ComplaintsforCox Communications

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Over the last six years, and as recently as today, I have discovered multiple occasions where a simple technical assistance call to Cox Communications to address a bad connection, for example, resulted in the non-consensual addition of Cox Complete Care onto my account without my permission. When you notice it has been added, you call to complain. The usual option is they cancel it and don't address the underlying fraud that has happened to the customer even if the customer alerts them that they are being repeatedly victimized by dishonest associates. I have been on this merry-go-round of theft for years. Today when I chatted with support, they told me it was basically my fault for not noticing it sooner. They removed the service. I initiated a subsequent phone call to Cox, and the associate refunded me the charge for the last year and reported it to the fraud department. This is by far the most involved response I have ever received. So I am appreciative for that, but this needs to be aired out.The deeper I dig, I am realizing there are millions of dollars involved in this very apparent scheme to take advantage of sales goals incentives or to meet quotas. Cox is aware of the problem, but is reaping a huge benefit it seems. This is not the only scheme employed in my area of Northern Virginia, according to media reports and whistleblowers. So while I appreciate the refund, I want resolution regarding the underlying fraud that keeps happening to me. People at Cox are adding a fee without my permission to my account. This is happening over and over. It is part of the process of a support call. Cox needs to address the criminality behind the repeated fraud and not just give a refund. I am a good customer and I don't deserve to be defrauded without resolution or even recognition of what is happening to me.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/30) */ Thank you for the opportunity to respond to the customer's concerns. On September 22, 2022, Cox received the duplicate complaint that the customer filed with the Federal Communications Commission regarding their billing concerns. According to our review of the customer's account, the Cox Complete Care (CCC) subscription was included in their promotional offer when they upgraded their Internet package from Ultimate Internet to Gigablast via our website (at www.cox.com, order # XXXXXXXX) on August 29, 2021. While this service is optional, it was offered to the customer at a reduced rate of $5.00 a month (regularly $10) for a period of 12 months. A confirmation email was sent to the customer (at the email address provided in their BBB complaint) on August 29, 2021, in order for the customer to review and confirm the upgrade of their Internet service as well as the addition of CCC. Until September 22, 2022, our records indicate no disputes regarding this charge. Nevertheless, after the customer contacted Cox to dispute this charge on September 22nd, our records show that the CCC subscription was removed from the account and credited in full. A credit of $60.00 (representing 12-months of CCC, from August 2021 to August 2022) was applied to the customer's account. Additionally, since we bill in advance, their September 2022 bill was credited $10.00. These credits will reflect on the customer's next statement. We appreciate the customer bringing this matter to our attention and regret the inconvenience this has caused. To ensure a smoother shopping experience for our customers in the future, we have shared the customer's feedback with our ecommerce team. Sincerely, Cox Executive Escalations Team Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the reply. The major issue I was addressing was ignored. If you look deeper into my decades-long account information with COX, it is easy to see all my complaints about the REPEATED addition of Cox Complete Care onto my account. There is ALWAYS an excuse for how it gets added on, but it is unwanted, unwelcome, and gets added on somehow, someway regardless. On 8/21, I SPECIFICALLY told the associate that I DID NOT WANT CCC added on. They did it anyway and then hide behind a disclosure. When you package it inside an upgrade, that is sneaky and unethical. This complaint is addressing years of repeated behavior going back to 2012 in ******** *******. Same scenario every single time. Sneaking in the service when someone upgrades is not okay either. It is sneaky, slimy, and corporate grossness at its peak. When I last spoke to COX about this issue, a disclaimer was added to my account that I NEVER WANT COX COMPLETE CARE added on. Why is that a necessary step if the process is so transparent and upfront? The associate definitely had dealt with these complaints before and was exasperated by the behavior. I would like the business to provide proof of me accepting CCC with the 8/21 upgrade. I would also like the business to review my account history over the last decade and admit how often this exact complaint has arisen. This is not just happening to me. Millions of customers are paying this useless fee and are unaware. Consumer Response /* (2000, 12, 2022/10/08) */ This complaint has been addressed by the business. I did have some details wrong in my complaint, but the overarching concern about the repeated decade-long issue I have been having was addressed. I explained thoroughly just how pervasive this issue has been for me and how difficult it is to fight for change when nobody looks past a discrete incident to the pattern. The business acknowledged my frustration and provided me with contact information to address this should it arise again.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ever since I moved, cox has been so difficult to deal with. I have been mislead by cox in regards to my bill. I was made to think that I had pending charges due to non return equipment. I provided the serial and tracking number. I was told that the charges would be removed and next thing I know I'm being told that i am responsible. I'm getting the runaround about a bill, because there's a lack of training. I believe I should not be held responsible for a bill I was told was going to be dropped. I have attached some of the proofs.

