Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 85 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/03/2025
Type: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.
In December 2024 I called Cox Communications to start new service, beginning December 31st, 2024. I declined their equipment because I have been using my own for the last 4 years with no issues with a previous servicer. I came to my new residence for the service and set up my equipment. All the lights on the modem and router came on as they should, but every time I tried to access any webpage I was automatically redirected to the Cox website to connect my equipment. I went through that process to get an error and to contact technical support, so I did through chat. I gave the agent all my modem information and they were able to connect to my modem and reboot it, which indicated to me that they have access to my equipment and it should be on their system. I told the agent that I was still getting the same problem and they told me to give it some type for it to catch up in the system.
I waited until the next day (1/1/25) and still had the same problem of automatically being redirected to the cox site to connect my equipment. I connected with chat support again to trouble shoot, this person was also able to reboot my system remotely. They rebooted my system multiple times but the issue still remained. I called Cox the following day, 1/2/25 and spoke with a person on the phone and ended up having no other option but to have a technician come out. They came out 1/3/25, was only in my house no longer than 5 minutes. Said everything looked like it should be working, couldn't understand why, re entered my modem information and suddenly everything worked. I feel I was being scammed to pay the $100 technician installation fee because I was using my own equipment. No one has been able to tell me exactly what the issue was, just that it was an error because of my outdated equipment, but the equipment has never failed or had any issues functioning as intended. I feel Cox purposely blocked my account, which would result in me having to need a technician and add additonal fees.
Business Response
Date: 02/04/2025
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: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:01/13/2025
Type: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.
I called Cox on October 14, 2024 to begin service for Internet, phone, television. In the course of requesting service, I was told that because I was getting three services I qualified for a free phone. All I owed was $62 in taxes and I would receive an iPhone 16. I paid the $62. After I received the phone. I found out that Cox had opened a loan in my name with Citizen Bank for $850 to pay for the phone. I called and was told all I have to do is make the first payment of $34. I told them it was a free phone. After several phone calls, I was told I was speaking to a supervisor who told me I did not owe any money. I then received a bill from ******** ****. I got another supervisor who told me all I had to do is make the first three payments. And that I would be paid back in two years the money I paid in. She said Cox was making the payments on the phone.I never got the same answer. I contacted consumer protection agency who advised me to contact the FCC. I filed a complaint with them. I received a phone call from ******* executive corporation to resolve my problem. He told me he would call me back. He did not. I called him back. No answer. This has been going on now all of November and December. I received a phone call from *****. She said she would call me back. She did not. I have received a bill from Citizen Bank saying I owe this money. I have not paid them any money and now my credit is being affected. The bank has turned me in for nonpayment. My exceptional credit of 839 is now down at 734. I believe that Cox has perpetrated a scam against me. I believe they think they can get by with it. I have been to Cox on ***** **** in Wichita Kansas to ask about my bill. And while there I saw posters up for free phones. The same offer. When I ask the personnel there, they said oh just ignore that bill. You got a free phone.The guy’s name was **. I want the bank loan to be taken away. I will keep the free phone. And I want Cox to cease and desist in fraudulent behavior.Business Response
Date: 02/05/2025
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: 02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:01/06/2025
Type: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.
I called Cox 1/4/25 to inquire about increasing our data service. After talking to a Retention Supervisor, ***** a was quoted 250mb unlimited service for $116/mo or 500mg unlimited service for $120/mo. I told him I wanted to discuss the issue with my husband. He told me to call back and anyone could help me. The next day the call center was closed due to the blizzard 1/5/25.
1/5/25 I used the Chat Cox feature. Prashant finally quoted me $104.41 for 500mg unlimited data. In the chat I told him I needed to speak with someone live before I made a decision.
This morning I called Cox. The IVR directed me to a supervisor in the retention department, ******. After much discussion she quoted 250mg unlimited $120/mo or 500mg $140/mo. I strongly complained about the higher rates. I went over the pricing I had been offered previously. She said it was up to Marketing on pricing. She indicated I should have taken the cheaper pricing when it was offered.
