ComplaintsforCox Communications

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Received my bill for August it was $95.56, Sept it went up to $162.87, Oct it went up to $207... more than the September bill without any notification of discount expirations, changes, etc. I called in and spoke to Carolyn in Cox Billing Dept, she put me on hold for 13 minutes while she looked into the account to come back online and tell me there were no discounts that could be applied. When asking why my current discounts came off when they hadn't expired she couldn't explain why the 2 bundle charges increased from $37 each to $52 each from Sept to Oct and could only explain the $12 discount expiring. I asked for the loyalty dept, she told me she was the loyalty dept. I asked to speak to a manager she told me that wasn't possible and that I could only get a call back. Told me there was nothing else she could do and no discounts even thought my bill went up $100 in 2 months... She told me about the federal grant relief program but then when asking how to sign up she couldn't help me navigate the website(Or guarantee we would qualify). During a pandemic they are increasing prices and the reluctant to help you apply for the govt assistance being offered or explain the increases properly. If this issue is not resolved and explained properly we will be disputing with out creditor as well as terminating service moving forward. This is no way to treat a long term customer that pays on time every month when simply trying to find out why the bill is increasing. We cannot afford $45 increases every single month! Times are hard enough as it is right now!

  Business response

  01/19/2022

  Business Response /* (1000, 7, 2021/11/16) */ Dear BBB: Cox Northeast Executive Escalations team responds to BBB case# XXXXXXXX. We apologize for the delay in responding. We have resolved our customers' issues. If our customer has any further questions they have been provided our department contact information. Thank you, The Northeast Executive Escalations team

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My complaint is on October 16,2020 I called COX C0mmunications for service at my home. I spoke with a very nice lady by the name of Norma and asked if there was a way I could get service with a set price so I would not have to negotiate a change of service every year. She told me there was a program for two years for 155+ per month. Norma did not advise me there would be 20$ increase after one year. If she had I would not have excepted the offer. I just spoke with a COX representative and had no luck so I asked that the service be terminated. Great way to do business. Thanks for your time. ***** *****.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/10/21) */ 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. Tracie Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (3000, 7, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received a call from COX 10/21/2021 asking if I would return the call when I return to Sun City on the 21st. of November to discuss resolving my complaint. Hopefully at that time a reasonable agreement will be reached. Thank you. Business Response /* (4000, 9, 2021/10/25) */ We would like to thank the BBB for sending the customer's additional comments. Again, 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'll follow up the customer on November 21 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. Tracie Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (2000, 11, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hopefully on the 21st of November I'll contact Tracie from Cox and we will reach an agreement that's good for all concerned. I appreciate the effort BBB has provided and also the response Cox has made.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dating back to early September Cox has refused to send a technician to my home to fix the issue of extremely low upload speed. I pay for 30mbps and have been getting less than 5. I have lost thousands of dollars in revenue due to being unable to conduct my home business if uploading and live streaming video content.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/10/15) */ Cox's Executive Escalations SE submits the following response to this complaint. We would first like to apologize to our customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result. Cox's records show that our customer also lodged this same complaint to Cox's corporate office and the FCC. A Cox Resolution Specialist has been working with our customer, since he answered our customer's phone call to Cox's corporate office on 10/12/21. Our customer should continue to work directly with our specialist going forward. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity theft. Convergent Communications sent me a letter to collect $484.50 October 16, 2019. I mailed certified return receipt requested everything Cox Communication required: Police Report and number, copy of my mortgage statement showing how long we lived at this address (19 years as of now), proof of my account with ATMOS ENERGY at my home address since 2002 and request for restitution (which I never received). My credit was frozen with 4 credit bureaus and still is. Cox contacted by phone to tell me that there would be no further action as it was deemed FRAUDULENT and I was not responsible. Yesterday 9/20/2021 (almost 2 years later) I received ANOTHER letter from Convergent for collection of $484.50. I called them and they said I had to talk to someone at Cox which is impossible. This is at the point of harassment. This has been very hard on me. I had identity theft with 4 different entities, all were either communication companies or power companies.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/09/24) */ Dear BBB, Cox Communications is responding to the complaint filed with your office on September 21, 2021 with the assigned BBB complaint ID of XXXXXXXX. Cox extends an apology to the consumer for the error that occurred. Cox confirmed that this consumer was a victim of Identity theft and is not responsible for the balance that was sent to a Collection agency. All records will be updated to reflect this, and the Credit Bureaus will be notified. We provided the consumer with our direct contact information should she have additional questions or concerns regarding this matter. Sincerely, The Cox Executive Escalation Team

