ComplaintsforCox Communications

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My fianc called cox communications on 6/15 about a non working internet router. We were given a day and time to head to our place monday timeslot 3-5pm. The next morning while on property we found a wire connected to the main power line with a warning label to immediately contact our cable provider to get it handled. Our lives could have been at risk, I work in electrical and this is a huge deal, the safety of my family was pushed aside. When we called to update them about the situation we were told they could send someone out 6/16, no one came or contacted us so we called again. We were then told someone could not come out today now but would come from 8-10 time slot on 6/17. No one came or called to that either. Someone did come for our original appointment time but our safety should never have been put in danger. I call *** to ask why all that happened and was told there is not even a record of anyone having those other times. On top of that I was told there is no emergency number, none of the teams have a direct link, and after getting promised a manger would reach out to us to solve the issue in 24 to 48 hours they still did not reach out. I am reaching out to solve this matter, I want a response from *** explaining why we were promised and rescheduled so much, we want all cost of our services to be void for the time we had no internet, we would like a formal apology and a plan from *** on how they plan to fix this and handle it differently in the future. No one should fear their life being in danger and having no one reach out, after us the customer doing so over 12 times totaling over 4 hours just on the phone.

  Business response

  07/08/2024

  Tell us why here...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. 
  
  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 response

  07/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was advised they would wave the balance that was showing on my account of $40.04 is what it is currently showing balance might get higher due to not paying the amount as of yet. There was errors with my account when I applied for connect to compete. I was able to do much to fix it but they advised they are sorry for any inconvenience and that they would clear the balance due so qhen my next bill came I would be paying the connect to compete price in July. I paid ***** in ******* 9.95 in June. I should be current and only owe 9.95 on my next bill. Im very disappointed I was advise they would help then when I questioned why it was still showing the balance they do know what im talking about. If just want them to do what they said they would do and clear the balance on the account so I owe what im suppose to in July. I had no take in the process injad no control I gave everything they needed but they made mistakes. I will be canceling my account at this time as they are not honoring what they said they would do. I have no contract so I shouldn't be accessed anymore fees. Account # *****************

  Business response

  06/28/2024

  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 June 28, 2024, and have provided a resolution for the concerns brought up in your complaint.  
  
  If you have any questions or concerns regarding your account, please contact our ****************************************** at **************. 
  
  Best Regards,? 
  
  ************************;
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For years we have struggled with service in our area, we have had the whole outside and inside of our who house rewired and configured by their techs. The equipment is c*** They will not replace it without a technician and I cannot be home for that. And I am capable myself. My other option is to drive over 30 minutes and back to get said equipment. I just want them to mail it and then I ship it back. They sulfate they cannot do this. They refuse to take the box rental off my account. They keep telling me to call a number for the concern department but then I get sent no where as they tell me they do not have a concern department. I have spent all morning on the phone and texting them. We just go round and round and then they hang up on me.

  Business response

  02/21/2024

  We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed her concern.  Thank you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom it May ************** the end of September or early part of October, I called the loyalty department to renew my discounts. It took the loyalty associate a while and she came back to me and said the best she can do for me was $243.94 and it will expire on October 28th, ****. Keep in mind last year my bill was 213.21.In November and December, 2023 I paid $243. 94. There was an outage from Cox Communications in December, 19th and 20th, 2023. We didn't have landline service, plus the cable and the internet were out for 2 days. I called the loyalty department they told me everyone that lost services for those 2 days will get some credit on their bills. Instead of paying a lower amount or $243.94 for January ****. Why my bill instead of being lower it went up to $251.30. I always paid my bills early so I paid the $251.30.I don't know what's going on but I hope the Senior Executives form the company rectify the situation.I have been a loyal *** customer from: **** to ****; **** to ****: and **** to now, for a total of 33 years. We were in the military serving our country but every time we came back to Virginia we went right back to Cox Communications. I don't think Cox Communications is being fair to "a long time and dependent customer".

  Customer response

  01/02/2024

  To the Better Business Bureau,

  Complaint ID ********

  My complaint is very simple.  The loyalty department from *** Communications promise me that my bill will be $243, 94 until October 28th, ****.  Now they send a bill for $251.30  for December 2023.  I enclosed a copy of the bills for Oct, Nov, and Dec 2023..  I just would like for them to keep the part of their bargain for my bill to be $243.94 or maybe lower until Oct 28th, ****! And I also ask for them to give me credits for those 2 days in December, 19th and 20th, 2023 when my landline, internet, and cable were out.

  I was trying to give a little background for being a Cox Communications for 33 years.  I also trying to explain the cut in service from year **** to ****. It's because I was in the military stationed out of VA.

  I did not make any implicit or explicit threat to anyone.

   

  Thank you in advance for your consideration,

   

  V/r,

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

  Business response

  01/10/2024

  We are sorry for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.

