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:05/05/2025

  Type:Customer Service 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.

  Cox will not allow me to cancel or put a hold on my bill which I need to do after they raised the price on me. I tried 3 times, first using their online chat, that took 45 minute wait to be told to call by phone. I called, another 30 min wait, and was told I could put my account on hold for 6 months, and they transferred me to that department for a 40 minute wait which ended in a disconnect. I called back and got disconnected after another 30 min wait. It was the middle of a weekday...so I guess this is actually a short wait time for them...
  
  I think that is enough, I tried. Return the bill to the original amount, or put a hold on my account, or close it.

  

  Business Response

  Date: 05/06/2025

  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. Senior Customer Care SpecialistExecutive Escalations Support Team

  Customer Answer

  Date: 05/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:05/01/2025

  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.

  My elderly mother was charged $113.67 last month when the bill is normally $85.00. I am on the account and pay the bills with my money. I called and spoke with multiple people, including a so called supervisor and neither were willing to help even though I am on the account and they have ALL my personal information. They refused to assist me and were unwilling to assist even when i explained the situation. They were also asking for billing information when part of the call was in regards to why a bill had not been received, how can i discuss a billing statement i didn't receive??

  

  Business Response

  Date: 05/01/2025

  Dear Better Business Bureau: Cox Communications
  (“Cox”) is responding to the complaint filed with your office on May 1, 2025, and
  assigned ID#*******. We would like to thank the Better Business Bureau for the
  opportunity to assist a valuable customer. We apologize for any inconvenience
  our customer may have experienced. It is certainly not our intention to cause
  any frustration.The Cox Executive Escalation Team has contacted the complainant
  in response to their complaint, and unfortunately, he was unable to complete
  the authentication process. To protect the account holder’s privacy, our process requires
  we verify the identity of any caller as either the account holder or authorized
  person(s) on the account prior to disclosing any information concerning the
  details of the account. This process includes the caller providing the four-digit
  account PIN number or being able to answer the security question listed on the
  account. The complainant was not able to provide that information. Our specialist
  offered alternatives including a conference call with the account holder to assist
  in completing the authentication process and the complainant declined. Once we can complete our authentication process, we would be
  more than happy to receive the account and answer any questions related to
  billing and specific charges on the bill.As a customer service-oriented company, we know that our
  success depends on our customers' perception of our employees, as well as our
  company. Once again, we would like to apologize for the frustration that our
  customer has experienced. Sincerely, The Cox Executive Escalation Team

• Initial Complaint

  Date:02/19/2025

  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.

  Since February 12, 2025 I have not had internet service. And every time I call I am told they don’t know why it’s out and they can’t give me a day or time it will be back on. It’s been a week and no internet. I work from home and I need internet. Not to mention I pay for this service and can’t even use it. Also the customer service representatives have been very rude and will not let you talk.

  

  Business Response

  Date: 02/24/2025

  We apologize for the inconvenience and appreciate the opportunity to address the service issues. After reviewing the customer's account, our Executive Escalations Specialist discussed the findings with the customer on February 20, 2025. Significant damage was caused by the ice storm, and Cox had to wait for the power company to restore services. The services were restored on February 21, 2025. We spoke with the customer and provided a $35.00 credit for the service interruption. The customer is satisfied with the resolution.Sincerely, Cox Executive Escalations team 

  Customer Answer

  Date: 02/26/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:01/26/2025

  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.

  On or around December 15, 2024 I was told by a Cox Communications rep that they had a new mobile service. Since I wanted to upgrade from ********, I asked about it and was transferred to a Cox rep named ***** ( ###-###-####) ***** was very friendly and since I have had Cox over 30 yrs, and I was unfortunately very trusting about the information he told me. *****, said that I would be billed 15.00 a month, Cox would pay for the phone after I paid the $43.99 tax for the IPhone 16 and all that was needed was a credit check. My credit is frozen so it required for me to first unfreeze it. After ***** checked my excellent credit he told me that the iPhone would be mailed to me. What ***** did not tell me was that he was signing me up with a BBB(F) rated finance company called ********* ***. I did receive an email from ********* *** asking if I was accepting or declining their financing. I did not respond because when I tried to call them the person wanted my full SS number over the phone which I refused. I have also contacted Cox Communication reps at lease 4 times when then I was told by the first rep I was responsible for the “first” payment and then I would be reimbursed by Cox after the first year. Then another rep told me I was responsible for the “First Two” payments and be reimbursed after 2 years. Then Cox Communications is suppose to pay the balance but I have no documentation to state they will pay for it and it is on my credit report which I found out when I checked my credit report monthly.So this now sounded like a contract which ***** told me there was NO CONTRACT! I made a formal complaint with a rep named ****, 2 weeks ago and told her I am willing to make those 2 payments but not through this F rated company that has multiple complaints. I am not giving them my personal information! I have received 2 requests for payment from ******** *** within the last month. I find their practice and COX’s deceptive and misleading.

