Complaints

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:06/12/2025

  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.

  Still being billed even after I cancelled my service and paid all dues. They sent another bill to a debt collector whom claims I owe $100 something to them. I also got billed directly from them at $23.

  Business Response

  Date: 06/13/2025

  Dear **** ***** ********,
  

  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  

  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  

  If you have any questions or concerns regarding your account, please contact our *************************** at ************.
  

  Best Regards,
  

  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:06/12/2025

  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 am submitting this complaint due to an unresolved billing dispute with Cox Communications. Despite reaching out to their customer service multiple times, I have been met with unhelpful responses and no meaningful assistance.I am currently facing a period of financial hardship, and I asked *** for flexibility or a resolution regarding my billing situation. Rather than offer support or options, their representatives have been dismissive and unwilling to work with me. This has created additional stress during an already difficult time.I have made good-faith efforts to resolve the matter directly with ***, but I have received no clear explanation of the charges or any willingness to accommodate my situation. I feel that I am being unfairly treated as a customer, and that *** is failing to provide reasonable customer support, especially given my hardship.Desired Resolution:I am requesting a full review of my billing account, an explanation of any disputed charges, and a fair resolution whether that be a payment plan or adjustment of the disputed charges. I also request that *** improve its customer service practices, especially in handling customers in hardship situations.

  Business Response

  Date: 06/12/2025

  Dear ****** ******,
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your *** account on June 12, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:05/28/2025

  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.

  April I spoke to cancellation **** to cancel I was told to keep my business my bill would reduced to $100 They left a balance of 50$ In between the dates of April 1st to May 26th I spoke with four additional ***** I called multiple times to discuss the balance and that the 50$ was to be waived per my conversation with the cancellation department. I was told my services would not be interrupted even though I have been getting threatening texts and emails about suspended services. In May 26th my services were disconnected on a holiday. All the managing **** were not available and cancellation **** was closed. I was without services for over 24 hours. I was also told there would be ticket sent to management requesting the 50$ be waived as a courtesy. After speaking to a *** I was told there was no ticket/ request placed for any courtesy refund. Then may26th after calling multiple times to speak to a ***resentative I got fraudulent email and texts saying that I did agree to pay 50$ May 28th which I did not at all. I have witnesses to the fraud and the manner in which *** has violated my consumer rights. I would not recommend this company to even my worst enemy. They are misleading and use threatening **** collection practices.

  Business Response

  Date: 05/28/2025

  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. 
  
  ***** *.
  Executive Resolutions
  Cox Communications

• Initial Complaint

  Date:05/27/2025

  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.

  My apartment complex signed a contract with *** communication, they called it bulk account so my internet is included into my rent i dont pay *** for internet service I pay my landlord at ************ at ****************. In order to start the *** apartment bulk program you can't have a pervious balance and if you do it has to be paid off. Which i was clear in green no outstanding balance. 2 weeks ago *** disconnected my internet i called to see figure the reason they told me they haven't received my payment from May. I mentioned to them that since February im on the apartment bulk program and paid and balance that is owed otherwise i cant start the new program i pay my apartments not *** so there no way you should've cut my service off. they tell me it a reconnecting fee and im like how is that our internet says on because it thru my rent and they keep trying charge me i spoke with the bulk team and they told me i dont owe anything i told *** that they are goinh to charge me again in june. I dont like how customer service handle my calls and concerns i was on the phone for 4 hours trying to resovle this issue i want *** to listen to the phone calls that i had made cause every phone call is recorded i find this unacceptable and unprofessional how customer service treated me and they need to be educated and look into futher details to see whats relly the problem and how to resolve the issue in a timely matter. I really not pleased with how my situation was handel. ************ i talked to so many *** representative it was sad and the amount off time i spent was frustrating cause all they wanted to did is charge me instead of investigation the problem.

  Business Response

  Date: 05/28/2025

  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. 