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cox communications in Las Vegas,Nv tried to collect a fraudulent debt in the amount of $1,510.19 approximately 3yrs ago. I've never lived in Las Vegas,Nv. A It was disputed by all 3 credit agencies and removed 2yrs ago. I've just received another debt collection and threat of judgment on 09/13/2021. I called today 09/19/2021 at 10:15am spoke to Sierra ****** at Convergent Outsourcing Inc. collecting debts on behalf of Cox communications. Sierra ****** said she has placed this in a fraud status. I explained I already filed a dispute with Cox communications fraud dept 3yrs ago. Cox communications was never able to find this account in their system. My credit is impeccable I cannot have this put on my reports when it's already been disputed and removed.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/09/21) */ 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. We provided her with the www.Fraud-Cox.com link to dispute the charges and she declined. 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 Tracie Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (3000, 8, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already done this thru their fraud department 3 years ago hence removed from credit report. I'm aware they sell their portfolios every 3 to 7 years of which this was coming up on the 7 year mark. They didn't remove this fraudulent erroneous debt from their portfolio. Tracie was unable to find any records of this fraudulent account. I have NEVER lived in Las Vegas! I've turned this over to the Consumer Financial Protection Bureau as their attempt to collect from me this fraudulent debt is unlawful and unethical to say the least. Complaint # 210923-7314937 Business Response /* (4000, 11, 2021/09/27) */ We would like to thank the BBB for sending the additional concerns that she already filed a complaint three years ago with the Cox Fraud Team and has never lived in Las Vegas. As requested during the September 21 conversation, I will not attempt to contact her again. However, I'll remain available to assist with the process if she changes her mind. We genuinely want to help and kindly ask that she use the link and send all requested documentation to quickly resolve the disputed collection balance expeditiously. Since she admitted during the September 21 conversation that she did not file a police report, we did not have all of the needed information to properly investigate the identity fraud claim. Any documents sent three years ago to our Fraud Team would have been deleted for security and privacy reasons. She was provided with the process to resolve her identify fraud dispute by using the www.Fraud-Cox.com link. The police report can be filed online using the Las Vegas Police Department website. After the report is submitted, she is issued a 12-digit "Report Key". She can access the report to check on the progress. She will need to upload the police report, proof of identity, and proof of residency. We appreciate the opportunity that the BBB has given to us to assist and will work towards a successful resolution. Tracie

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi. Please see the screenshots. I signed a 12 month contract with cox internet. First month free and months 2-12 at $59 per month. I got bill to pay first month $59 instead of being free as advertised. I called and spoke to multiple Cox associates and they said such deal does not exist. Please help. This is fraud I signed up for 12 months contract and they refuse to honor their advertising.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/09/21) */ We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Dani G. Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (2000, 7, 2021/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been calling for a week to try and cancel my Cox service. Every time I call, I'm placed on hold for an extended period of time and then hung up on. My service still hasn't been cancelled. The first time I called, the system asked me after 15 minutes of being on hold, whether I'd like to re ring my party and when I pressed 2 to do so, it also hung up on me. I've wasted hours trying to cancel service.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/09/17) */ We have spoken with our customer and believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience. Thank you.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Previous renter still has service for the same place that I am trying to get mine activated at. It's been three days and I want me & my kids services ASAP

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/09/16) */ Dear Ms. *******, Cox Communications (Cox) is in receipt of your complaint filed through the Better Business Bureau (BBB). Let us 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. Cox records indicate there are currently active services under another customer's name at the address specified in your BBB complaint. Several attempts to reach out to our customer and confirm they have moved and no longer want services have been unsuccessful. On September 10th and 14th, 2021, you were advised proof of residency (Lease/Rental agreement in your name) would be required to override and establish service at this address. Once proof of residency has been confirmed, or our current customer disconnects their account, we can proceed to activate services in your name. If you have any further questions you may contact our Sales Support team at XXX-XXX-XXXX. Best Regards, COX - California Executive Escalations

• Initial Complaint

  08/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cox communication will not acknowledge a node outage in the area until they have received a volume of complaints. Service staff refused to escalate issue to management or a higher tiered support. This is the third time that I have had to go days with barely a trickle of bandwidth (insufficient to work). These node outages have a significant impact on my income. A simple billing adjustment does not adequately compensate lost wages and required travel to the main office to work. One day's wages (especially today and tomorrow with mandatory overtime) will exceed my monthly cox bill. I pay for a gigabit connection and am currently seeing 0.5% of the service paid for.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/09/07) */ Cox's Executive Escalations SE Team submits the following response to this complaint. We would first like to apologize to our customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result. A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show that a service trouble call to address our customer's reported problems was completed on 8/31/21. The Field Ops Technician who completed the service trouble call found multiple plant issues, which he referred to Cox Field Network Ops for action. Cox Field Network Ops resolved those issues, on 9/4/21. A Cox Customer Resolution Specialist attempted to contact our customer, on 9/6/21, to confirm whether or not all is now well. The specialist reached our customer's voice mailbox. The specialist left a voice message, including a number that our customer can call if he is still experiencing problems. Cox's Executive Customer Resolution Specialist credited all charges from 8/29/21, which is the date that our customer reported the problems, thru 9/4/21, which is the date that Cox Field Network Ops resolved the issues that were referred to them. , back to our customer's account. The credit amount is $42.67. Our customer's balance was reduced from $182.88 to $140.21, as a result. We would like to thank our customer for being a longtime, valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox terminated my internet antv service on 8/5/21 for non payment of a bill due on 8/10/21. They "cut" my much needed "lifeline". They violated and harmed me by their actions. They just sent me a bill after this saying I owe them. I owe them nothing after what they did to me. They owe me

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/08/25) */ We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Dani ** Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (3000, 7, 2021/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox says they "reached out" to me. If they did, they did not "connect" with me. I have not received any "reaching out" from Cox except for weekly collection mails and collection emails that have been left on my voicemail. This totally unacceptable and unprofessional. I am insulted by them calling me a valued customer, yet treat me with so badly and with such disrepect.If they have proof that they successfully contacted me then they need to furnish it to you and me. Also, I pay and get my bills via mail and email. If, Cox wants to contact me they will have to use the same method(s); mail and/or email. Sincerely, Richard ********** Business Response /* (4000, 9, 2021/09/03) */ We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Dani G. Executive Resolutions Cox Communications, Southwest Region Consumer Response /* (4200, 11, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I specified in my last correspondence with BBB that I will not communicate wih COX Communications over the phone, only by written mail. Cox sent me an email telling me to call them. I responded by saying they can continue to write me at that address. They once again diresprcted me(a proven good customer). I received 2 voicemails today from the COX Communications Collection Department. This is unacceptable. This also shows great disrespect for BBB by increasing collection attempts will this matter is being reviewed by 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. ↩