ComplaintsforCox Communications
Utility Contractors
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Complaint Details
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Initial Complaint
07/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My *** bill is super high I was getting charge for wrong plan and also I am not getting credit back for the time my services or not working. My services hasnt been working for the past 3 monthsBusiness response
07/14/2023
Dear *************************;
Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your *** account on July 13, 2023, and have provided a resolution for the concerns brought ** in your complaint.
If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************.
Best Regards,
*** WEST
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The Executive Escalations TeamInitial Complaint
07/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
When moving into my new residence I was told that my first month would be free. I was then told that I could not get ACP if I got the first month free. I challenged that and was told that I was eligible for both. I would like my service as agreed. I would also like to know the status of of my ACP benefits.Business response
07/17/2023
Hello, *** attempted to reach ****************** to address her concerns but was not able to speak with her again. *** did originally reach Ms. *** prior to this complaint on July 12, 2023, and discussed the billing issues at hand. If ****************** needs further assistance, she can reach a representative at the contact information provided.
Cox Communications
Initial Complaint
07/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was told I had to the 7th of July to make my payment and today July 1st my service shut off after I told it would not shut off til the 8th! I will be asking for Compensation as I work from home and I am not able to work all day becaus they shut down my internet a 20$ Credit will not do its two month or I am going get a lawyer for bait and switchBusiness response
07/13/2023
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 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, West RegionCustomer response
07/13/2023
I am rejecting this response because: The agent who responded as address this concern once before for the same issue. A few months ago and it is an on going issue that they blame on " miscommunication " Once sure 3 times no this is a practice this point and a bait and switch. Bait switch does not just applies to sales. You are providing me a service in which you promised one thing and did another incurring extra financial hardship on me and your 20$ is not acceptable and nor do I want it. Its insult, considering I work remotely and lost a day or work because of your mistake. 25$ an hour = 200$ not mention I did not have the money at the time and had to ****** using a payday loan which cost me 100$ extra in interest. so there 300$ this is not including the stress you have put me through the time out of my day I have had to take to deal with matter and your response is here 20$? No thank you I would like someone above this agent to contact me. preferably a manager considering this now the 3rd time this has happen.Initial Complaint
06/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I went to apply for *** last month and they say I owe them And I never had them !!!! And its also showing up on my credit report!!!Business response
06/27/2023
Dear ***********************************,
Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your *** account on June 26 and have provided a resolution for the concerns brought ** in your complaint.
If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************.
Best Regards,
*** WEST
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The Executive Escalations TeamCustomer response
07/02/2023
I have reviewed the business response and accept this resolution.Initial Complaint
06/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
9/23/22-I called COX COMMUNICATIONS and canceled my internet service with them. My bill for service was already paid and I received a refund in the form of a for overpayment in the amount of $10.67 (see attached bill dated 09/23/2022) 09/30/33-I returned my rented equipment on 09/30/22 (see attached return receipt) 10/13/22 -I received a final statement on 10/13/2022 showing a balance of 0.00, as proof of closing my account on good standing, and full balance had been paid, and equipment returned. 11/12/22- I received a bill in the amount of $30 as a new charge for the billing cycle 11/12/22-12/11/22 for a charge for ACP on 10/21/22. After I closed my account with cox on 09/23/22. 11/19/22 i called COX and spoke to a representative named ABEL, to get this incorrect balance resolved, he agreed that i did cancel my service on 09/23/22 and the bill was in fact incorrect, and would be corrected and that i did not in fact have a $30 bill, and it was an error. 12/16/22 I received another notice stating i had a $30 balance. 12/18/22 i called COX customer service and spoke to a representative named MIGUEL a second time inquiring about the incorrect billing issue, they ensured me the balance would be corrected and would take 3-5 days to reflect. 01/10/23 i received yet another notice stating of the $30 balance, i called COX customer service and spoke to LAURIE, explained the situation and how the balance has not been corrected and that they were fraudulently and illegally billing me after proof of canceled services, i asked to be transferred to a supervisor. I spoke to supervisor ALVIN EMPLOYEE ID # *****, he apologized for COX’S ERROR and immediately resolved the issue and issued me a corrected statement in the amount of $30 billing credit , as it was in fact a billing error and I did not have a balance. (see attached credit refund email)Business response
06/20/2023
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
We have contacted the customer directly to address their concerns and have provided a successful resolution.
It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has given to us to assist our customer.Initial Complaint
06/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Starting on 5/17/23 my email was deleted by *** without my permission or knowledge at the time. For the past three weeks, this issue has gone unresolved with no follow up calls, no resolve to the issue. I have spoke with multiple employees at *** customer ************** tell me something different each time I speak with one of them; or they tell me the problem was fixed, when it was not. I was told today (6/6/23), that my emails in my original email files would not be recovered and there was nothing they could do. I asked if I hired my own tech service to retrieve files, if I would be reimbursed and they said they would not.Business response
06/27/2023
Dear ***********************************:
Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
Our Executive Escalation team member spoke with you regarding your *** account on June 27, 2023, 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 Executive Escalations on **************.