  *******
  Executive Resolutions
  Cox Communications

  Customer Answer

  Date: 06/01/2025

   
  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:05/27/2025

  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 April 28th I reached out to *** to get some assistance with ***airing a coax cable. I asked the customer service *** if I could get someone out to come out and ***air it. First thing they told me was that it would be a better idea to upgrade my modem. Hesitant I asked what exactly were the benefits, to which they said faster internet. I then asked how much would it be just to have someone some out to ***air the cable. They stated it was $100 but again told me it would be a better idea to upgrade my modem instead. We went back and forth as I couldnt justify the additional $300 a year for this new modem. Finally after going back and forth some more I asked if I upgraded the modem could I get the cable ***aired for free. That way the additional cost would make more sense. Again they agreed. Before getting off the chat with them I asked them to confirm that I wouldnt be charged for the tech visit. They then confirmed (as seen in the image I attached). Next day I reached out to schedule the ***air and install and again confirmed i wouldnt get charged (other image). Now today, I get my bill with a charge of $100 for the tech visit. I reached out to customer service again for help removing it and explaining the situation. They told me there was no notes for the tech visit to be waived and they would NOT be removing the charge. At this point I am extremely frustrated and disappointed that I was lied to. I was basically just told the tech fee would be waived for the sole reason to upgrade my modem. I was completely lied to and am disappointed in their customer service.

  Business Response

  Date: 05/28/2025

  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. 

  *******
  Executive Resolutions
  Cox Communications

  Customer Answer

  Date: 05/28/2025

   
  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. They resolved my issue no questions asked. The representative on the phone was a breath of fresh air, was very helpful and provided exemplary customer service. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/27/2025

  Type:Product 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.

  New *** customer here. I was charged a $100 fee for having a tech come out to fix a connection I was having with the internet. I was told by a manager this fee would be waived over chat. My Bill arrived today and shows a $100 fee. Upon calling in to customer support they mentioned there is nothing they can do, they had no record of me speaking to a manager, and they would not waive this fee now or ever. I also asked if they keep transcripts of chats, which I could not get a direct answer to. They just kept saying they have emails and don't see any chat history between a manager and I. I knew I should have taken a screen shot. Now I am scrambling looking through my text messages to get some proof. Word of advice for anyone doing business with ***. GET EVERYTHING IN WRITING FROM THEM.

  Business Response

  Date: 05/28/2025

  Dear ******* Angeles,
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your *** account on May 28, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:05/19/2025

  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 had got Cox Communications for my Internet provider. I had asked for a cheaper plan several times and every time I called the customer service I had explained I could not afford the plan I was on & I do not have a job & was having a difficult time looking for employment & that I went from a 3 person income to a one person income because my mom passed in November 2023 & my dad passed in March 2024. I am ************** told the representatives that many ********* they talked into being on the $80.00 plan which equated out to be $96.00 a month. My final bill is around $70.00 but should have been on the ********** plan. They should not convince people with disabilities or on disability to be on a more expensive plan & creating self doubt & making us nor trusting our gut instinct.

  Business Response

  Date: 05/30/2025

  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.We have reached out to you to address your concerns, however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.If you have any questions or concerns regarding your account, please contact our *************************** at ************.Best Regards,*** - California ----------------------------------------------------------------------------------------The Executive Escalations Team

  Customer Answer

  Date: 06/25/2025

  The complaint has not been resolved and I will not speak to the escalations department again for *** as I do not agree with their decision and did not realize I had already filed about this with the Better Business Bureau. I have talked to ******* or ******* with the *** escalations department and I explained everything to her but did not do much of anything except telling me I could pay the bill when I get the money. My phone # is the same but I will not answer the call. I have a disability which prevents me from communicating verbally.