  Business response

  11/09/2022

  Business Response /* (1000, 8, 2022/09/21) */ We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns. According to the customer's account history, the non-equipment charge of $122 was credited on 6/27/2022. This credit is reflected on the customer's Cox statement dated 7/16/2022. Currently, our records indicate that the customer is current with their $79.77 balance, which is due by October 8, 2022. The customer may contact our Sr. Customer Care Specialist at the telephone number provided to them (via voicemail) should they have any further questions regarding their complaint. Sincerely, Cox Executive Escalations Team

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 15 July 2022 I received an email stating my bill for Cox WiFi would be going up form about ****** a month to **** no change in service, just a price increase. I called to cancel my service, after about 15 minutes of an attempted up sale to a slower speed plan for less of a price increase, I finally got the representative to cancel my account. I asked when my account was paid until and the representative told me my account was paid until 6 August, I asked my account to be canceled 5 August. On August 5th I received another email from Cox stating I owed them nearly ******* I called customer service to ask why I was being billed, as I canceled my account before the time their representative told me my account was paid until. I was told their representative made a mistake about my account, that they were sorry, but I must pay the ****** or be sent to collections. I asked to speak to a manager and was told there was no manager for customer service, managers only schedule employee hours, but there was no one to speak with and it is impossible to make any corrections. I was told my only option was to pay the ****** or be sent to collections.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/07) */ We're sorry for the frustrating experience the customer had with us. Thank you for the opportunity to respond to their concerns. The remaining balance on the customer's account is the result of their internet discount ending as scheduled, as well as their service being canceled on 8/5/2022 instead of 7/14/2022which was when the customer was paid up until. Due to the misinformation the customer received about their final bill, we have zeroed out the balance due. Please allow up to 72 hours for this credit to reflect on the customer's account. For any further questions regarding this matter, the customer can contact our Customer Support team at X-XXX-XXX-XXXX. Thank you, Cox Executive Escalations Team Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the way Cox decided to resolve the problem once it was escalated, and the quickness of their response after I submitted my issue through the BBB. I especially appreciate BBB's involvement; without the BBB, I would have had zero recourse. The customer service representative that answered my initial call was completely unhelpful, and refused to allow me to speak with anyone else to solve this issue.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer for over 35 years...I renewed a contract about 3 years ago for app. ******* a month... App. a year ago I renewed for a year for ******** a month...Now they want app. **** per month...I just got off the phone with their Loyalty Dept and they said they could get it down to app. ******* The issue I have with them is on the last renewal they told me I had to update my internet speed from 300mb to 500mb to get the new deal...Since then I have nothing but trouble with the range of my internet wifi...My cox homelife has not worked since last October and my panaromic wifi is a joke...from my modem 62' away i can hardly pick it up...I acquired a pod recommened by cox to help with the distance of my wifi and it helped a little...they told me if I dropped these items my bill would go to over **** a month because I wouldn't qualify for the package deal...FINALLY I GOT A PERSON THAT TOLD ME THE 500MB MODEM WAS TO BE USED WITH FIBER OPTIC CABLE WHICH IS NOT AVAILABLE IN MY AREA!!!!SO WHY DID THEY SELL ME SOMETHING THAT IS NOT AVAILABLE TO ME..THAT IS WHAT UPSETS ME AND IS CAUSING MOST OF MY ISSUES... I AM ON A FIXED INCOME AND HAVE TO WATCH ALL EXPENSES CAREFULLY....THANK YOU