Best Regards,
*** - **********
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The Executive Escalations TeamCustomer response
06/27/2023
I have reviewed the business response and accept this resolution.Initial Complaint
06/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had Simple Internet, my last payment was $41.99 on March 29, 2023 and $50.00 March 30, 2023 I have been trying to get the *** $30 discount and I was told that I would get upgraded panaromic wifi, unlimited data for 2 years for $23 monthly, I paid a $50 equipment deposit since then I have had nothing by huge bills, wasted time on the phone, fustration, I want my $50 simple Internt back. The Loyality and ******************** told me they can't do anything because I have an outstanding bill. I have orders completed I have no idea for what, I have canceled orders, I have had bills over $400 which is way more then $50. Please have someone call me that has the authority to put my service back I have NO INTREST in any *** discount ever!!Business response
06/08/2023
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 ** to assist our customer.
******
Executive Resolutions
Cox Communications, Southwest RegionInitial Complaint
06/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have previously filed a complaint against Cox Communications. I received a phone call from one of their Vice Presidents; however, he told me that the ONLY way to Restore my Services was to pay a Past Due bill SUPPOSEDLY mailed on 04/08/23. I Verified my address was correct with them; however, I STILL have NOT received a SINGLE bill, NOR have I received ANY Notice of Disconnection NOR ANY Calls or Voicemails from ***!! :-( :-( :-(I Told him that I was Formally Disputing BOTH bills, since the second one was SUPPOSEDLY mailed on 05/08/23. IF they were ACTUALLY mailed on those dates, I WOULD have received them several weeks ago! Cox Communications CLAIMS that I can view them in the *** App; however, it is IMPOSSIBLE to log into that App!!!!! :-( :-( :-( :-(I insisted on Paper Billing via **** for a reason. It is my RIGHT to Refuse to pay these bills UNTIL I Have Received a Paper Copy IN THE MAIL, and, per ******* and Federal law, they CANNOT 1. Disconnect my Services; 2. Report my payments as Late to the Credit Bureaus; OR 3. Send my Account to Collections!!!Business response
06/12/2023
Were sorry for this frustrating experience and appreciate the opportunity to respond to the customers concerns. As noted on the previous complaint, *** is not aware of any billing delivery issues in the customer's area. Because *** has already sent the customer a paper copy of their bill, we are unable to change it to priority mail via UPS.We have, however, emailed a copy of the bill in PDF format to the email address provided by the customer on the complaint. Per the customer service agreement at www.***.com, *** reserves the right to suspend service if they have not received payment in full by the customer's payment due date. Regarding the customer's claim of not receiving their *** bill, *** has mailed out a duplicate copy of the bill and to ensure customer received a copy of the bill in real time, we have also emailed a copy of the bills to the email address provided on the complaint. The account has been placed in non-paid disconnect status and now has a past due of $427.72. To restore service, the customer must pay the past due amount and can do so by calling our Customer Support team at ************.
Sincerely,
*** Executive Escalations teamInitial Complaint
05/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been dealing with a fraudulent *** account being sent to collections on 4 separate occasions. I have never in my life opened an account with ***. For some reason there is an account tied to my name. I have noticed the collections account on my credit report from 3 separate collection agencies. Every time I dispute the account and get it removed, it comes back with a new collections agency. I have tried calling *** directly and they were no help. They have no statement or record that this account was mine. How it is randomly tied to my name out of nowhere doesn't make any sense to me. I have never had a cox communications account and I have been dealing with this dropping my credit score the past 2 years with zero help from ***. Their solution is to have me upload proof that its not my account, but how can I possibly have proof that I never had an account with them? I have never signed a contract with ***, never set up an account with *** under my name, and never had any services provided by ***. I need this fraudulent account removed completely from my name. I can not keep dealing with collections agencies and a ruined credit score over something that doesn't belong to me.Business response
05/25/2023
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 ** to assist our customer.
**************
Executive Resolutions
Cox Communications, Southwest RegionInitial Complaint
05/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a fraudulent account that was opened in my name in Sept. 2022. I was a victim of Identity Theft during the same time period. I was alerted to this account when I checked my credit and noticed I had a Convergent Outsourcing collection agency showing I had an unpaid balance. Upon contacting Convergent Outsourcing that's when I was told the account was for *** Comm. I explained to them this was due to Identity ************ said I would receive a packet in the mail within ***** days to provide info to prove this was not my account. It has now been 45 days since contacting them and nothing has come. I contacted them on 3 different occasions to try to get this so called fraud packet. I than contacted *** Comm. and was given a website www.id-verify.***.com which is not able to be pulled up. When I contacted them today I was told that *** does not have an in house fraud ***** that it was outsourced and the only way to start the claim was through the website which will not pull up. I JUST NEED TO GET THIS TAKEN CARE OF ASAP, I'M TIRED OF THE RUN AROUND. It has now affected my credit and I need to get it resolved.Business response
06/05/2023
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 ** to assist our customer.
**********************
Executive Resolutions
Cox Communications, Southwest RegionCustomer response
06/05/2023
I have reviewed the business response and accept this resolution. They took care of the problem promptly.
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Customer Complaints Summary
121 total complaints in the last 3 years.
10 complaints closed in the last 12 months.