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

  207 N Summit St Arkansas City, KS 67005-2259

  
• 

  Cox Communications

  2950 S 9th St Salina, KS 67401-7850

  
• 

  Cox Communications

  1109 College Dr Garden City, KS 67846-4762

  
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  Cox Communications

  2802 N Joplin St Pittsburg, KS 66762-2567

  

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:10/23/2023

  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 filed a complaint back in July. I thought I got that problem resolved. Then on October 20th my service was disconnected. I called and talked to an agent by the name of ****** who informed me that my service I was paying for for the last 4 months was at my old address and it was disconnected because I did not change my address. I informed agent that I indeed had changed my address and I have been paying my bill for months with no communication from Cox about changing my bill. He told me that they tried to contact me on that day October 20th. He then told me that my service was disconnected and I needed to sign up for a new account. I signed up for a new account he restarted my service told me he could connect me to the billing department and he never did he just hung up. 3 hours later I get a text saying that my bill is due in about 2 weeks. I tried contacting the billing department but the billing department was closed and will not be reopening until Monday. I just paid my bill on October 18th and I cannot afford to pay another $90 on November 3rd which is a little over two weeks from the first bill date. I need my billing date changed back to the 18th of every month. I also need to make sure all my information is correct for the third time, as I don't trust any of the agents now.

  

  Business Response

  Date: 10/25/2023

  Cox's Executive Escalations Team submits the following response to this complaint.
  

  
  We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
  

  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show the customer had the service on a seasonal hold, but a new resident moved in and requested service. As a result, due the account currently having active service they were able to provide proof of deed or lease therefore the service was disconnected. We were able to speak with the customer to advise of the process and moved the credit balance to her new account. A direct contact number was provided if further assistance is needed.  

  
  
  We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer’s complaint.
  

  
  
  Respectfully submitted,
  

  
  
  Cox Executive Escalations

• Initial Complaint

  Date:10/19/2023

  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 was contacted on 9/26/2023 through chat. Cox was told that I wanted the internet canceled on this date as I had already signed up with a different provider on this date 9/26/23. After going through their stuff, I was asked if I wanted to proceed. I said yes, the chat person said she would process the request and that the bill would only be 28 dollars or less for phone service as the internet was canceled. Fast forward to 10/18/2023 and a bill comes in the mail from cox for a little less then 90 dollars. Cox is contacted once again through chat and they say that no cancellation was on the account, only that internet had been downgraded. Please see transcript. I tell cox that I am not responsible for the new amount as I paid them 57.58 on Sept. 20-2023 this was internet through Oct. 10th even though I canceled it on 9/27/23. Cox should have prorated what I didn't use of the internet and my bill this month should of been for phone only and under 3o dollars instead the bill is for almost 90 as they say it was never canceled. The transcript is sent to the agent that I am chatting with on 10-18-2023 to show it was canceled according to Cox. The agent said he could not do anything as data had been used. How does data get used when I had new internet service as of 9/26/2023 and any thing Cox had connected to my home was disconnected by the new internet when they came to my home and hooked it up on 9/26/2023. The agent refused to help in any way and didn't make sure the internet was canceled so on their end they are still charging us for internet we are not using and we canceled on 9/26//2023. I should not be responsible for this charge and my internet service with them was canceled in Sept I can't control what employees do, who work for Cox, but they sure didn't listen to this customer and now they are saying I am responsible for the bill and as of right now I am still being charged for an internet I didn't sign up for.

  Customer Answer

  Date: 10/19/2023

  Customer Service was called today. 10/19/2023 specifically the billing department and a nice lady was able to cancel the internet portion as well as adjust the billing.  The account as far as I know is in order.  Nothing further is needed form Cox communications.

  

  Business Response

  Date: 10/25/2023

  We would like to thank the BBB for the
  opportunity to assist a valuable customer.  Please let me begin with an
  apology for any inconvenience our customer may have experienced. It is
  certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to
  address their concerns and have provided a successful resolution.
  
  It is always our goal to provide our customers
  with exemplary customer service. As a customer service oriented company, we
  know that our success largely depends on our customers' perception of our
  employees, as well as our company. Once again, we would like to apologize for
  the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has
  given to us to assist our customer. 
  
  Carl
  Executive Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  On June 1,2023 I called my local cox store to put my account on hold. They informed me I needed to talk to a loyalty agent and was given a number and told I could do a live chat. I entered a live chat with agent princess to put my cox account on hold. I only wanted a few weeks. I was told I had to do thirty days. I agreed on the thirty days, and my account hold would end July 3 2023. On June 10 I received a bill for service from June 2 to July 3. I entered a live chat again to find out why I got that bill. Agents Hareesh * told me my account was not on hold and they didn't know why it wasn't? I entered another chat with Louige *. He told me my account was not on hold and I could start a hold for 30 to 90 days. I asked why I was lied to about my account being on hold June 2. He didn't know. I asked him to put it on hold, but he couldn't do until July 3 he would have to do July 11. I agreed. We get disconnected and reconnected and he tells me my account can't be put on hold and that it was "odd" that he couldn't do it. Told me to contact cox tomorrow. He couldn't connect me to a supervisor. Called the 800 number and was given another 800 number. Meanwhile my cox service is not being used and hasn't been used since the end of May. But I am expected to pay the **$ bill by June 18 for June 2 through July 3.

  

  Business Response

  Date: 06/16/2023

  We want to thank Tywanna ****** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Tywanna ****** and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.

• Initial Complaint

  Date:06/09/2023

  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.

  In January of 2023, I switched my business phone service from Cox Business to my IT provider. Every month since February, Cox continues to bill me for the phone service I no longer have with their company. Every month, I have to call in an attempt to obtain a credit and have this corrected for future periods. Every month I am met with the same runaround from one department to the next telling me they cannot help me. I have spent hours trying to resolve this issue, yet every month when I receive my bill, I am still being billed for these phones. I have never seen a company handle a simple disconnection of service as poorly has Cox has handle this. These fees amount to approximately $*** in excess fees monthly.

  

  Business Response

  Date: 06/13/2023

  We would like to thank the BBB for the
  opportunity to assist a valuable customer.  Please let me begin with an
  apology for any inconvenience our customer may have experienced. It is
  certainly not our intention to cause any frustration. 
  
  We have 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. 
  
  Gabe ** 
  Executive Resolution Specialist
  Cox Communications* ********* ******

  Customer Answer

  Date: 06/13/2023

  
  
  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,
  
  
  
  Chad *****

• Initial Complaint

  Date:04/28/2023

  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.

  Completed my business contract for 36 months with Cox signed 9/24/19. Moved to new location 8/9/2022 and needed to sign paperwork for move of services. Made sure there were no monthly terms on new contract. New contract terms were listed as "coterminous" or month to month as it was explained to me on new contract. Sent in my 30 day termination and was told as was good. Received early termination fee of $****. Have talked with many different departments and spent hours on phone but no person can find contracts and I have still been sent to collections.

  

  Business Response

  Date: 04/28/2023

  We would like to thank the BBB for the
  opportunity to assist a valuable customer.  Please let me begin with an
  apology for any inconvenience our customer may have experienced. It is
  certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to
  address their concerns and have provided a successful resolution.
  
  It is always our goal to provide our customers
  with exemplary customer service. As a customer service oriented company, we
  know that our success largely depends on our customers' perception of our
  employees, as well as our company. Once again, we would like to apologize for
  the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has
  given to us to assist our customer. 
  
  Gabe **
  Executive Resolution Specialist
  Cox Communications, Northeast Region

• Initial Complaint

  Date:04/20/2023

  Type:Product 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.

  I purchased a pod from the Cox store on *********.
  The service rep put the charge on my Cox account rather than having me pay for it outright. The pod didn't give me the coverage I expected. I tried to return it today and the store service rep refused to accept it saying returns must be made within 14 days and pointed to a sign in their lobby. The sign was not there the day I purchased the pod. In fact, I took a screen shot of their website today which say s purchases made must be returned to the store within 30 days. It's been 16 days

  Customer Answer

  Date: 04/20/2023

  Cox reached out to me and settled the complaint. They refunded my money and said the Pod was not part of the 14 day return policy but should have been accepted under the 30-day return policy. Thanks for your help! 

  

  Business Response

  Date: 04/20/2023

  We want to thank Elaine ****** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Ms. ****** and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications
  
  

  Customer Answer

  Date: 04/20/2023

  
  
  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,
  
  
  
  Elaine ******

• Initial Complaint

  Date:04/10/2023

  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.