  Business response

  11/09/2022

  Business Response /* (1000, 10, 2022/09/20) */ We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns. Our Executive Escalations team member reviewed the customer's account and contacted them on September 15, 2022, to share the results of their review. Accordingly, the customer has agreed to a new price point of $193.68 for two years with a two-year service agreement. A Cox technician visited the customer's home on September 16, 2022, and determined their fireplace to be the source of their wireless connectivity issue (signal cannot pass through brick). According to the specialist with whom the customer spoke, the customer is satisfied with this resolution. The customer may contact our specialist by calling the phone number provided to them if they have any further questions regarding their complaint. Sincerely, Cox Executive Escalations team Consumer Response /* (2000, 12, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) A cox representive contacted me and explained to me that I had received false info from their tech support group. They also sent a tech to review my setup to see what the problem was. They still could not tell me why I ha d no trouble with the old modem but I was satisfied with the outcome..The rep. ****** was very helpful in fixing my issues and they(Cox) gave mea good deal to help with the pricing issues.Thanks so much for the help. ****** *******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/29/2022 I had a Cox tech come out to check my husbands tv since I could get no resolve from online. Mario installed a new Contour box, which did solve the problem and said our tv may need replacing. I was charged $100 Proconnect which I had previously had Complete Care $10 per month care. I called the Loyalty department and spoke with Kelly who told me I could get Contour streaming for $149.71 per month. I explained I didn't want to lose my local channels and told her exactly which channels we enjoyed watching. She reassured me I would not lose anything, but would also receive home security. I told her I was not tech savvy and would need assistance installing the new Contour and 92 year old customers had no problem. Of couse it didn't work for me. I called Cox after the installation failed and spoke with ********** who explained, I had lost my local channels and cable. I AM SO FRUSTRATED AND OVER COX!!! This morning I am headed to the local office to return said equipment and look for another source for local and cable tv. The problem for me is not knowing the difference in streaming and cable. I have not received a resolve from Cox yet. I had this same problem a few years ago as I went to the Cox store, ended up with a security system which Cox came and installed/uninstalled. The end price was not what I was originally quoted. PLEASE HELP!

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/09) */ We're sorry for the frustrating experience the customer had with us. Thank you for the opportunity to respond to their concerns. Based on Cox records, the customer was enrolled in our streaming service plan for $149.71 on 8/29/2022, which provides access to one's favorite apps. See ********************************************************** On 9/2/2022, the customer visited a Cox Solutions store to upgrade back to Cox's Contour Preferred Package due to the fact that the package did not include certain channels (which are only available in the Cox Contour package). In addition, the customer was placed on a new 24-month promotion (campaign end date: 9/21/2024) at a price point of $263.40, which represents a savings of $78.40 per month over the retail price of $341.80. With their ACP benefit, the customer can expect to pay approximately $233.40 on future bill statements. In regards to the $100 Proconnect fee that the customer was billed, we respectfully submit that Cox Complete Care (CCC) does not cover the installation or upgrading of Cox equipment. Please refer to ************************************************* for information on the services provided under CCC. Nevertheless, since the charge was part of their service visit on 8/29/2022, regarding internet connectivity issues, Cox will credit the $100 Proconnect fee following the customer's payment for their statement dated 8/23/2022. We appreciate the customer taking the time to voice their concern and apologize for any inconvenience this may have caused. In order to improve the customer experience, we have shared the customer's feedback with Customer Service Leadership. If the customer has further questions about their complaint, they may contact our Sr. Customer Care Specialist at the phone number provided to them (via voicemail). Sincerely, Cox Executive Escalations team

