Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  2240 N Rock Rd STE 101 Wichita, KS 67226-2300

  
• 

  Cox Communications

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
• 

  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  
• 

  Cox Communications

  900 Hayes Dr STE B Manhattan, KS 66502-4394

  
• 

  Cox Communications

  2556 N Maize Ct Ste 102 Wichita, KS 67205-7352

  

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:07/15/2025

  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.

  After having poor reliability internet service and AT&T installing optical we decided to cut the cord. My wife returned all equipment to the * **** ** office and the service was friendly. The office verified that we returned all necessary equipment to the satisfaction of COX. We asked them there on the spot what was needed to close out the account in good standing and they ran the numbers and issued a very small refund. That was supposed to be the end of our business relationship, but COX billed us for new things subsequently. My wife brought this up with the office twice and it was not resolved in either case. They sent this over to a debt collection agency and are basically defrauding the collection agency by selling a debt that is not valid, and trying to shake down a customer of 20 years. Shenanigans!

  

  Business Response

  Date: 07/16/2025

  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. 
  
  Jennifer D.
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:06/26/2025

  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.

  Due to rising cost I requested my account be canceled. I spoke to multiple agents who refused to cancel my service, transfer me to the cancelation department, or send me a return box. Not only did they also refuse to transfer me to a supervisor or otherwise the agents hung up on me, and one placed their phone on mute for more than 30 minutes and refused to talk or do anything. This is by far the worst customer service I've experienced. After being a customer for 5+ years it's absolutely ridiculous. I would like my account to be canceled and those agents calls be pulled and the agents given additional training.

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention.

  
  Upon reviewing the account, we found that the customer contacted us on June 9, 2025, expressing frustration and requesting to disconnect the account. However, our records indicate that the account had already entered a Non-Pay disconnect status as of June 5, 2025.

  
  When an account is in Non-Pay status, our agents are unable to make changes, including processing disconnection requests. This is why the customer was advised to make a payment at the time of the call. However, since the disconnection process had already been initiated, no payment was ultimately required.

  
  The disconnection was completed on June 26, 2025, and per our standard process, the account was backdated to reflect the original Non-Pay disconnect date of June 5, 2025. This means the account was officially closed four days prior to the customer's request on June 9, 2025.

  
  Therefore, no further action is required at this time.

  
  We hope this clarifies the situation.
  Sincerely,

  Cox Executive Escalations Team 

• Initial Complaint

  Date:06/10/2025

  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.

  Cox is literally the only internet provider for this corner of the city. Which I guess makes them feel like they do not need to provide good customer service or something. Primary complaint involves their internet service, a 160 dollar price tag for their highest speeds, which several days in a month just flat out refuses to function. And on the other days, the download speed bottoms out so much, we can't even perform basic internet functions, such as watching a YouTube video, without waiting for the video to fully load after an hour. For a 5-minute video! You would think that after paying for their service since August 2024, that this would get better. Nope, in fact it has declined all year! All attempts to get assistance with this matter were met with generic self-fix answers that solved nothing, or non-commital "We will look into it." Of course, no reply, and no fix. Don't get me wrong. Some days, our network speeds feel like what we paid. But there are more bad internet days than there are good. I just wish they were more communicative and willing to help people!

  

  Business Response

  Date: 06/20/2025

  We would like to thank the Better Business Bureau for the opportunity to assist one of our valued customers. Please allow me to begin by offering our sincere apologies for any inconvenience the customer may have experienced. It is never our intention to cause frustration or dissatisfaction.

  
  Upon reviewing the account in question, our records indicate that no technician has been dispatched to this location in over a year. Additionally, we have only one recent customer service interaction on file within the past month, prior to September 2024. If the customer is currently experiencing service issues, we would be happy to assist. We encourage them to contact our Customer Care team at **************, where we will be glad to address their concerns and work toward a successful resolution.

   

  
  Please note that the individual named in this complaint is not listed as an authorized user on the account. For detailed assistance, we kindly request that the account holder contact us directly.
  Thank you for your time and consideration.

  
  Sincerely,
  Executive Resolution Specialist
  Cox Communications, Central Region
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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.

  On 1-10-2025 I went to Cox in Derby to get a new landline put in for my folks (I'm their POA). They insisted I give my SS# or pay 50. deposit. I paid the deposit. As we continued to place the order they insisted they had to have my SS# or couldn't place the order. I gave them the SS# and asked for the 50. back. They had "run" the check through the machine and given me back the check, money already out of my account. They said it would take some days for the money to be replaced into my account. Before they came to install, my folks decided to stay with current phone so I canceled the order. I've an email 1-13-2025 confirming cancelation and 1-16-2025 saying they were working on the refund headed by "EPM Customer ****** ******* ****************. I went into store on 1-27-2025 they said I'd be contacted within 48 hours, didn't happen. Also went to store on 2-11-2025 with them saying a mistake was made and they needed to file another form and I'd get money in 6-8 weeks, didn't happen. I get a bill notice email each month saying I owe negative 50. as in we both know they still have my money. ***** ********* 

  

  Business Response

  Date: 04/30/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer. Please allow me to 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. As of April 29, 2025, a refund has been sent to the customer, pending their approval. At this time, we have provided a successful resolution.

  
  Thank you for your time and consideration.

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

  Customer Answer

  Date: 05/01/2025

  On 4-29-2025 Cox emailed a refund form/download that needed to be used within 24hrs.  I was out of town and not able to meet the deadline.  4-30-2025 I called and lady said she'd send another one.  After over an hour (never have got it) I called back.  Man said he's filling out a form to send to somebody and they'd contact me within 72hrs. So yes, the refund has been offered but not received, yet.

  Thanks!  5-1-2025  R* *******

  

  Business Response

  Date: 05/02/2025

  We would like to extend our sincere gratitude to the BBB for providing us the opportunity to address this rebuttal.

  
  We consider this matter resolved. Our Executive Resolution Specialist contacted the customer twice to ensure he followed the process to receive his refund. At no point was it disclosed that he would be unable to complete the request. As of yesterday, May 1, 2025, our records indicate that the refund has been sent electronically. The customer should allow three business days for processing.

   

  T*****  
  
  *** 
  
  ********* ********** ****

  Customer Answer

  Date: 05/13/2025

  The $50. refund / return from Cox is in our account as of 5-13-25.  Thank you, BBB very much for your help in getting this taken care of, you've been a real blessing!

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

• Initial Complaint

  Date:04/09/2025

  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.

  No **** service for the 5th time in5 weeks

  

  Business Response

  Date: 04/11/2025

  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. 

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. I have returned calls and no one has answered or called back after leaving a voucemail.

  *** **** ********* Although you should already have all of my account info because you always ask for the phone number associated with the account to pull it up when called. I don't know what else you would need. I have responded to emails as well.

  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 04/21/2025

  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. Our Field Operations team continues to diligently to work in this area even as this complaints closes.
  
  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. 

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes, a new modem has installed but the problem still persists. Until the main with the issue is fixed correctly, I will continue to call the area supervisor when it continually goes down for hours, as he is the one who stated there is an ongoing problem in this area that they have been well aware of for many months.
  
  A credit doesnt seem to be too much to ask but apparently is hard to receive one from this particular business.

  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:03/25/2025

  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 have been paying for cox internet at my current address for 2.5 years. Until today I have paid $105 every month for 500 mb internet speed. I have done internet speed tests and measured my download speeds and I have never exceeded a fifth of the internet speed that COX claims they provide me. At times I don't even receive 1/100th of the speed when downloading games or media. I feel as though this company has been ripping me off and providing me with substandard internet for what they promise. I have just changed my service to the 100mb/s for $50 a month and feel as though that is the fair price for the service I have been paying for the entire time. I believe I should be compensated for the

  

  Business Response

  Date: 03/31/2025

  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.
  
  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

  Date:03/20/2025

  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.

  COX will not provide a reasonable way to return equipment to avoid being charged an additional $240.00.
  I recently terminated service with COX and wish to return the equipment before the deadline of 31 March 2025.
  COX asserts that I must drive out of town to drop of the equipment at the nearest COX store or nearest UPS store.
  There are no local COX stores to return the equipment. There are no local UPS stores to ship the equipment without a label already attached. COX changed their policy after I setup this account. It was my understanding by previous experience returning COX equipment that the process would be seamless and incur me no additional charge or hardship. It was never established that it would be my responsibility to travel outside of my local area or to pay for shipping to avoid being charged for equipment.
  COX refuses to provide a shipping label by email, mail, or any other means to return the equipment.
  COX account number: ****************** Equipment SN: ****************** Request local return or shipping resolution.

  

  Business Response

  Date: 03/31/2025

  Dear BBB,

  
  We appreciate the opportunity to assist a valued customer. Please accept our sincere apologies for any inconvenience experienced. It is never our intention to cause frustration.

