Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 140 total complaints in the last 3 years.
- 41 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:08/05/2024
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.
On 7/18/24 I bought phone service & 2 phones from this store.Found that their service won't work at my apt address-works for a minute then drops the call.Had to switch back to ********** but only the Galaxy S24 works with them.So took the TPL flip phone back for refund on 7/25 & returned with power cord & wall plugin.I no longer had the box it came in as garbage already came & I had no reason to believe I would need it - who keeps boxes,especially on a simple flip phone?So this store after all this caused by THEIR service not working for me refuse to issue a refund due to no box. ******* will refund without packaging if you have a receipt for crying out loud. I have the receipt for $78.40 which is in their records anyway. I think this is unacceptable & unreasonable.
Business Response
Date: 08/05/2024
We would first like to thank our customer for sharing her positive experience.
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 reviewed the account and provided a refund for the phone purchase in the amount of $78.40, as a means of resolve. We have also adjusted the month of the mobile service in the amount of $20.02. Please be sure to contact our customer service directly to ensure the account is fully cancelled and no longer being billed.
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:07/10/2024
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.
Previously used their service. Switched to Quantum fiber in January 2023 because it was half the price and 5 times faster. Called Cox to cancel service. In February got a new bill showing service was still on. Called again to cancel, they didn't, shut service off in March for non payment. Sent a bill for 341.00 to collections. Just recently called to straighten this out. Spoke with 3 different people. First was female who said I never called in January to cancel but showed that they received a call in February, but they still left service on until March. She was trying to adjust the amount owed but said accounts receivable had to do it. The person a male that I spoke with there said they won't adjust it and wanted to take payment for it even though it went to a collection agency. The last person I spoke with there was a language barrier and told me to call customer service which I had already done and they won't do anything. I had a balance due in January of around 120.00 owed which I told them I was willing to pay but I wasn't willing to pay for them leaving my service on until March. I explained that I am aware that if I didn't call when I switched to cancel I would still be charged which is why I called. They still claim that I didn't. The first person showed another call in February while the next person didn't. I know that it went to collection but I also know that they could update the collection agency with the right amount owed also but they won't. While the first female tried to be helpful the male in accounts receivable was rude and didn't care to help at all. I am willing to pay what I owe but I am not paying for service that was let go when I called to cancel it. I also know that trying to reason with the collection agency about this will go nowhere because cox is the original creditor. All I want is the right amount updated so I can take care of this to get the collections off my credit report.Business Response
Date: 07/15/2024
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. We located documented evidence where the customer requested the cancellation on 2/3/23, but continued billing until 3/11/23. We have waived the full balance on the account, and this will update with the credit bureau within 30-60 days.
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: 07/16/2024
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:07/09/2024
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 have been without internet service since 6/25/24 due to recent storms causing power outages. I contacted the business multiple times to resolve issue. They sent a new modem but that still didn’t resolve the issue. They stated they would have to send out a technician. They scheduled for Tuesday 7/9 between 3-5 as an add on and said they will have the tech come to me last as I don’t get off work until 4:30. I received a call stating my appointment is 7/10 which I wouldn’t be available as I work later on Wednesdays. I wanted to cancel my service due spotty prior to incident and lack of service for 2 weeks and poor customer service but they said I would have to pay a cancellation feeCustomer Answer
Date: 07/10/2024
I reached out multiple times and was left unanswered. I spoke to the team which was to escalate my concerns of a tech coming that day and they took my number and said they would look into times and call me back. No one ever called back. I tried to cancel service but there’s a cancellation fee if I cancel which I want waived due to the unprofessional service that I received over the last 2 weeks.Business Response
Date: 07/15/2024
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.
******** **
********* ********** **********
*** *************** ******* ******Initial Complaint
Date:06/29/2024
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.
In six months of using Cox I have experienced more outages than in 10 years with any other company. The outages are unexplained and always disrupt my work or leisure. Omaha NEBusiness Response
Date: 07/09/2024
We want to thank ******* ****** for taking
the time to file his concern. In receipt of
this complaint, Cox spoke with Mr. ****** initially on July 1, 2024 to address their concerns. Cox addressed network issues in this area on July 9, 2024. Cox attempted to follow up with Mr. ****** on July 9, 2024 but did not reach him. We sincerely apologize for any
inconvenience caused. Thank you.
