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:02/19/2024

  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 have had several workers come to our home and attempt to fix our WiFi, with no avail
  
  The router and modem are located in the basement (our TV) room. If I try to stream anything off my phone upstairs the wireless breaks. It seems to be picking up our neighbors WiFi. This has been the case for years now.

  

  Business Response

  Date: 02/21/2024

  Dear BBB: Cox Communications Northeast Escalations team responds to BBB complaint# ********. We have attempted to reach our customer at the contact number provided and have not had any response back. We have provided one of our supervisor's direct contact number and hours if further assistance is needed. We look forward to assisting our customer and appreciate the patronage. Respectfully,The Northeast team

• Initial Complaint

  Date:02/05/2024

  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.

  Someone has been using my account information. I have informed my bank and they did nothing as it is an online bank. They are telling me to reach out the merchant. I have been told several times I will receive a refund request via email and it has been a month and still nothing. Please help I need my money back!

  

  Business Response

  Date: 02/13/2024

  We are sorry for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.Cox can confirm was processed on processed on February 9, 2024, and can take up to 72 hours for the funds to be available to the customer.Sincerely,Cox Executive Escalations team 

  Customer Answer

  Date: 02/15/2024

  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 am not satisfied with this resolution because I have not yet received the refund. I have spoken to a representative about this and was told if it wasn’t received by yesterday to call them. I have not gotten a response back yet. Apparently the refund was processed back into the account it was taken from which I no longer have access to as the account is closed. I want to actually receive the refund before this is closed. 
  
  Regards,
  
  ******* ***** 

  

  Business Response

  Date: 02/20/2024

  We appreciate the opportunity to address the customer's billing concerns.We have processed the refund as the customer has requested. If they have any further questions, please refer to their financial institution. Sincerely, Cox Executive Escalations team

• Initial Complaint

  Date:01/22/2024

  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.

  I had an outage in september and upon chatting with "******** *." on 09/28/2023 to clear it up i was offered to upgrade my services for $7.36 additional per month with a price guarantee for 24 months (which i made sure to clarify). My services were successfully upgraded and my bill increased by about the amount they said it would, fast forward almost 4 months later my internet services base price increased from $79.99 to $120. I was in chat on 1/21/24 for over 3 hours trying to resolve this issue. I was told many different things, the first two people completely disagreed that my base price increased and that the increase was solely due to a bundle discount removing and being replaced by another despite providing proof that this was not the case and the first rep also took a very rude and condescending tone with me after explaining that, reiterating her original statement which was wrong and then disconnected. After talking with 4 different people no one will answer as to why my price guarantee is not being honored, just the same copy and paste. When I mentioned it, it was completely disregarded as if I hadn't said it MANY times. Now it is seeming as though I was given a bait and switch and nobody will address it. I shouldn't have to pay anything additional than what I entered into agreement with on 09/28/23 and no one will give me an answer just offer to downgrade my service. I have the chat logs from 09/28/23 as well as 01/21/24 as evidence which i will supply. I have been a cox customer for over 10 years but I do not appreciate how I was treated today and how after 3 hours I still don't have a resolution or even feel as though I was heard, understood or cared for as a customer my ending impression is as though I feel I was scammed by the initial rep who offered me the deal.

  

  Business Response

  Date: 01/22/2024

  We are sorry for this frustrating experience and appreciate the opportunity to address the customer's billing concerns.On January 22, 2022, a Cox Executive Escalations team member spoke with the customer. We were able to restore the customer's monthly rate to $64.99 until January 2026 when it will return to the retail rate.We are happy to report the customer is satisfied with the resolution.Sincerely,Executive Escalations team

  Customer Answer

  Date: 01/22/2024

  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:01/17/2024

  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.

  I got a bill from them, yesterday. It should have been $166.00, instead of $323. The US Mail has been slow in delivering it to them. I should not have a gotten a red notice from them. This has happened four times within the last year. They got the check from my payee ******* *********, last week.

  

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau,Cox Communications is responding to the review filed
  with your office on January 17, 2024, with 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.We have attempted to reach out to our customer
  to address their concerns. Unfortunately, we were unsuccessful in reaching
  them. If our customer would like to speak with us regarding their complaint and
  concern, they can reach our Executive Escalation Team at the phone number that
  we provided in the email that we sent them.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 Better
  Business Bureau has given to us to assist our customer. Respectfully,Cox Communications East Executive Resolutions team 

• Initial Complaint

  Date:11/01/2023

  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.