  

  Business Response

  Date: 02/19/2025

  We apologize for any frustration you may have experienced and appreciate the opportunity to address your mobile concern.After reviewing the customer's account, a member of the Cox Executive Escalations team spoke with the customer on January 31, 2025, to discuss their findings. The customer was not informed that ******** **** would be involved in the Mobile Promotion and expressed a desire not to be associated with the company. Consequently, the customer returned the phone to Cox on February 19, 2025. We are currently awaiting reimbursement for the phone and the closure of the ******** **** account, which should be completed within the next seven days. Cox is still working with the customer to resolve the issue.Sincerely, Cox Executive Escalations team

  Customer Answer

  Date: 02/21/2025

  2/21/25
  
  I have reviewed the response made by the business(COX Communications) in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action within 7 days and, if it does, will consider this complaint resolved.
  Note: Also request that ******** *** be removed from my credit report as I did not apply for ANY loan from this poorly rated company by the BBB.
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/20/2024

  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.

  On 12/11/24 I called cox asking if there are any other discounts currently available. This person removed my currently discounts that were good until jan 5 2025 and totally messed up my account. My bill went from 156.24 to 254.00. I was told that by **** #**** that he submitted paperwork to correct the system issue form *************** ticket #**************. I was told that my bill would be adjusted back to the 156.24 or lower to the original date of the mistake. He stated that his supervisor had approved the paperwork after I was on hold with him for over 1 hr. I called on 12/19 to follow up and ***** that answer stated that the error can not be fixed since he removed the discounts in error. This is Cox problem not mine and they need to honor there commitment of 156.24 until 2026. I have copy of the agreement and discounts if needed.

  

  Business Response

  Date: 12/27/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns. After multiple attempts we have been unsuccessful contacting the customer.Should the customer still need assist they can reach Executive Escalations team at the number provided by the email and voicemails.Sincerely,Executive Escalations team

  Customer Answer

  Date: 01/03/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was sick with covid. I have called back 5 times this week and have left several messages. No one has returned my calls. 
  
  Regards,
  
  ***** **** 

  

  Business Response

  Date: 01/03/2025

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.On January 3, 2024, a Cox Executive Escalations team member spoke with the customer. Cox was able to reduce their monthly rate to $159.85 until January 2026, when the customer will be charged the retail rate. We are happy to report the customer is satisfied with the outcome.Sincerely, Cox Executive Escalations team 

• Initial Complaint

  Date:10/20/2024

  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.

  10/20/2024
  I'd like Cox Communications to take all my personal information out of their system/servers so they don't lose it again in another data breach.

  

  Business Response

  Date: 10/28/2024

  Cox Communications (Cox) 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 Customer Service department at ###-###-####.? Best Regards, COX - WEST---------------------------------------------------------------------------------------- The Executive Escalations Team 

• Initial Complaint

  Date:09/03/2024

  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.