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cox has been impossible to work with. I moved out on 07/01/22. I reached out to the company on three separate occasions to ask if any equipment needed to be returned or if a technician would be out to receive it - as the equipment required a technician to place it (fiber/laser). I was told on all three occasions that no one would be out to retrieve equipment, and that I did not need to return, as it was now affiliated with the complex (new apt company). I moved out, and 3 weeks later receive a call stating that they need to be let into the complex to retrieve equipment. After explaining I no longer live there they were supposed to reach out to the company management. Several conversations go by, and they plan to do an evaluation of my account. I received a bill for $200 on 08/14/22 with a due date of 09/01/22. Yesterday, 08/24/22 I received an email that they forwarded my bill to collections. I have not been able to get in touch with this company, and they have unreasonably sent my bill to collections 8 days prior to the bill due date. The have removed any way to pay this online (as of today, 08/25/22). The inability to resolve this situation with this company due to their incompetent staff has created an incredibly stressful situation. I would absolutely not recommend using this company, as they will try to ruin your credit and bill you incorrect information their employees provide.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/08/30) */ We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns. A member of the Executive Escalations team reviewed the account history and was able to confirm the customer was given incorrect information regarding the return of Cox's equipment. Therefore, the equipment was removed from the account and the charge will be returned to the customer's credit card in 3-5 business days. Sincerely, Cox Communications Executive Escalations Team Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that Cox has responded and found the information I reported to be correct. However, it has been >5 business days since their response and I have not received said refund for this issue. The image included below shows the $200 payment, as well as previous payments completed while utilizing their service. However no refund is pending or has been received at this time (09/09/2022), 10 days after their response was submitted. Business Response /* (4000, 9, 2022/09/19) */ Thank you for the opportunity to respond to the customer's concerns. According to our records, the customer's refund was not processed until September 9, 2022. We apologize for the unexpected delay. If the customer has not yet received their refund, they may contact us through the email address provided to them. Thank you, Cox Executive Escalations team

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April ***** I received last minute active duty orders to transfer location out of state. When I informed Cox about it, they proceeded to ask me to retrieve the equipment and drop it off at their headquarters, despite having to report immediately. They originally stated when I set the service up that they would have a tech pick up the equipment, but reneged on that agreement and stated their reasoning being that covid prevented it, despite sending technicians to fix equipment all throughout covid, even having pre-recorded messages stating steps like wearing a mask indoors, remaining 6ft away, etc. Additionally, no one was in the apartment, which doesn't make sense. Despite this, they insisted on the course of action that I should ignore my orders, drive back and send them the equipment and now wish to charge for it.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/22) */ 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 and the records of the interactions the customer has had. The account reflects the equipment has been billed for the 2nd piece of equipment, the Panoramic WiFi modem. In regular circumstances, this equipment would be billed to you if unreturned to the retail office or if a technician did not come to pick up the equipment. After reviewing our records, we discovered the customer was not given the appropriate information. For that reason, we have removed the equipment, in which you should receive an email stating the equipment has been returned as proof that you are no longer responsible for the equipment, which would include removing the charge for the ******* equipment fee. Your account balance now reflects that you have a credit of ******** which will be forwarded over you to as a refund in the form of a check. We understand our customer is deployed, so if there is a good forwarding address the customer would like to provide, we will update our records to forward the check over to the customer. We would like to thank you for affording us the opportunity to correct this mistake. We would also like to thank the *** for affording us the opportunity to respond to our customer's complaint.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I had cox cable svcs. On my cox app I put in a order for a transfer. Months go by and I begin to get calls from a collection agency saying I owe cox an outstanding balance of ***** While I still have active service and paying them monthly for service. I call cox and was informed that an employee disconnected my service and reconnected it which resulted in a termination bill which I never terminated services. I have been calling for years trying to get this issue rectified. Because I never canceled service so I don't understand why I am paying a bill or why it is on my credit report. I have been told multiple times a supervisor would contact me never received a response. I have had active cox since 2017. And yesterday was denied service at my new address because of this bill. When in fact I had service in December 2021. I am not able to do my work and neither is my child because I have no other internet options in my area. I just would like this bill off my credit and off my cox account so I can get internet services for my family.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/12) */ Thank you for allowing Cox the opportunity to respond to the customer's concerns. Based on our review of the customer's account history, we have confirmed that the transfer of their service was not entered correctly in our system. As a result, the customer was billed an Early Termination Fee (ETF) of ******** We have credited the ETF in full as a result of this oversight. However, the remaining balance of ******* represents an unpaid balance for service rendered. Although valid, we have also credited the ******* to reflect a zero balance as a courtesy. For further information regarding this matter, please contact our Customer Support Team at XXX-XXX-XXXX. Sincerely, Cox Executive Escalations Team