Our subdivision only has Cox or Cellular Internet. We have tried TMobile cellular Internet. It did not work at our location. Therefore we only have Cox as an Internet provider. I had to select one of the two plans offered today. I selected the 500mg plan, due to the large number of internet connections.
I strongly complained about Cox’s deceptive marketing plans. I feel this might even be bait and switch.Business Response
Date: 01/07/2025
We appreciate the opportunity to assist our valued customer. We
have contacted our customer and addressed her concern. We sincerely
apologize to our customer for any inconvenience. We also greatly appreciate her feedback. Thank you!Customer Answer
Date: 01/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:01/02/2025
Type: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.
THE PROBLEM IS THE STORE MANGERMENT HAS GAVE ME EQUIPMENT THAT THEY DIDNT SCAN THE EQUIPMENT OUT THE TECH HAD ME TAKE IT BACK TO STORE THEY KEEP TRYING TO OVER CHARGE ME 200 THEY BROKE PICTURES AT MY HOME AND THEY STILL HAVE NOT FINISH THE JOB IT STARTED OCT 31 TODAY JAN 2 I ABOUT TO FILE FOR MY ATTONERY TO TAKE THEM TO COURT BECAUSE THE HAD IT LIKE IT WAS A BUSINESS IT WAS REIDENTIAL SERVICE THEY MADE ALOT OF MISTAKES WHERE I TRY TO BE PATIENT BUT NOW WE ABOUT TO TAKE THEM TO COURT THEY DO NOT RECTIFY THE SERVICE IN A WEEK THEY WILL BE IN COURTBusiness Response
Date: 01/07/2025
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. At the time our specialist with the customer it was verified and confirmed the account was active at that time and equipment was online with a good signal. The customer inquired about moving modem to another location and was advised it could be completed but may also consist of a charge to relocate. The specialist went over billing and advised of the past due balance of $95.98 to keep service active. The customer understood and stated a payment will be made to the account to avoid service interruption. The customer then mentioned they needed to end call as they were in a public library and unable to speak further. The specialist has not heard back from the customer since.
It is always our goal to provide our customers
with exemplary customer service. As a customer service-oriented company, we
know that our success largely depends on our customers' perception of our
employees, as well as our company. Once again, we would like to apologize for
the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has
given to us to assist our customer.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:01/02/2025
Type: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.
In November, I was notified by Cox Communications through an email that my bill would be going up from $381.89 per month to $405.51 per month. On November 20, 2024 at 11 a.m., I called the Cox Communications number (************) and spoke with ****** about maintaining my exact same services but trying to avoid the nearly $24 monthly increase. ****** assured me that my services would remain the same and that he diminished my bill to $394.51 for the next two years, and he asked me to pay a prorated amount of $395.99 on that day, which I did. On December 20, 2024, I received a bill of $424.51. I called into Cox and spoke with ******** at 9:40 a.m. ******** said that she saw the billing error right away and that the $30 increase was due to ****** removing an internet promotion, increasing my internet costs from $90 to $120. ******** said that she didn't have access to the promotion code but would connect me to the retention office whom she said could easily apply the code. **** from the "retention office" told me that he could not recover the promotion code removed by ******. For the next two hours, **** repeatedly put me on hold to speak his boss and the tech department and then dropped my phone call at 11:42 a.m. I called back at 11:45 a.m. and this time got ******* who told me that I was wrong and that ****** was saving me money. When ******* finally looked at his company notes about my issue, he said that there was nothing he could do about the mistake except for maybe the "back office" could give me a call back within 48 hours or maybe they wouldn't. ******* said that he didn't have a boss to speak to, that he was the retention department, and that there was no way I could call the "back room." In short, when I called in to Cox, they increased what was already going to be a higher monthly bill ($405.51) by another almost $20 ($424.51). They made the mistake and then gave me the runaround. I now have a monthly bill that is $30 higher than promised.Business Response
Date: 01/10/2025
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 and provided a successful resolution.
Thank you for your time and consideration.