Cox CommunicationsInitial Complaint
Date:06/25/2024
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 have been given different billing information on numerous occasions from COX Communications staff on different occasions putting me in a position I have paid COX Communications well over the amount I was supposed to. Approximately 2 weeks ago numerous COX Communications staff told me I had over $230 in credit due to my overpayments, yet 2 weeks later they COX Communications staff are giving me different amounts of money they are alleging is due and today I had a COX Communications supervisor insolently hang up the phone on me. This is preposterous and unacceptable. COX Communications are accustomed to dealing with undereducated and sometimes unemployed customers, unlike myself who is an honorary college graduate and a taxpayer who works for an academic institution full-time and they are trying to take advantage of me as they take advantage of people less fortunate than me that are unable to recognize when they are being victims of violations of Federal and State criminal and civil laws or are unaware of their rights as American citizens or **** holders to make grievances against businesses that commit illegal or fraudulent acts in their services and I need the assistance of BBB to bring an end to this for not just me but all American citizens and legal customers in a whole.Business Response
Date: 06/26/2024
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 reviewed our customer's account and per Cox records, on 6/6/24, a payment was made in the amount of $279.97 for the past due and current balance. This left the account at a zero balance. Additionally, on 6/12/24, an additional payment was made for $280.00 on the account, which caused the credit balance of $280.
When communicating via customer service with the customer, the changes to the credit balance of $280 changed when the payment's banking information attached was returned to us on 6/18/24, stating this payment had been rejected by the financial institution. The customer's new bill printed on 6/17/24 in the midst of this process and a charge for unreturned equipment was received. We received the equipment on 6/22/24 and reversed the charge.
Once the payment was reversed, and the equipment charges were returned, along with the new charges for the monthly services, the final balance due is $86. **, which is the customer's Monthly rate. This bill is due on 7/2/24. Due to these changes happening after the billing statement printed, these changes will reflect on the next statement received on 7/17/24. These changes can be seen online at www.cox.com under recent transactions with an updated balance.
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: 06/26/2024
This still doesn't explain how I'm due money for my mobile service when the $279 payment covered both internet and mobile.Business Response
Date: 07/01/2024
Thank you for bringing this matter to our attention. We acknowledge the customer's rejection of this complaint. Regarding the customer's account, a credit balance would have only occurred if both payments had processed successfully, exceeding the actual balance due. However, due to the rejection of one payment, the account balance was adjusted accordingly, and there are no credits due at this time. Our position remains unchanged.Initial Complaint
Date:06/19/2024
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.
Cox internet went out yesterday June 18th and, after several hours without service, they told our leasing agent they had no idea why just our area of Omaha was out. They stated that the earliest a tech could come check was today, June 19th, at 3:30 pm.
They then told her, despite the provision of the door code, that they couldn't enter the building. We both work from home, making their service vital to our income, and have been watching out our front window for them to arrive. No one from Cox drove past nor attempted to knock or enter the building. I don't appreciate being lied to for whatever reason the company or employee has. We've now been without service for well over 24 hours and they claim they now can't be here until 1 pm on June 20th -- if they actually show up.Business Response
Date: 06/24/2024
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.Initial Complaint
Date:06/12/2024
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 am filing a complaint regarding a billing discrepancy and misleading information I received from Cox Communications. On June 12th, I visited the Cox at 7640 Towne Center Pkwy Suite 101, Papillion, NE 68046, to upgrade my internet plan to include unlimited data. I was informed by the representative that the additional cost for this upgrade would be $30 per month, bringing my total monthly bill to $116. I asked if I needed to sign or get a confirmation, but she said it would be sent.
After returning home and receiving the details within 2 hours, I reviewed my bill and discovered that the increase was actually $50 per month, resulting in a total bill of $136. I contacted Cox customer service immediately to resolve this discrepancy, but despite multiple attempts, I was unable to get the matter resolved.
I subsequently returned to the Cox store where I recorded my interaction with the store representative and the store manager. During this visit, the store representative confirmed that she had informed me the additional cost would be $30 per month and that this was the amount we agreed upon during the transaction. However, the store manager refused to honor this agreement, stating that such a plan was not possible. He did offer to reduce my bill to $119.99, which is still higher than the agreed-upon $116.
Despite my request for a credit or further adjustment to match the original agreement, the store manager refused any additional compensation. The only time he offered this partial resolution was after I informed him that I had recorded our conversation and intended to file a formal complaint.