  
  Our records indicate that this matter has been resolved. As of March 26, 2025, the equipment mentioned in the complaint was successfully returned.
  Thank you for your time and consideration.
  Sincerely,

  
  **** 
  Executive Resolution Specialist
  Cox Communications, Central Region

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The equipment was successfully returned without reasonable assistance from COX. 

  Please reevaluate your current return policy as it adversely affects many patrons. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/19/2025

  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.

  I opened an account with them 1 month before my son was coming home on June 12, 2024. I opened a phone for my son and a phone for myself and internet service with them also. My son came home June 12, my son is in a wheelchair and so it is very important to me to have him access to call me if I am not at home should there be an emergency. From the very beginning he was unable to call my phone from his, I called and tried to get this corrected several times with no resolving the problem at all. I finally told them if they could not fix the problem I would have to switch services, the service had only been on for a month. After getting no results what so ever I finally switched to ******* on July 10. 2024. I called them to cancel my services and was told that a cyber breach in security had occured and they would not turn it off, but that they would note it onto my account and turn it off as soon as possible, well they never turned it off, I kept calling them to turn it off and got switched from one section of Cox to another section and they never turned it off as I requested. To remain ib good standings with them I paid the extra month after it was to be turned off should I want to go back to them ever again. All the while I kept calling telling them to turn off my services, I took and returned their equipment to their store on ********* on July 11 a Tues the day after my service with ******* started. . Now I have talked to them probably at least 50 times since the first time to get this turned off and all they do is keep switching me from one dept to another. I did not use their services since I had ******* turned on because their phone service was the worst I have ever had to deal with, yet they refused to turn it off when I asked them to. I know they have some way of looking on their records to see that was not using them and now I refuse to pay them for something I never used.

  

  Business Response

  Date: 03/21/2025

  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 Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:03/17/2025

  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.

  On February 13, 2025, I ported the 2 phone lines I had with Cox to a different provider. I tried using my phone while was at work only to find out it had been cut off! I called Cox at3:15 p.m. and spoke to a supervisor and explained the problem to them. The Supervisor apologized and told me that should not have happened unless I requested for them to cut off the phones and I did not do so. She then stated thy would send me out 2 new sims cards, because the port would take 48 to 72 hours before it was complete. I asked her would this require for me to start new service with them, and she stated yes it would, and I declined to do so. My mobile and internet bill was paid throughout the rest of February, and my mobile bill was not due until the 21st of February. I was told they would apply a credit for the inconvenience, and she apologized again. On February 17, 2025, I woke up and looked into the Cox app to see if the credit had been applied only to see that I now had a bill in the amount of $84.18 that was due on February 21, 2025. I called cox at 10:28 a.m. and spoke to a representative and they told me that I do not have a final bill due to them and that was an error with the app. On March 5, 2025, I received an email from Cox stating I had an outstanding balance of $84.18, so I contacted Cox again and spoke to *****, at 10:58 a.m., who is another Supervisor with Cox. I explained the situation to him stemming all the way back to February 13, 2025, with Cox disconnecting both lines. He apologized and looked into the matter and said that he sees that they noted in the account about applying a credit and that they owed me a refund of $11. and some change and that he sees that there is a zero balance for both the internet bill and the mobile phone bill with them. I asked him why I would receive the email stating that I owe a balance, and he stated that it was an error. He said that he does not see an email they sent me on his end. I told him that I hope th

  

  Business Response

  Date: 03/19/2025

  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. 

  Customer Answer

  Date: 03/19/2025

  The problem was resolved!  Thank you so much for your help!

• Initial Complaint

  Date:02/15/2025

  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 signed up for cox internet when the government had the internet benefits available to people who qualified. Initially my bill was $68 the benefit covered $30 and I was responsible for the rest. From March 9th 2023 until October 6th 2023 $38.23 was electronically withdrawn from my bank account. November 6th 2023 through January 8th 2024 $38.10 was withdrawn on a monthly basis. From February 6th through May 7th 2024 $38.20 was withdrawn every month.. Then June 6th 2024 $54.20 was withdrawn. On July 8th 2024 they withdrew $68.20. In August 2024 on the 6th they withdrew $68.23 and that same amount onI September 6th 2024. On October 7th 2024 they took $66.37, then I November on the 6th they withdrew $98.r3! Never once did i change my plan or ask for an up grad and my bill was paid on time every month. I knew it would go up when the program ended but they did not have my approval to change my bill or raise my monthly payment. I did not sign anything saying to. I canceled my service and went to another provider. They kept charging me and now won't give me a prepaid label to send equipment back when we don't have a cox store or ups store to drop it off at. Now they are charging me for equipment! I've tried numerous times to send it back I've called I've chatted i can't do anything mote on my end and they continue to try and suck money out of me I dint have. I'm on ssi and can't pay to send that equipment back.

  

  Business Response

  Date: 03/18/2025

  To the BBB,

  
  We would like to express our gratitude for the opportunity to assist a valued customer. First and foremost, we apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.

  
  Upon researching the customer's request, we determined that notice was sent out when the ACP plan was ending. This notice was communicated via bill notifications and emails when discounts expire. This same process is followed for internal discounts added by Cox, ensuring that rate change notices are sent out accordingly.

  
  Regarding the equipment, it is the customer's responsibility to ensure its return as outlined in the service agreement. We offer two methods for returning equipment: to the store or via UPS. Please ensure the equipment is returned to avoid additional fees for non-returned items. If the equipment is returned, the fees will be reversed.

  
  Thank you for your time and consideration.

  
  Executive Resolution Specialist
  Cox Communications, Central Region

  
  

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is not accurate they did not notify me when they changed my plan from $68.23 to $98.43 in Nov. 2024. As soon as I learned they withdrew that amount I contacted them immediately. I have requested several times that they show me documentation that shows I chose to upgrade my service to the higher amount. They did not and have not every time I've requested it. I canceled my service in November the same time I was contacting them about the withdraw of the unauthorized debit of $98.43. I stated i was going to another provider and I did not want their service any more. I went to a different provider and signed up for their service but cox kept billing me even though I told them to cancel. I called them in February I believe it was and one employee got very rude with me and hung up on me! I called back again and asked for a supervisor i demanded a supervisor but the person said he would help me and refused to give me a supervisor. He was very polite and I thought it was resolved that day but I was wrong. He said there was evidence that I canceled my service back in Nov. And he was putting in for a service ticket to have it looked at and dismissed. I then asked how I was suppose to get the router back to them he replied no rush whenever it's convenient just take it to ups and drop it off. I asked him about a prepaid shipping label he said I didn't need one I thought we wee finally resolved. I take the equipment to our only ups place at our hardware store and they tell me no I have to have a shipping label. I go back and contact cox AGAIN  through chat portal and explain all this yet again and they tell me no ups has a thing with cox just take it back there and drop it off so I try again and again I'm told no it has to be a ups store not a pick up place for ups. I go back to chat again and I explain yet again our ups is not a ups store we don't have a cox store and we don't have a ups store and the nearest ones are an hr away I have no way to get there and I have no money to send the equipment back myself I need a prepaid shipping label again they tell me no. I've tried to send C.O.D.but again I would have to pay first then get reimbursed I don't have the money to pay the shipping I don't even have money for groceries so I don't know what else I can do! I've contacted them so many times trying to send it back but they refuse the prepaid label and I can't do it out of an empty pocket of mine so what am I suppose to do? My car has been damaged by a stalker so I cannot drive to any store an hr away I can't do it. Now they have sent me to a collection agency which is crazy I paid my bill for 2 years on time and faithfully I think I had one time a late fee in the beginning as it was a mix up on my error and I paid an astronomical amount for that error but it didn't happen again and they have caused me so much anguish when it's all their fault not mine! I wish I had saved all the chats but I did not but I know they still have them because the guy who I talked to when I called for a supervisor read through them all and said he seen wher I canceled the service and they kept charging me. I've tried and tried and I don't understand why they took a month to respond and I'm allowed 10 days or it gets dismissed I just have so much I'm dealing with I am grateful I seen the notice when I did. Thank you I don't know what else I can add except I would still like to see any documentation I signed or agreed to for the service they charged me $98.43 because ther are none!
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 04/01/2025

  We thank the BBB for allowing us to respond to this rebuttal. Our position remains unchanged in this matter, and we believe the best course of action has been provided. After further research, we were able to confirm that we informed the customer of the billing changes multiple times, with final notices sent to the email address on file provided by the customer. Our records indicate that on November 3, 2024, at 10:21 AM, we sent an email to the customer explaining the changes to the discounts.

  
  As mentioned previously, it is the customer's responsibility to ensure the return of the items. We provide two options for returns via Cox and UPS. If the customer is struggling to locate a store, they can find The UPS Store locations online at www.theupsstore.com/locations or by calling **************, option 2. or visit *********** to visit a local store.