Executive Resolution Specialist
Cox Communications, Central RegionCustomer Answer
Date: 01/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:11/26/2024
Type: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 upgraded my soeed on October 06 2024 with Cox stealing $50 from my debit card as a downpayment for equipment that was never sent to me. I tried contacting them repeatedly to get it refunded only for them to confirm it was a downpayment for equipment I was never sent and refusing to refund it. Later even trying to gaslight me into letting them keep it as an upgrade fee. Later they fraudulently hit my account with a $30 fee as well as drained the remaining $51 from my account hoping to lie to me and pass it off as an a fake refund of the equipment fee to the bank trying to force me to input my routing and account number into a suspicious website to fulfill the fake refund. $131 total is missing from what I had previously paid they and I want my stolen funds returned to me. I am disabled with and have strokes when I am stressed out by people causing my blood pressure to raise. Even with me begging for them to please stop what they were doing to me mid stroke leaving me in a state unable to move and talk properly they persisted with their unacceptable behavior causing serious damage to my health. On the 22nd they promised to return $101 of my money and to credit back $20 of the $30 fee they should not have been taking only to refuse to do any of the above not even 2 days later. They attempted the same scam yet again where they wanted to steal from my accounts balance in order to pass it off as a refund for the equipment fee ultimately closing the ticket saying the request could not be processed because there is no balance to pull from.Business Response
Date: 12/04/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:11/17/2024
Type: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.
Cox sent their high line crew out to service a line on a pole that is on the dividing line between my neighbor and I. It is in a wooded area that has some wild bushes and small trees that serve more as a boundary line than anything. I have no problem that they had to cut and trim some of these bushes tree to work in there. But they cut all these bushes and trees at waist and height and then just left all the trimmings there. It’s more than a pickup load so I gave them a week to come back and pick it up. After a week I called the local office who transferred me to a call center and said someone would be out. After another week I called the local office again and they said they would send someone out. Someone did come but since no one was home they didn’t do anything and left. I called again and expressed my frustration and they said someone had to be there for a technician again. They never knocked on my door or my neighbors when they started all this so I have no idea why someone has to be there. A technician showed up in a van a couple days later and I showed him the area and told him the whole situation. He called his supervisor about it and said someone would be out the following Monday. They were questioning whether or not it was them because they didn’t carry chainsaws only hand saws. My fiance and neighbor both saw them back there working and only them. My neighbor even complained because no one told them they would be working in her backyard but just walked back there and started working. It has been another week and nothing has been done. No follow up phone call or explanation. I don’t even have Cox as a service and I still have to deal with their incompetency and laziness. Once again I have no problem that they trimmed what they needed to so that they can work. But the fact that they couldn’t pick up what they cut shows pure laziness. And now that I’ve had to make multiple phone calls and meet with them with no resolution is infuriating and asinine.Business Response
Date: 12/11/2024
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.Business Response
Date: 12/23/2024
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: 12/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:11/15/2024
Type: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 had Cox Mobile and Home Internet service from 3/7/24 to 4/27/24, during which time I had unacceptable service. I called to cancel my accounts, requested to port mobile numbers and returned my internet equipment on 4/27/24 to a Cox store. Cox incorrectly handled the port to **** and it took me over a month to get the issue resolved. It finally required to reinstate my mobile account briefly to port correctly, which they did while I was in the store with **** on the other line. I received email notice at the end of May that I had payments due for internet/mobile, I called Cox and they said it was an error and they would correct it. I then began receiving emails threatening to send me to collections at the end of July. I called Cox again and was assured it was an error and it was being resolved. I received an email at the end of August saying I owed $339.98 to Cox. I went to the Cox store since no one appeared to actually do anything when I had called on those multiple times. The Cox store was able to look into the issue and determined that when Cox had temporarily reopened my mobile account in May to correctly port out my numbers, the representative had reopened both my mobile and internet accounts for an unknown reason and then had failed to close them after the port was done that same day. So Cox had been billing me for those months for an internet account and services I did not have. The store was able to resolve the issue and take care of the bill. However, I just received notice that Cox Communications reported a derogatory remark to the credit bureaus as of 11/9/24. This is over 2 months after the store confirmed they had resolved Cox’s fraudulent billing for account/services I did not have and did not authorize. Contacting Cox is clearly worthless as they can’t correctly do anything and prefer to fraudulently bill and report someone to collections. I demand this be corrected immediately as it is negatively and falsely affecting my credit score.Customer Answer
Date: 11/18/2024
I spoke with two Cox Communications representatives this weekend, one at a local store and one by phone. Both confirmed I have had a zero balance since Cox corrected their false account error in September, and both reps said it appeared instead that there is a credit owed to me. Neither could resolve the collections issue and said to call Cox during weekday business hours. The number of times I have called Cox, and gotten wrong information, been incorrectly advised, and even had them fraudulently reopen and bill me for an internet account I did not have, makes me very unsure that anyone I speak with will actually fix anything.
