Complaints

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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:05/28/2025

  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.

  When I first contacted Cox to establish service, I explicitly requested a plan that would fit my budget, ideally under $100 per month. I was informed by your representative that if I switched to Cox Mobile, I would receive a promotional bundle at a rate of $65/month. I agreed to this offer and was pleased to see this pricing reflected on my first month’s bill. I also received a statement indicating that this promotional rate would remain in effect through 2027.
  However, in the following billing cycle, I was unexpectedly charged the full price for my mobile service and received only a $15 discount on internet service—far from the agreed-upon promotional total of $65. I contacted customer support multiple times to address this discrepancy. Each representative acknowledged the error and apologized, but the only alternatives they offered were new promotions significantly exceeding my budget, which I had clearly stated from the outset.
  On May 27, I contacted Cox again and was told—incorrectly—that I had requested a service downgrade, which I had not. I was then offered a new promotion for $88/month for both internet and phone services. I agreed to this pricing only on the condition that it was confirmed and guaranteed. However, shortly afterward, I received an email stating that my bill had been updated to $150/month.
  I called back immediately and was told that the $88 promotion did not exist and that there was nothing more that could be done. After expressing my frustration, I was told I could disconnect my services but could not return to my original promotional rate, as "it does not exist." I asked to disconnect my phone service but to retain my phone number, and was informed that this was not possible unless I transferred my number to another provider. Minutes after this call, my phone service was disconnected without further warning.
  I believe this situation reflects a serious failure in communication, transparency, and customer care.

  

  Business Response

  Date: 05/30/2025

  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:05/26/2025

  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.

  There is a Cox Communications black cord that has been draped over the entire length of my back fence for over a year. This cord is not going to my house but to another house in my neighborhood. I am assuming this cord should be buried however it is not a cord that belongs to me, and I do not have any information about what this cord is actually for. Due to Cox Communications not finishing the job my fence is deteriorating. I have called Cox on three separate dates to speak with them about taking care of their cord. (This is after I called AT&T and verified that it was not one of their cords.) I called them on 5/3/25, 5/14/25 and 5/23/25. The first time I called I was told that they would get someone out to take care of the issue. When I called back on the 14th I was told that I needed a ticket number which I was given and that the issue would be resolved in 48-72 hours. (Ticket ***************). On the 23rd when I called, I was told that they could not look up that ticket number because I was not a Cox Communication customer. I asked to speak to a supervisor and when I spoke to him, I gave him all my information again and he proceeded to hang up on the call and not call back. I have called three different customer service numbers ( ***********, ***********, and ***********) and have been transferred multiple time to different department. All I want is this cord to be taken care of, so it stops tearing up my fence. I feel like I have been more than patient waiting for Cox to take care of this issue.

  

  Business Response

  Date: 06/05/2025

  Thank you for the opportunity to assist one of our valued customers. We sincerely apologize for any inconvenience they may have experienced. It is never our intention to cause frustration, and we take their concerns seriously.

  
  We have proactively reached out to the customer and engaged our local field service technicians to address the issue. Our team is actively working toward a successful and satisfactory resolution.

  
  We appreciate your time and consideration in this matter.

  
  Sincerely,
  
  Executive Resolution Specialist
  Cox Communications – Central Region

  Customer Answer

  Date: 06/06/2025

  
  
  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:05/26/2025

  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.

  We moved apartments and canceled our account with Cox. Our apartments have a contract with Cox and they pay the rent for the equipment. When our account was canceled it was stated that equipment did NOT need to be turned in. A month and a half after we moved out of the apartment with the equipment, we got charged for not returning the equipment. For 2 weeks I called to try to have the issue resolved due to our money officially being stolen from Cox. I talked to a lot of reps and was told many different answers. From one rep I was told the issue would be resolved in 2-3 days, another rep told me we would receive an E-Check, another rep told me that my old account was credited and then I was told our request was denied. We have a lot of bills coming out and we are officially short on bills because Cox is refusing to give our refund back. They have said on multiple occasions that they can see the $240 was taken out. I also was told I could talk to a supervisor and the supervisor never picked up their end of the line. I want it resolved that we receive our $240 that never should have been taken in the first place.

  

  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 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 Region
  

• Initial Complaint

  Date:05/13/2025

  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.

  We sold out house at ***** * ******** ** April 11 2025. After selling the house I logged on to my cox account to check the status of our service and it still states: Your Cox services have been disconnected. I then received a bill for $167.16. I called Cox to inquire as to why I am being billed when on my account it says service has been disconnected. I asked to speak to a manager and my request was denied. They refused to acknowledge or take responsibility for the fact that their own site states that my service has been disconnected. Wasting my time and money without taking any responsibility.