• Initial Complaint

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have submitted a complaint concerning Cox Communication previously. They claimed the issue has been resolved. I have had MULTIPLE outages of both my cable tv and internet. The latest service call was completed on July 1, 2022. It was determined that there is interference being received into my "tap" and that the lines to my house are clear. I rely on their service to work from home because of a medical condition. I am a disabled veteran and my ability to physically go into my office is hampered by my condition. The continuous outages has cost me valuable time and the loss of wages/leave are becoming critical to my quality of life. Because this is not my first complaint, my next course of action is to contact the local media outlets to bring light to this situation.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/13) */ We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns. A technician from our company determined, on July 11, 2022, the customer's router was not working correctly. Upon replacing the router, the customer's service was working properly. We're glad to hear from the team member with whom the customer spoke that we've addressed the issue to their satisfaction. Sincerely, Cox Communications Executive Escalations team

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cox communication is my internet and cable tv provider. Recently (the past week) my cable and internet has been cutting out intermittenly. When I call it takes hours to get a representitive on the phone. When we did finally get through the rep couldnt help. We requested to speak to a supervisor but were put on hold for another hour and nobody picked up. Additionally, I recently added the MLB channel with the understanding that we would get all MLB games including the NY Mets. That has not been the case the past few weeks - many games are being blacked out. This is not what I signed on for. I want a representitive to call me and I want to discuss the said problems. I as a consumer and customer I should have the right to know why Im not getting the service I am entitled to. I also want monetary compensation for the sevice that wasnt provided. Lastly, I want to discuss my options to get rid of cable and get a refund for my MLB channel subscription. I have no recourse as their are no other cable or internet providers in my area. I am stuck and need BBB help. Thanks ***

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/07/12) */ We are sorry for this frustrating experience and appreciate the opportunity to address the customer's concerns. A technician from our company discovered and repaired a bad cable at the customer's home on July 8, 2022, and then verified that they had working Internet service. In response to the inconvenience, we have refunded one of the payments for Cox's MLB subscription in the amount of ******* This credit will reflect on their next statement. If the customer still has questions about their complaint, they can contact our Specialist at the phone number provided to them (via voicemail). Sincerely, Cox Communications Executive Escalations team Consumer Response /* (3000, 12, 2022/08/03) */ MLB channel and cable TV is out again !!! Internet hasnt been working. It took 26 min. to get in touch with customer service !!!! This company needs to do better- constant problems with the service. I want my bill adjusted (for MLB, cable, internet) and somthing for my time and inconveience. ** adjustment doesnt include anything for MLB. Shouldnt have to be going through this every month. Business Response /* (4000, 14, 2022/08/11) */ Thank you for the opportunity to respond to the customer's concerns. The customer is concerned that they have not been fully credited for the time they were without service. Although we strive to provide 99.9% reliability, there may be times when we may have to interrupt service for maintenance, repairs, upgrades, testing, or other administrative purposes, except when prohibited by law. See https://www.cox.com/aboutus/policies/customer-service-agreement.html. In addition, if a credit is given for a service-related issue, it is determined by the monthly recurring charge for the service that was affected, as well as the duration of the disruption. According to our records, the customer has received credits totaling ****** since 8/1/2022. Based on the customer's current monthly payment and their MLB subscription, we show that the customer was adequately compensated for the time period during which their service was interrupted. Should the customer have any further questions regarding this matter, they may contact our Customer Support team at 1-757-224-1111. Whenever necessary, front-line supervisors are available to assist. Sincerely, Cox Executive Escalations team

*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. ↩