  My brother passed away on *******. He was a customer of Cox Communications who had left him a door tag at his home residence. I promptly responded in making sure that their equipment was returned to a local store and to ensure that their records were updated to reflect my brother was deceased. A bill that Accounts Receivable told me is owed is for services that were charged after he had passed. I have been in touch with Customer Service multiple times and have been forwarded to Accounts Receivable twice. A female whom I spoke with in September in Accounts Receivable gave me an email to send my inquiry to. I mentioned my Executor paperwork and my brother’s death certificate that I could include and she advised to just send an email without those documents and have them tell me what they need from me. This first email was sent on 9-26-23. I called back on 10-11-23 and Customer Service hastily forwarded me back over to Accounts Receivable and this time I spoke with a gentleman who stated that I would need to attach my brother’s death certificate and that I should receive a response to my now second email within 72 hours. I called back again after having zero response after more time lapsed and requested a manager this time to call me back and still never heard from anyone! I then called Customer Service yet again and spoke with a nice gentleman who looked up my brother’s obituary and attached it to a form that he said no one prior had done and he explained that this will be sent to a department that handles deceased accounts and that they would be calling me and no one ever called me! I am done with calling and emailing and being given the run around and want the adjustment of my brother’s bill to be canceled and to have confirmation that this has been taken care of. I want answers as to why no one ever responded! I feel so angry and let down by the way that I was ignored. The stress and grief related to losing my brother and friend has made this time so unbearable!

  

  Business Response

  Date: 11/03/2023

  We are sorry for the frustrating experience the customer has had and appreciate the opportunity to address their billing concerns.After reviewing the customer's account and the documentation provided, we determined the balance on the account occurred after the account holder's passing. Cox can confirm the balance has been removed and there is a zero balance. Should the customer's Executor have any questions they have the Executive Escalations Specialists direct number.Sincerely,Cox Executive Escalations team

  Customer Answer

  Date: 11/13/2023

  Good evening, I just wanted to express my gratitude towards your faithful support in helping consumers like myself to have a voice. I wasn't sure of my outcome in this pursuit but now I can rest knowing that BBB gave me the support I needed when I wasn't able to resolve this issue on my own. I saw that this was closed with status of consumer dissatisfied remarks. I don't think I understood it being necessary to reply when the business responded to my issue and took care of my concerns. I most definitely though am satisfied all because the BBB gave me the platform to be heard and no longer was ignored. Shortly after sending my complaint to the BBB, I received a call from Cox Communications letting me know that they have canceled the bill in question on my deceased brother's account. The representative did not have any satisfactory response to my question about why I never received any prior response from Cox Communications, but she was polite and professional and that is what I wish to remember. Sincerely,***** ****

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on my mother's account. She had an agreed upon contract and now the price is changing. We need a resolution but can't seem to understand the representatives. Also, the contract is running out so we need to head off another cancelation.

  Customer Answer

  Date: 10/25/2023

  The price changed despite the contracted amount.  General rates did not go up.  They errored with the contract

  

  Business Response

  Date: 10/27/2023

  Thank you for the opportunity to address the customer’s
  concerns.We are pleased to report that we were able to extend the current
  pricing for the customer's mother's account (on which the complainant is
  an authorized user) for a period of 24 months at the price point of $180.75
  (taxes included). The customer has additionally agreed to a service
  agreement in order to lock in their rate (excluding potential tax increases in
  the customer's area). Furthermore,
  we have extended the $69.99 rate for the complainant’s personal account for
  another 24 months at the same internet speed. Both accounts have a campaign end
  date of 11/25/2025.We understand that the customer is satisfied with this
  resolution. However, should the customer have any further questions about this
  matter, they may contact our Sr. Customer Care Specialist at the contact
  information provided.Sincerely,Cox Executive Escalation team

  Customer Answer

  Date: 10/27/2023

  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:09/08/2023

  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.

  I was a Cox customer in *******, ** for 12 months. When I moved out of state Cox gave me a new account instead of transferring my service. At my new address, I was alerted that I had already used over 50% of my data limit just a few days into the billing cycle. In the 13+ months of being a customer I had never had this happen before. I cannot see any info from my account at my previous address, so I reached out to Cox support and they said they do not save any info from a closed account. So they can't provide me billing statements or usage details for the past 12 months and there is no way to compare my usage from my old address to my new. The only change is that I moved to a new state and I now use my own modem/router (Cox didn't charge me for their equipment at my old address but they would charge where I live now, so I use my own to save money). I feel like Cox is being very deceitful by claiming I've used significantly more data than I've ever used and refusing me to compare my data over the last 12 months. I spoke with ***** *. and he told me there was not a single other person in the company I could discuss this matter with and the ******* store on ****** **** will not answer their phone.
  
  All I've asked for is my data usage for the past 12 months. I hope there is someone at Cox that can help me because I'm extremely frustrated and feeling taken advantage of.