  

  Business Response

  Date: 05/14/2025

  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 Resolution Specialist
  Cox Communications, Northeast Region

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox Communications failed to protect my identity and my privacy while doing business with them. I had an open account back in 2018. During that time frame of having an active account, they allowed someone else to set up an account underneath a completely different address using my name and my social, but failed to ask them to require PROOF of their identity. This other account that was set up fraudulently left a past-due balance of $661, and Cox has turned this over to collections under my name for years without properly removing and resolving this ongoing issue. I’ve dealt with harassment from many of the collectors, letting them know that I am not responsible for their mistake that was made and need it removed from my credit as well as I have disputed these collectors from my report since Cox has not done their part in the matter. I’ve spoken to agents at Cox Communications on several occasions over the years, and STILL they have not handled the situation accordingly. I filed a police report of identity theft; this is the case number from 2019: 2019-0080619.
  I also have noted saved in my phone that on 02/04/2020, I spoke to “Kayla,” a manager of their Virginia office in collections, and she failed to resolve or respond to the issue. I’ve gotten the runaround and also sent a fraud packet they asked me to send to them, but nothing still has been resolved. This has harmed my credit, and they do not care to assist or help.

  

  Business Response

  Date: 05/05/2025

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

  

  Business Response

  Date: 05/08/2025

  Cox made attempts to reach back out to ***** ******** in receipt of her response; however, we
  did not have the opportunity to speak with them again. Should Ms. ******** wish to discuss this matter further, they can
  reach a Cox representative at the contact information provided.
  
  Cox Communications

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have not resolved anything also called and never left a message. They have not been helpful even in the “high resolution team” I called this morning after trying to search what number they called me from and left a message with my name as well as my number. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox Communications took $50 out of my checking account on 03/31/25 although I hadn’t opened an account with them.
  After numerous phone calls to Cox the $50 was placed back into my account.
  However about a week later the $50 was taken again and this time it hasn’t been returned. I was told a check had been sent April 4. It is now April 28 and no check has arrived.
  Late last week I was told a new check had been sent. When I called to confirm the Cox agent stated he didn’t see any record of that.
  Since last Thursday I’ve been in touch with “*****” of their executive office 844-303-7080. Today she told me a check has been sent.
  I simply have no faith whatsoever in anything anyone at Cox tells me.
  Further, even if the check arrives I want to go forward with the complaint as the money should never have been taken from my account in the first place, let alone TWICE, and the amount of time that has elapsed since this fiasco began illustrates Cox cares little if at all about its customers.
  
  All my checking account shows now is $50 being taken by Cox on 3/31/25.
  Apparently returning it and taking it a second time were considered a “wash” and have been deleted from my statement.
  Regardless my bank statements document $50 being taken by Cox with no credit indicating I have been reimbursed.

  

  Business Response

  Date: 05/09/2025

  We would like to thank the BBB for the opportunity to
  assist a valuable customer.  Please let me begin with an apology for any
  inconvenience our customer may have experienced. It is certainly not our
  intention to cause any frustration. 
  
  We have contacted the customer directly to address
  their concerns and are working to provide a successful resolution.
  
  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:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second BBB complaint against Cox in the past seven years. I've been a loyal cox internet customer for seven years i had a person from their corporate office address the issues before but its gotten worse. Every day my modem goes down at least 3 or 4 times. I work from home I could lose my job. Cox has sent many technicians out they cant seem to find the issue. I used to work in this industry I AM TIRED OF BEING FOBBED OFF WHEN I KNOW WHAT I AM TALKING ABOUT. The Box that houses the coax cables for my apartment need to be replaced already confirmed by cox supervisor today that is cox's responsibilityto fix it/ it gets water in it when it rains cox techs leave exposed co-ax cables just laying in there. They need to upgrade the node. THE app never said there is an outage when there is one. MY modem has reset 6 times today alone. I contacted their support they scheduled me an appointment then they rescheduled it without contacting me i was supposed to have it from 8-10 on 04/28/2025 they changed it to may 3rd i had to contact them to get me another time slot for 04/28. i have had at least 20 technicians out they never fix anything the modem still goes down at least twice a day every day and this has been seven years. I pay extra for the cox care they rewired my apartment they have replaced the modem more times than i care to count. one person they sent out which was through a third party that wasnt even cox literally destroyed a digital piano that was worth over 2500 dollars by spilling on it and never did anything about it. this was a few years ago. Cox is my only option for internet. Unfortunately i am at their mercy. there is no reason for a persons modem to go down multiple times a day for seven years and have over 20 technicians come out this is getting ridiculous i just want this fixed. I am tired of being fobbed off i used to do tech for a rival company and was a line tech for that company before moving to okc. I know what i am talking about

  

  Business Response

  Date: 05/05/2025

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

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They sent techs out the issue still persists i am still extremely unhappy the internet is still randomly disconnecting  multiple times a day during work hours today alone the internet has reset periodically three times since noon it is only 322pm I work from home and am indanger of of losing a job i have had for seven years. Work from home jobs are not easy to come by and with my disability working from home is my only options. I reject their response the issue is still not fixed. One of the techs said there are two lines that are shredded beyond belief between my apartment and the node he showed me pictures his supervisor came over and said avoided the subject as did the escalation agent that has been working with me over the phone. The box outside the apartment also need to be replaced that is PER cox escalations their responsibility not the landlords to replace it. There is no reason the internet should intermittently go down still every day. Cox unfortunately is my only option for internet and they know this. This needs to be fixed. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 05/20/2025

  Hello, Cox made contact with ***** ***** and addressed his internet service concerns.  As of today, Mr. ***** agreed that his service is working.  Thank you. 