  July 18,2024, two Cox Cable installers came to my home to install cable service. After they left, I saw where my window pane had been cracked and the window blinds were broken in one room. I contacted the company and they sent someone who took pictures of the damage. Thru text I was told that the information would be sent to corporate. I was told that I could use my own contractor to make the repairs. I emailed a copy of the cost from the licensed contractor. I was told that the window pane was already purchased. No one has responded so I sent a text asking when would the repairs be done. The person I have been talking to through text is ****** *****. He said he would bring the window pane to my home, but as I told him, I will need payment from Cox Cable before I authorize repairs from the contractor. I called the local office, spoke with a female agent said she could not talk with me at this time bcuz firemen were there for something and she would call me back. I have not received any call back

  

  Business Response

  Date: 09/11/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's damage concerns. A Cox damage claim specialist spoke with the customer on September 6, 2024, and is addressing the damage claim. Sincerely, Cox Executive Escalations team  

  Customer Answer

  Date: 09/19/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received any response from Cox and have not talked with anyone with authority. I have been given the run around through text. Yesterday, I was given a local number to call for damage control. After being transferred 3 times I finally got to speak to a live person, who was not local. I asked to speak to someone in management but was refused. Her offer was to give a credit on my bill. First, I asked how much she would know the amount of credit and I could not pay the contractor to make the repair with a credit, he would have to be paid by cash. I could go on, but it boils down that they refuse to pay. Also, I found out that Cox installers are contractors not employed as Cox employees. The repairman doing my damages was from ********.                                                                                                             ****** ***** ****************** ###-###-#### 

  

  Business Response

  Date: 10/29/2024

  We attempted to contact the customer to verify if the damage claim was addressed but have been unsuccessful.Should the customer still need assistance they can contact us at the number left on their voice mail.Sincerely,Cox Executive Escalations team

• Initial Complaint

  Date:08/16/2024

  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 moved a month ago. And have been told that they will not cancel the service until we pay the past due. However since we moved they have added more to the bill even though we aren’t in the house anymore. And told that the bill would keep getting larger until we paid the past due. Well the longer it takes to do that the more money they are added to the bill. In the last month they have added over 100 dollars. I will pay the past due but not until they cancel the service and remove the added amount they have added. They shouldn’t be able to refuse to turn a service off. All other utilities turned service off and sent a final bill to the new address.

  

  Business Response

  Date: 08/20/2024

  Dear BBB: Cox Communications responds to BBB case # ********. The Northeast Executive Escalation's team has attempted to reach our customer at the contact number and our customer has not responded. We have reviewed the account and can further assist and review the findings of the account. Please reach out to the supervisor who has provided their contact information and hours.Respectfully, The Northeast Team

  Customer Answer

  Date: 08/20/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed its Not that we have not responded. But currently the cell towers are going in and out where we live so no calls are coming in or going out. I get service at work but work during the times the business is open. If they would like to reach me by email that would be better if not I can give  a call once service is back up. 
  
  Regards,
  
  ****** ***** 

  

  Business Response

  Date: 08/20/2024

  Dear BBB: The Cox Northeast Team responds to BBB Complaint# ******** rejection. Our customer can reach us Monday through Friday from 8:30 am to 5:00pm. The supervisor's contact information is ###-###-####. Our team would be glad to work with our customer to review all.   Respectfully, The Northeast Team

• Initial Complaint

  Date:07/23/2024

  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.

  On the weekend of April 27th, I went on line to make my monthly payment, as I had done for the past 6 years. The on line payment portal would not accept my payment, the message read, there was an error with my card. I tried this at least four times, I first thought I entered the number wrong, then I thought it was something going on with the system and hoped it resolve. It did not. On Monday, April 30th, I contacted Cox to alert them of the issue. The representative told me that I had the issue because Cox had an issue over the weekend with their payment portal. He apologized and offered to take the payment over the phone and provided me with $5.00 off. He advised me that the payment would show up on my account under Telepromotions. I checked my account and saw the withdrawal under that name (attached). During this time I received a bill over 272.00, my monthly account runs around 55.00. I contacted Cox and was told that my card was declined for insufficient funds when I made the four attempts to make payment, I was charged for insufficient funds four times. I explained all of the above. The rep said she would send it to billing for correction. May came, and my bill amount was corrected back to 50.60 (attached screenshot of payment made). June came, the portal showed 0.00 balance (attached). July came, I went on line to make payment and a message read that the ability to make on line payments was disabled. Today, I contacted Cox and was told I have a bill of over 272.00 so I am, back to where I began before the correction. I am now told I did not make April's payment (attached payment made) and I have insufficient charges. I have records of every payment for every month made to Cox with the exception of June, where it showed a 0.00 balance (attached). I would like my bill corrected to show June and July's correct charges and my ability to make on line payments restored as I had prior to Cox having an on line payment portal issue.