  

  Business Response

  Date: 09/13/2023

  Dear ******* ?
  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.?
  ?
  ?
  Our Executive Escalation team member spoke with you regarding your Cox account on September 13, 2023, 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 Customer Service department at ###-###-####.?
  ?
  ?
  Best Regards,?
  ?
  COX – WEST ----------------------------------------------?
  The Executive Escalations Team

  Customer Answer

  Date: 09/14/2023

  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:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from a COX representative either the latter part of March 2023 or the beginning of April through mid April 2023. Talking about a promotion of a Master Card $50 which could be used for purchase or to apply to my COX Account. I chose to apply to apply to my COX account, as I did the first time I got a $50 Master Card from COX many years ago, with no problem using towards my COX account.. This time once I received the gift card, I activated it, then I called to apply towards my$50 gift card, each time I was asked by the COX reps. for a zip card *****, It denied, I then gave the zip code *****, ****** **, showing on letter I received with the Master Card $50 was attached, it had been activated and it denied. I would like to also thank ******* (she work in the Billing Dept. in *******) She tried to resolve this matter and she even return my calls instead of me explaining over and over to the different reps I had to speaks to . ******* heard what I had explain over and over and decided to return my calls instead of me having to speak & explain. I was so frustrated and tired. I am 69 years old, a senior and having to deal with this and I wish it was resolved, or will be resolved. I can be contacted at ************, (leave a message, toll number if I have to call back, and a message. If this is resolve I am still requesting the $50 to be applied to my COX account. See Letter from Cox Rewards, POBox ******* ******* ** ***** Thank you,
  ******* ********** ************ ************************** 

  

  Business Response

  Date: 04/18/2023

  It is our regret that the
  customer has experienced difficulties activating their Cox Gift Card.To resolve this issue and in
  accordance with the customer's request, Cox has applied a $50.00 credit to
  their account. The credit will appear on the customer's account within 72
  hours.Again, we apologize for the
  inconvenience caused by this matter, and appreciate that it was brought to our
  attention.Sincerely,Cox Executive Escalation Team

  Customer Answer

  Date: 04/26/2023

   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:04/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a bill from this company, yesterday. It should have been $155.25, instead of $302.10. This is the second time this year, they have gotten the bill wrong. I argued with them back in January, and they had to fix it. They have a tendency to jump themselves, when it comes to this. I had to take the white out to it, to fix it again for the second this year.

  Customer Answer

  Date: 04/17/2023

  To take the red out of it.

   

  

  Business Response

  Date: 04/20/2023

  Thank you
  for the opportunity to respond to the customer’s concern.We are not aware of any billing or payment issues in the
  customer’s area. In summary, the customer's balance of $302.15 on their April 8
  statement is the result of a carried forward balance from their March 8 Cox
  statement. Please be aware that Cox offers a grace period, which is between the
  payment due date and the date of the next statement. In this situation, we did
  not receive the customer's $146.90 payment for their March 8 statement until
  April 12 (four days after their next billing date). As of the date of this
  writing, the customer’s balance is now $155.25, which is due on April 26.In the event that this happens again, and the customer
  believes that the issue is related to Cox, the customer may submit their
  supporting documentation to our Receivables Management team for review so that
  Cox may determine the reason for the late payment. The documentation may be
  sent to ***************. Please allow up
  to three to five business days for a response.For
  further information, the customer can contact our Customer Support team at
  ###-###-####.Sincerely,Cox Executive Escalations Team

  Customer Answer

  Date: 04/24/2023

   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.
  
  
  
  Regards,
  
  **** ******* 
  They got the check sometime last month.

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I disconnected internet services with Cox Communications December 2022. I asked if I owed anything and they told me no that they owed me money. January 2023 they sent me a check for $50.99. A few weeks later I started receiving a robo call from them. ********** stating that I owed an "affiliate" of their company $30. I asked for them to send an itemized bill which they refused to do. They wanted me to contact the affiliate to resolve the matter. I told them to stop robo-calling me and have the "affiliate" to contact me or send an itemized bill. It never happened. They still continue to robo-call twice a week and leave a message. I have the number blocked and filed a complaint with the ** *** **** ******** today. It is Cox communications because they had all of my account information when I spoke with them the 1 time about the supposed $30. I was on a month to month contract with them. My bill was $59.99 a month and when I called in December to disconnect they tried offering me $29.99 a month for a year for the same service. They need to stop harassing me. I enclosed a copy of the last bill which showed the money they owed and sent me.

  

  Business Response

  Date: 04/06/2023

  Thank you
  for the opportunity to respond to the customer’s concerns.We
  would like to inform you that the ACP reimburses service providers for discounts
  provided in the previous month. However, this is only applicable to customers
  who are still ACP customers at the time of their next billing cycle. According
  to Cox records, the customer closed their account on 12/28/2022, and their
  billing cycle ran from 12/14/2022 to 1/13/2023.Although
  this chargeback is valid, because the customer was not informed that service
  must be cancelled at the end of the billing cycle in order to avoid this
  charge, Cox has credited the $30 chargeback as a one-time courtesy to reflect a
  zero balance. This credit will appear on the customer’s account within 72
  hours.We
  apologize for any confusion regarding this matter and appreciate the customer bringing
  this to our attention.Thank you,Cox Executive
  Escalations Team

  Customer Answer

  Date: 04/06/2023

  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,
  
  ******* ********