  Business Response

  Date: 07/02/2025

  Dear ******* ***********, 
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
   We truly appreciate your partnership as we work to address your concerns. It is our intent to provide the best, most efficient service possible and to resolve your concerns expeditiously. In response to your ongoing concerns regarding your services, an Executive Escalations Specialist was assigned to personally assist you with your account.
  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 delay.  
  Best Regards,? 
  ?************************;
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 
  

• Initial Complaint

  Date:05/16/2025

  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 April 30, 2025 Cox Communications added a $100 connection charge to my bill even though the requested service and the resolution provided was not a connection service. During the entire month of March my internet services had intermittent connectivity issues. I contacted *** several times and tried to resolve it using their automated services. After failing many times to resolve the problem that way I was able to speak to a customer service representative who advised me that the modem had received a scheduled remote update and that she would try to reset the modem and resolve the issue. That failed. She advised me to bring in the old modem and get a replacement. I followed her instructions and completed the very simple installation myself. I continued to have issues and found that I was having to reset the new modem almost daily. I contacted *** several times in April and then finally gave in to allow their technician to come out to assist. Once the technician arrived, he was able to see that I had installed the modem correctly. He proceeded to go outside and said that he found a splitter that was installed and seemed to be the problem so he removed it and replaced it with another connector. *** is the only cable company that I have dealt with so they must have installed the splitter and the splitter was their property/responsibility. I was told that if the problem was due to their equipment there would not be a charge...yet they added the bogus charges (******) to my bill. I also believe that *** may have been causing the outage remotely so that I had no choice but to allow the technician to come out so they then had the chance to charge for the trip. The employee I spoke with (*******) to dispute the charge was most unhelpful and refused to allow me to speak with his supervisor and seemed to take pleasure in my frustration with him.

  Business Response

  Date: 05/16/2025

  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. 
  
    
  Executive Resolutions
  Cox Communications, ***********

  Customer Answer

  Date: 05/19/2025

   
  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,
  
  **** Denegin

• Initial Complaint

  Date:05/16/2025

  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.

  Spoke with *** ***resentative on chat 04/26 to request that service be terminated 05/08. Representative confirmed shutoff was "in process" and asked if there was anything else I needed (see screenshot). On 05/12, I received a bill from *** for the next month's services, indicating the shutoff had not occurred. I got back on the chat and went through the entire annoying process again, including the "retentions" team not listening to me and trying to pressure me to transfer service/put it in someone else's name. I explained that I was upset at having to do this twice, employee did not even have the grace to apologize. Shutoff was confirmed for a second time. At this point, an outstanding balance of $178 was showing on the account. I received an email the morning of 05/15 indicating that the next month's fees had still be charged, demanding payment of $373. I got BACK on with the chat and first ****** and then Siddeh told me that I was being charged for the four extra days (05/08-05/12) despite my best efforts to shut off service and the previous *** confirming that it was "in process." ****** told me to ignore the email, Siddeh said the email was an error.I explained to Siddeh that I had no reason to think the action wasn't being taken the first time, and he offered to credit me $26 off of my balance owed. Then he changed his mind and said that because my account was already closed and because I left the chat, I would be charged for the four extra days. I asked how I was supposed to know "in process" meant I was supposed to stay in the chat, especially when the chat *** ended the conversation by asking me if I needed anything else. Siddeh just told me there's nothing else he could do for me and that the matter was closed and, you guessed it, asked if I needed anything else (indicating the matter was closed and finished just the way the first *** did). Outlandishly stupid and *****.

  Business Response

  Date: 05/19/2025

  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 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 Resolutions
  Cox Communications, ***********
  

• Initial Complaint

  Date:05/15/2025

  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.

  Date of the transaction was 3/29/2025. The complaint is for lack of transparency and for an additional charge of $100 for a single visit from a tech.I needed assistance because my **** was not working when I moved it. Im picked up my equipment from the store, and called 1800 for support, and they required a tech to make a visit. The tech offered to help me set up my tv. The box was already set up and installed, but he proceeded to guide me through the process of finding channels etc. My complaint is that I spoke to a total of 3 people before this point and not once did anyone mention an additional charge. The lack of transparency and the lack or explanation of additional charges a very shady business practice. Charging $200 for a single visit is absurd, considering the issue of WiFi not working was a *** issue, not user error, etc.

  Business Response

  Date: 05/15/2025

  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. 
  
    
  Executive Resolutions
  Cox Communications, ***********