  

  Business Response

  Date: 07/26/2024

  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 reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution. We are not able to adjust the customer's account balance as our records show multiple returned payment occurring between the months of May 2024 and June 2024.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 and deeply sorry we were unable to successfully resolve.We appreciate the opportunity that the BBB has given to us to assist our customer*****Senior Customer Care SpecialistExecutive Escalations Support Team

  Customer Answer

  Date: 07/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The responder to this request contacted me, and it was very clear that he did not read the complaint.  He then advised me that I had scheduled a payment in June, this is incorrect information.  I advised him that I have never scheduled a payment for an automatic withdrawal and I also attached a screenshot of my account showing 0.00 balance for the month of June, so why would I attempt to make a payment?  Where is this information, I asked him to look at where this information is coming from.  His response indicated that there were multiple returns in May, I also attached a screenshot of the May payment being drafted from my bank account, so where was it returned?  I am baffled by the fact that a company the size of COX is incapable in providing the correct information for this account and not only are they not able to resolve this issue, they are providing incorrect information.  It is clear that COX is not capable of resolving this issue.  Again, I have been a customer for at least six years and have paid my bill EVERY MONTH, and it is very concerning to me that I have to go this route due to their billing issues, that they don't seem to have anyone to resolve.  I have bank statements that show withdrawals for every month that were paid to Cox with the exception of June where it clearly shows a 0.00 balance and now July because they cannot get the account straight.  Furthermore, I provided screenshots, where is the proof on behalf of Cox of the returned payments?  I have not heard back since the responder told me told me he would pass the correct information along to his complaint department.   Every person I have spoken with has provided a different reason as to why this has happened to my account.
  
  Regards,
  
  ******** ******* 

  

  Business Response

  Date: 08/01/2024

  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.  Unfortunately, we are unable to provide an agreed upon resolution as our stance has not changed. The customer's account balance currently reflects two rejected payments and rejected payment fees due to the failed payments attempts.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 and deeply sorry we were
  unable to successfully resolve.We
  appreciate the opportunity that the BBB has given to us to assist our customer*****Senior Customer Care SpecialistExecutive Escalations Support Team

  Customer Answer

  Date: 08/01/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  It is apparent this will not be resolved. I will note this, this issue is more than a complaint, there is still the issue of not being provided with a correct bill amount or any bill showing the details of the charges and payments on this account?  Throughout this complaint process it has not been provided.  Where is the bill with the details showing the charges owed on this account?       
  
  
  Regards, ******** *******

  

  Business Response

  Date: 08/27/2024

  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.Unfortunately, we are unable to provide an agreed upon resolution as our stance has not changed. Our Specialist has verified that the customer's account balance is accurate. Our specialist spoke with the customer most recently on August 5th, 2024. The Specialist advised the customer that the account balance is accurate, the customer requested Cox provide them with past bills to explain the disputed charges. Our specialist advised the customer that 14 rolling months of past bills can be found on the Cox official website, our Specialist also reprinted past bills per customer request that were mailed to the customer's address.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 and deeply sorry we were unable to successfully resolve.We appreciate the opportunity that the BBB has given to us to assist our customer*****Senior Customer Care SpecialistExecutive Escalations Support Team

• Initial Complaint

  Date:07/19/2024

  Type:Delivery 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 placed an order with cox mobile to port our numbers from ******* and *** but new soil Sim cards from cox never arrived. None of the phone connection were ported out of ******* and ***. But cox has been billing us since May 2023 for the phones without even having an active service with them.

  

  Business Response

  Date: 07/24/2024

  Dear
  BBB,  Cox
  Communications responds to BBB review ID # ******** filed with your office on
  July 19, 2024.The Cox
  Sr Customer Care Team attempted to contact our customer in response to their
  complaint. Unfortunately, we were unsuccessful in reaching them. If our
  customer would like to speak with us regarding their complaint, they can reach
  our Sr. Customer Care Team at the phone number that we provided in our voice
  messages, or by responding to the email that we sent to the email address
  associated with this complaint. Sincerely, Cox Senior Customer
  Care Team