I feel that I have been misled and unfairly charged. This discrepancy will result in an additional $72 I would be paying over the next 2 years, totaling $1,728 unfairly charged. I am seeking assistance to ensure that Cox Communications honors the original agreement of $30 additional per month for the unlimited data plan, resulting in a total monthly bill of $116.Business Response
Date: 06/13/2024
We appreciate the opportunity to assist our valued customer. We
have contacted our customer and addressed his concern. We sincerely
apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:06/05/2024
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.
Cox cable and their sub contractors came into our yard to install fiber optic cable. They were in our yard multiple times and not once did they notify us or come to our door. They dug two very large holes in two different locations. They cut off half of the branches of one of the trees in our backyard without notifying us or asking permission. They then hit one of our trunk lines to our main power to the house which knocked out power to half of our house. They did not notify us once again that this happened. We found out later in the day that this happened. OPPD came out a couple hours later and had to put in a temporary 220 line that laid all the way across our yard. The other issue is that when they knocked the power out, one of our deep freezers popped and didn't come back on when the power was restored. We didn't realize this until 2 days later. By then, our food had all defrosted and was ruined. I had to dispose of all of the food at that point. I have been in contact with **** ******* who is the HOA liaison for Cox Communications. He had me believing that everything would be resolved. Almost 2 months later he responds with an email essentially passing the buck to another company. I called that company and they are simply the locating company for power lines. They didn't do any of the digging. That company in turn gave me the name of the sub contractor that did the digging and damage. I called that number and was hung up on. I am NOT going to be getting the run around here. This needs to be resolved immediately.Business Response
Date: 06/13/2024
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:05/24/2024
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.
Cox does not need my bank account balance to issue a refund, three of their reps confirmed I am owed three days ago. Cox telling me they need to see my bank account balance is a complete breach of privacy. They can clearly see what was paid on my account, I sent screenshots showing the transactions from my bank account and one of their own reps in billing gave me the total amount I am owed which is $155 and some change yet I was charged again today when my account information should have been removed as I canceled service and was told I would be getting a check. am beyond livid with the Cox. The horrible customer service, the horrible billing practices and the absolute breach of privacy. Cox sells customers information to third parties and I’m done with this company. I want my refund immediately. I want my bank account information removed immediately.Business Response
Date: 05/28/2024
Cox Communications (Cox) received your complaint filed through the Better Business Bureau. Let us begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so will enable us to improve the quality of the service we provide to our customers.
Our records indicate that our Accounts Receivables team contacted you directly via email advising that we are happy to process the refund for the balance once the equipment is returned. The refund amount totals $155.14, that will be processed to you via electronic refund, once you have returned the equipment.
The equipment is required to be returned because there could be an outstanding charge associated with the equipment if it is not returned. Once returned, we will expedite the refund request to you. The representative you spoke with misled you with information and did not explain the full process. Feedback will be submitted to ensure we are providing customers with correct information.
If you have any questions regarding your refund, please call our Accounts Receivables department at 888-249-3457. 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:05/16/2024
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.
Cox charged me $318.00 for service to my apartment that was vacant due to a fire in the building. I was told to leave the apartment in November 2023. Since then there has been no electric or water on in the building. I was informed that whoever I spoke with over the phone in November did not file the proper form, so my service was not suspended like I was told. Spoke with a manager in the billing department and was told to contact the legal department about the issue. And was told it was going to collections and there was nothing they could do. I've made it clear to everyone I spoke with, that I was not paying for service I didn't receive. The cable is not monitored, but the internet is and they could see that there was no internet service since November 2023. I would like this bill voided without a black mark on my account. I plan on moving back into this apartment when I can.Business Response
Date: 05/21/2024
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 reviewed the customer account and determined that this claim is outside of the 60 days dispute policy; please see below: per the cox service agreement: If you do not agree with a charge on your bill or you believe it is an unauthorized charge, you must (i) pay undisputed amounts by the due date listed on your bill and (ii) notify Cox no later than sixty (60) days after the date of the bill (or such later date as required by law) of the disputed or unauthorized charges by calling or writing to us at the number and address specified on your bill and submit any documentation or other information to substantiate your claim of unauthorized charges. You waive any disputes or credits that you do not report within this sixty (60)-day period.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
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