I am in the process of purchasing a home and this significant hit to my credit score with the fraudulent derogatory remark and collections reporting is impacting my mortgage loan and will impact my closing date if this is not corrected immediately with all credit bureaus and reflected as good standing, removed, noted as Cox’s error, etc.
Business Response
Date: 11/20/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:10/28/2024
Type: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.
I have cancelled my internet services with cox back in march of 2024 via chat through their app. I was told services were cancelled. They have been taking money out of the bank account every month. Every time I call I get put on hold or mute and they never return. They refuse to cancel my service. I can provide account documentation. I am currently on a call with them and they will not help. They won’t even respond. I’ve been waiting 15 minutes for them to say somethingBusiness Response
Date: 10/29/2024
We want to thank ***** ******* for taking
the time to file her concern. In receipt of
this complaint, Cox spoke with *** *******, and we
believe she is satisfied with our efforts to resolve this
matter. We sincerely apologize for any inconvenience
caused. Thank you.
Cox CommunicationsCustomer Answer
Date: 10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/30/2024
Type: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 recently switched to Cox internet. I work from home and they advertise themselves as having the BEST NETWORK SPEED/RELIABILITY/PRICES in town. For the last month, there has been an outage or some type of issue where my internet has gone out nearly every single day.
I had a tech ***** come to my house, who said he forgot his laptop and would be back. He came back later that day telling me that the issue was “probably just an outage that Cox said resolved and it wasn’t” and that everything looked BRAND NEW STILL. He made us feel stupid for asking for a new modem saying he does things everyday he thinks are stupid or he doesn’t agree with but will give us a new modem if we want. I said if he’s confident the issues fixed I’m fine. He said if it happens again call my personal cell and I’ll come back ASAP. It happened the NEXT day. I called his cell, he didn’t answer, his VM was full, and I sent a text that was NEVER ACKNOWLEDGED. It happened again the NEXT DAY, I called him again, same thing. Called cox, who offered me $4 in credits but said they don’t compensate lost wages. I don’t expect them to. I expect them to be as advertised, and to not put my employment of 11 years at risk. I’ve had their reps literally tell me to use a hot spot on my phone if it happens again, which is through T Mobile totally unrelated to cox, and is not allowed at my employer due to not being a secured network. The customer service, as well as the actual product is absolutely unacceptable to a paying customer and something needs to be done about it ASAP. I understand outages happen, but every single solitary day is entirely different. In addition to that I still have not had a tech address a single thing at my house.Business Response
Date: 10/08/2024
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: 10/11/2024
Complaint: ********
I am rejecting this response because:
no one followed up with via email as asked. No one addressed the billing issues they are requiring I PAY FOR NO SERVICE. On top of that they added billing restrictions to my account AFTER the complaint was made.it is clear we will not agree on a resolution. Please discontinue your ad on television of having the fastest most reliable network in this area.
thank you to the BBB for assisting with at least getting the issue finally addressed, although I’m still being forced to pay for services I never received. When in fact Cox cost me and my partner several days of missed work and occurrences at our employer.
You can close this complaint as unresolved.
Sincerely,
****** *********Business Response
Date: 10/14/2024
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 were unable to provide an agreed upon resolution. We would like to thank Nicole for being a valued cox Customer.
It is always our goal to provide our customers with exemplary customer service. 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
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