  We needed to shut down our internet service with Cox as we were moving out of state. We attempted to contact them by phone which resulted in sitting on hold for 30 minutes and never getting through to a customer service person. So we next tried the "chat" method and were able to converse with an agent. We explained the situation and seemed to be having success until I told the agent that the account was in my wife's name but that I was her husband acting on her behalf and that it was my credit card account that paid the monthly bill in my name. At that point, the agent stated that he could not help me and that he would need to speak with her via chat or on the phone even though I had answered all the security questions correctly for account verification. I pointed out that if I had not been upright and honest, there would have been no way to know that he wasn't talking to my wife herself via the chat.
  With that attempt failing, my wife made contact via chat to confirm the account to be closed as we were moving and asked why Cox refused to help us even though the account security had been verified. She was given an apology from the now second person we were conversing with. The agent acknowledged that we wanted the account to be closed and that we were moving out of state to a new address not served by Cox. It was noted that during the chat exchanges, the response time from the agent was getting longer and longer with each subsequent response. With an elapsed time of 30 minutes at this point it became clear that it was an attempt to frustrate us to give up and go away. However fortunately for us, the agent had confirmed the shutdown order and we had a written transcript of the chat emailed to us. Cox continues to hound us with billing demands and refuses to close the account even though we have had no service sine the 20th of February. How grateful we are that we did not authorize "autopay".

  

  Business Response

  Date: 04/12/2023

  We would like to thank the BBB for the opportunity to assist a
  valuable customer.  Please let me begin with an apology for any
  inconvenience our customer may have experienced. It is certainly not our
  intention to cause any frustration. 
  
  We have reached out to our customer to
  address their concerns, however, 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.

  Although we were unable to connect, we have researched the name provided within the complaint and could not locate an account with an outstanding balance. 

  
  Thank you for your time and consideration.

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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 paid my pending balance with Cox, $******, on March 29th with two separate accounts. After a period of 7 days, I received an email from Cox stating that my bill hadn't been paid and that I still owed the full amount of $******. I spoke to multiple representatives regarding the billing issue and while two of them claimed that the problem would be fixed; it never was. Furthermore, after trying to cancel my service, the "customer loyalty retention" representative informed me that I'd have to pay the full bill of ****** immediately upon canceling my service. The bill that I had already paid a week prior. This conduct by Cox is beyond ridiculous and I can't believe that such a large company would have such a massive oversight.
  
  I've opened a dispute with my bank regarding the stolen money and I'll be awaiting a reply from Cox. I wanted to reach a resolution without needing to resort to disputing the payments, but Cox didn't want to play ball.

  

  Business Response

  Date: 04/10/2023

  We appreciate the opportunity to assist our customer. We
  have contacted our customer and addressed their concern. We sincerely
  apologize to our customer for any inconvenience.  Thank you!

• Initial Complaint

  Date:03/09/2023

  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.

  Broadview Homes LLC owns new rental homes that are not to have cable attached along the outside. I have told installers and the local store but they continue to do it. The cable needs to drop straight down and be buried.

  

  Business Response

  Date: 03/15/2023

  We want to thank Broadview Homes property manager for taking the time to file her concern.  In receipt of this complaint, Cox spoke with Cindy and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you. 

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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 has run an Internet line through back yard for a neighbor's internet about 5 months ago. My neighbor and myself have repeatedly tried to contact COX to bury the line with no success. The first time I called COX, my girlfriend was an existing customer, and they were more than willing to set up an appointment to come take care of the situation. They informed us they would call before coming to the residence, which never happened. We received a text message saying we missed our appointment. We should not have to make an appointment to get a line buried that was not for us. We have not received a follow up for another date. I called again about the line which would be two months after the first call and was given excuses about waiting for a permit to bury the line. Then I was told I could not get an appointment due to no longer being a COX customer. I was told I would need to talk to my neighbor who has called repeatedly to get the ball rolling. COX has not once tried to contact us to get this situation resolved. I would think after five months of a line they ran through several people's yards would be plenty of time to receive a permit to bury it. I recently got *** a few weeks ago and they have buried their line which is ran the same direction of the line in question.

  

  Business Response

  Date: 03/13/2023

  We want to thank Jason ****** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Jason ****** and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.