   

  ******

  Senior Customer Care Specialist

  Executive Escalations Support Team

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox internet charged me a $25 fee because my auto payment did not go through with my credit card. I realized this and paid the bill the same day, not realizing that it doesn’t matter, they charged me a fine despite this not being my problem, since I paid with the same credit card and no bill was paid late. When explaining this to the customer rep, she was cold and rude and said nothing could be done. This is a scam! How easy for them to have a crappy autopay system that charges the customer if the first attempt fails.

  

  Business Response

  Date: 04/29/2025

  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 provide a successful resolution.
  
  Thank you for your time and consideration.
  
  Executive Resolution Specialist
  Cox Communications, Central Region
  

• Initial Complaint

  Date:04/23/2025

  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.

  We found out that apparently that we have more than 1 account with Cox communications linked with our address - it took a long time figure this out, just found out last week & only found out after I had received a collection report on my credit file-very upset to find out about this! I have excellent credit! I actually have credit services to report issues because I like to pay all my bills on time & to keep my credit rating at the highest!
  
  Well,after contacting the collection agency who had contacted the credit companies I found out about Cox! We had signed up for Cox back in early summer 2024, however, it took a while to get the equipment & get everything set up! We had problems with the services… it took a while for the equipment to get here, things not always working & we had set up payments for $30.00 monthly but then they said they were not getting payments, have receipts for the payments attached.
  
  As noted found there are multiple accounts, but only after spending hours talking to everybody in billing & collection at Cox! The first account has no balance $ 0.00. It shows zero due to the billing & collection personnel, so when I would call & say I have email saying I have something I have to pay from Cox, Cox would say there is no balance due, talked to many people to figure all this out! Every time I, have to repeat everything. I asked a manager to documented this. A manager. noted the employees are not fully trained & do know how to access another system will see the other accounts.
  
  Not happy with the services but we were paying our bills. Cox emailed we were not paying our bills. Then of course we would call them and they would say we have “0” balance. Finally told them to cancel account my services.
  
  Last week found out about the credit issue that I wrote about above! Have since paid them more money the past day. I did not want to have issues with my credit. I do not feel like I have to pay with all the problems & this could impact my credit rating!

  

  Business Response

  Date: 04/25/2025

  We want to thank ****** *** ******* for taking
  the time to file his concern.  In receipt of
  this complaint, Cox spoke with Mr. ******* however we were unable to address their concerns.  In order to discuss account or billing issues a customer has to verify their account for security.  At the time Mr. ******* was unable to verify the account, and Cox advised him on the procedure to reset his verification information.  Cox attempted to follow up with him but did not reach him.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:04/03/2025

  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.

  Mobile Account is unactivated fully, as well as access to my personal number I brought to cox and want to port out has been unreasonably restricted!!!!! I opted in for number protection against others not to have my number hijacked by Cox. I actually appreciate all business til now a few hiccups. But I've done the ID scan, no good! Went into corporate store was there over an hour with Driver license they couldn't get an option to undo it although they agreed with me thIs is excessive. Made a ticket for me told me to wait 24 hours I'd hear about a fix. Nothing 48 hours later silence. I pay you for service one is courtesy! 2 to keep my number safe from others, not from me! 3 to ensure my line us fully activated! I respectfully ask that someone immediately fix my number so I can port out. It's not activated and number lock has no option for corporate store manager to remove even after I verified my account fully in person wasted an hour of my day! All help and time spent us greatly appreciated!
  Thank you!

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/17/2025

  it’s beginning to feel like I’m being strung along! A bill is being created I don’t want . I’ve tried to port my number out 2 weeks ago. It’s ridiculous to put a consumer through this, and just leave me hanging had I not wrote this complaint. Now it’s not getting any better. 2 more trips to store , directly working with executive office, still not one person can unlock my number from a number lock protection that’s deeply flawed to say the least. I’m not happy I’m growing ever more frustrated period! And now we want all 3 numbers unlocked we are porting all out we want no parts of Cox Mobile ever! No thanks it would be nice to not have to end a business relationship but if we can’t get anywhere soon that’s exactly where this is headed! It’s non sense neither Cox nor ******* can fix this in one day! Totally disrespectful, and blatant disregard for our troubles time and trips to store. Fix it now, I can be reached at my wife’s number since you have totally estranged me from my own number I brought to cox I no longer have access to! Despicable!!!!!!

  
  

  

  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 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: 05/22/2025

  
  
  Better Business Bureau:
  
  THANK YOU SINCERELY TO B.B.B. for having consumers backs and providing a platform to reach reasonable agreements! 
  I don’t agree with being billed for my line I literally never used it. But just want this done! I don’t like filing complaints but what can you do when you have no other choice.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *********