling $157.90(001-8610-146257801(3546 herodain ave las vegas ** *****)). An additional, separate charge of $***** was withdrawn from my account001-8610-042227416(1525 *************** apt7 las vegas ** *****).Previous account 001-8610-042227416(1525 *************** apt7 las vegas ** *****) was not closed when I moved my services to account 001-8610-146257801(3546 herodain ave las vegas ** *****). The website did not prompt me to disconnect the previous service, only relocate. Bank statements are attached. I was charged ***** and ***** on account ******************, despite moving, when the account should have been disconnected

  Business Response

  Date: 01/11/2023

  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: 01/12/2023

   
  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:01/06/2023

  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.

  I moved out of the Zezura apartment community located at ********************************************************************************* Las Vegas ****** ***** on 11/30/2022. I returned the equipment that *** brought to my home during installation which was a *** Internet Tower as well as two cable boxes. When I moved in on June 15th 2022 there was a touch screen for the *** Home Life alarm system already in the apartment. ****** offers home life, internet, and television through the community via one's rent payment. So I never owned or asked for a touch screen, the only thing I did outside of what ****** offered its tenants was upgrading the internet service to Gigi ****** *** has been blowing up my email and my phone via text messages demanding that I return the Home Life touch screen that I don't have or own. I am not a thief, It never occurred to me in a million years to take the touch screen with me when I moved out, I have spoken to regular Cox communications representatives from billing regarding this issue. I have spoken to a home life representative regarding this issue and I have spoken with ********************* regarding this issue and all three of them say the same thing. Although the installer did not bring the touch screen with him when he installed my service and it is the property of Zezura aparments, I still owe them the equipment or a ****** dollar fine. This is beyond egregious and I demand that *** remove me from their system and contact ****** directly about their home life touch screen. I have already reached out to ****** as well, and spoken to a leasing specialist who claimed she was going to reach out to ******'s *** representative and get this taken care of, which of course she never did. My name is ***********************, my *** account number is *************. The equipment that you claim I owe you is HTE400E(serial # ************* THE EQIUPMENT IS IN APT **** AT ZEZURA. Call Zezura *************) and tell them you want your touch screen. Quit threatening me over equipment I don't own.

  Business Response

  Date: 01/11/2023

  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: 01/11/2023

   
  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:01/06/2023

  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.

  On 12/21/22 I contacted *** through chat about having unlimited data removed from my account. Unlimited data was removed but my discounts and monthly rate were also incorrectly adjusted. I called on 12/22/22 to get the issue corrected and spoke with an agent named ***** at approximately 11:30am. ***** mentioned that he could see the changes that were done on the account and that my monthly rate was now 69.99/month. I told him there should be a $10/month discount as well and the final price should be *****. He mentioned that he could see that the $10 discount was notated on the account and it would not expire until October ****. I then asked him to add the discount back on the account. He stated he couldn't do it and he would need to transfer me to the retention/loyalty department. Once I was speaking to an agent from loyalty department they stated there was no way that the discount could be applied and the code wasn't available. I asked why this was the case as the notes clearly stated the discount was to be applied through October ****. They stated it wasn't available to add to the account as of the day we spoke and there was nothing they could do. I told her I needed to speak with someone that could make the change, as I had not requested or wanted the monthly rate to be changed upon my original request of removing the unlimited data. This agent, whose name I didn't not get, said no one could update anything on the account and that she could send me an email to file a complaint after our call and I also told her I would be filing a BBB complaint for this. I never received any type of email from *** to file my complaint or had any follow up. I am dissapointed to see that *** won't fix a simple pricing error, even though they have comments and notes stating what it should actually be. I would like to and expect someone to contact me to fix this issue.

  Business Response

  Date: 01/10/2023

  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