  After reviewing the customer's account on January 11, ****, a *** Executive Escalations Specialist was able to add a discount to reduce the customer's monthly rate to $240.70 until October ****. The specialist also applied a two-day credit of $16.00 for the service issues in December.

  We are happy to report the customer is satisfied with the resolution.

  Sincerely,

  *** Executive Escalations team

  Customer response

  01/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im bringing to your attention complaint on cox communications, I think its a setup for people without money to steal internet service from me by trying to memorize or even get a employee to guide password done thru local cop or one that comes from *****. They try to overcharge me take advantage of me tried to live off my internet service to where I couldnt use it. This is very unacceptable then they even tried to act like they were owed something or *********** it, they are not royalty they are *********** nothing at all I think the criminal is a middle eastern man from the ****** bureau with a white guy. They are unpaid agents trying to steal it were aware that the govt was going to shutdown and pursued to steal from me. They think he calls the cops if he doesnt get his way but theyre fake. I want full refund of my *************** back to me, Im not here to pay for free internet for people without. In addition there is no email contact on the site and addresses of corporate headquarters are wrong its agent that will place a duplicate or false page up, and no that doesnt make him powerful, if his stealing it is a very very very poor guy con artist .

  Business response

  11/30/2023

  *** made attempts to reach *********************** in receipt of his/her complaint; however, we did not have the opportunity to speak with them. Should *********************** wish to discuss this matter further, they can reach a *** representative by calling **************.
  
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2018, a fraudulent account was set up with Cox Communications using my identity in ********. In 2020, I discovered it on my credit report by a collection agency (RGS Collection) as a bad debt. I have never lived in ******** and have lived in ***** my entire life (in the same house since ****). I filed a complaint (case #********) in 2020 and it was removed from the credit agencies (Experian, etc) at that time. It has now reappeared on my credit report as a bad debt by ************************** (#*********). The *** Communication account is #*********. *** Communication now wants me to submit my drivers license, proof of residency, etc. They have allowed this fraudulent account to remain on my record since 2018 and continue to sell it to collection agencies so I do not feel safe giving them more of my personal information.

  Business response

  10/12/2023

  We want to thank *********************** for taking the time to file her concern.  In receipt of this complaint, *** spoke with *********************** and we advised her to file a fraud case for investigation.  We sincerely apologize for any inconvenience caused.  Thank you. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/24/2023 I Purchased a new cell phone through ***. Activated on 06/06/2023. Status was Completed. Went on vacation and tried to use the phone. I could only call out. Nothing else. Called ***. I went through 3 weeks trying to get service. In the end I was locked out of my email account for 14 weeks. *** changed my password, and even *** could not get into my account. The cell phone would not allow even outgoing calls. I was told that the only thing I could do !! Was to go to the nearest *** store to get into email, and resetup my phone. I was in *******, MI the nearest store was in *********, **. I want to tell anyone that is thinking about *** mobile to be warned. They don't care how much Time, or burden, that they put on a Customer. They just don't Care. I finality went to a *** store and they setup my phone, and released my Email account back to me. I have called *** 3 times trying to get a justification on what I was Paying for. All 3 times was either the call disconnected (1) or we cannot take your call at this time!! What - I don't get it. WHAT ABOUT SOME CUSTOMER SERVICE.

  Business response

  09/28/2023

  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. 
  
  
  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, 
  
  *****************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** overcharged me for service, missed my cancellation request then continued charging for a disconnected service I spoke with someone at least once a month since November 2022 to have this account resolved & was told it was being passed along but instead it was sent to collections. The account is considered settled as of yesterday after about 25 encounters & 8 escalation requests (only 3 granted) but this still appears negatively as this account was never abandoned and never supposed to go to collections

  Business response

  08/25/2023

  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 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

  Customer response

  08/25/2023

  I am rejecting this response because:  my information sold/shared without my consent and without reason. This account should also not reflect as "settled" because it was wrongfully sent to collections.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17, 2023 I received a written notice of debt from ****************************, LLC for a fraudulent account opened in my name with *** Communication in ******. I called the number provided and explained that this is a fraudulent debt and that I have never had an account with *** or lived in ******. They asked for my social security number or last four digits and I refused to give it to them. I considered the letter a scam and hung up. Today, July 24, 2023, I received another written notice from Credence giving me instructions on how to file a fraud claim with ***. I went to the web address for *** that they provided and it asked for my social, drivers license and other forms of identification. I did not provide it. My complaint is I want Cox Communications to remove this collection of debt from my record.

  Business response

  08/09/2023

  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.
  
  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

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a *** van in my back ally at 9:45 am and we heard a drill and my internet services were completely cut off. When I notified *** they attempted to charge me $75 to have a tech come out. This was not my doing and there is no faulty equipment on my end, as it was working just fine the min before they came into my ally and started messing w our wiring.

  Business response

  07/26/2023

  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

*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. ↩