Complaints

This profile includes complaints for Cox Communications - NWARK Regional's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications - NWARK Regional

  4901 S 48th St Springdale, AR 72762-8812

  
• 

  Cox Communications - NWARK Regional

  8100 Rogers Ave STE B Fort Smith, AR 72903-5550

  
• 

  Cox Communications - NWARK Regional

  637 E Joyce Blvd STE 103 Fayetteville, AR 72703-6140

  
• 

  Cox Communications - NWARK Regional

  160 Highway 412 E Siloam Springs, AR 72761-4771

  
• 

  Cox Communications - NWARK Regional

  305 W Stephenson Ave Harrison, AR 72601-4201

  

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:06/26/2024

  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 changed from Centurylink internet services to Cox Communications. However, I had continuous problems with connecting and the last couple of months they put my account on an open line which was when I cancelled due to hacking issues (I was not able to manually make the line private). After months of problems I cancelled the service. They continued to bill me. Then they started calling, texting, and emailing sometimes three or more times daily using various numbers. They informed me that I need to return their modem and are charging me for it. They have apparently turned me over to debt collection. I do not have their modem, nor ever have had their modem which is probably why my service didn’t work well.

  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.
  
  Our records indicate that as of November 22, 2022, the equipment in question was professionally installed by a cox technician within the customer home, once left in the home as a part of the install, the customer is then responsible for the equipment, if that equipment is lost. stolen or damage the customer will be charged a non-returned equipment fee, we allow the customer to disconnect the account prior to the returning of the equipment with the understanding that any non-purchased equipment would be returned following the disconnect of service per your service agreement with Cox, at this time we have not received the equipment, and the charge is valid.  
  
  It
  is always our goal to provide our customers with exemplary customer service. As
  a customer service-oriented company, we know that our success largely depends
  on our customers' perception of our employees, as well as our company. Once
  again, we would like to apologize for the frustration that the customer has
  experienced.
  
  We
  appreciate the opportunity that the BBB has given to us to assist our customer.

• Initial Complaint

  Date:06/21/2024

  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.

  For the past few months, my Internet service has been extremely unreliable. Constant outages, from a few minutes, to the entire night. My family has been provided Internet service from Cox for almost a decade now and never have I experienced such unreliable service in the past year. Every attempt to get in contact with anyone, not just a live agent, has resulted in being told the same failed solutions of having my modem reset or following their website for connection status in my area.
  
  I have purchased their new modem two years ago as a supposed fix to my issues, but they still persist. Add this on top of paying almost $100.00 a month for a service that is not what I am supposedly paying for. I cannot get work done at home if I have the constant annoyance of lost Internet access looming over my head daily and on the hour.

  Business Response

  Date: 06/25/2024

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

• Initial Complaint

  Date:06/21/2024

  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.

  They promised a data service they do not provide, which I found out after the contract was signed, they promised that we would have online access to easily update our phones and voicemail. The only way to update our voicemail is to download one of two apps, both of which demand a credit card before use, I added the credit card but the app is a scam and sent me to purchase computer software. The app said it would send a welcome email so that you can cancel the membership within 5 days and not be charged, it did not send the email and now I am concerned that our business credit card will be charged $49.95 for absolutely nothing. I cannot get a human on the phone at cox to help me with this issue, the phone prompts me to use the chat online but this is how I got into this mess with them.
  We are being charged a thousand dollars a month for services they are not properly providing. I cannot even get our voicemail to work. The computerized voicemail they set up messes up our company name and does not have any prompts like it was supposed to, that is why I tried creating the recorded voicemail to begin with. When I set up the account with COX they stated that they could install data lines in our building, it was only after we signed the contract that I was told they no longer offer this service, causing us to spend thousands for another company to install data lines on short notice before opening our business.

  Business Response

  Date: 06/26/2024

  We would like to thank the BBB for the opportunity to
  assist a valuable customer.  Please let me begin with an apology for any
  inconvenience our customer may have experienced. It is certainly not our
  intention to cause any frustration. 
  
  We have 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:03/11/2024

  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.

  My credit card was hacked. I got a new credit card and it's almost impossible to remember and change all automatic payments to the new credit card before the automatic payment occurs. Cox tried charging the old credit card and upon notifying me of this I immediately changed my automatic payment with the new card and had the monthly payment taken off the card THAT SAME DAY. The payment was not late. Cox charged me a returned payment fee of $30. Not only have I never heard of this NO other company has EVER charged me for this instance. I chatted with customer service but they said they are charged a large amount of money and they pass some of that on to the customer. I thought this new administration had lowered fees by these companies to $8? They said they will look into it to see if THEY made mistake. Why would they have made a mistake when they told me the companies rule...when the clients credit card gets hacked and they don't change the automatic payment plan fast enough to the new card they charge you $30. They see an opportunity in credit card fraud to take even MORE advantage of people who got screwed by fraudulent hackers! Nobody does this!!! This is pathetic!!

  Business Response

  Date: 03/13/2024

  We would like to thank the BBB for the
  opportunity to assist a valuable customer.  Please let me begin with an
  apology for any inconvenience our customer may have experienced. It is
  certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to
  address their concerns and have provided a successful resolution. A credit of $30.00 was applied to the account to cover returned payment fee. 
  
  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:03/05/2024

  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.

  I purchased a home under construction on Dec 12, 2023, at ** ****** **** ***** ****** ** ***** I contacted Cox to arrange for internet to be setup within a few days of this. Though I repeadly told the person on the phone I can't do a self install I need the cable ran to my new house they still setup a home install. Then it was the wrong address because ** ****** ** has been here 15+ years, but no matter how many times I said ****** *** they set the account up as ** ****** ** NOT ** ****** ***., I spoke to a man who said it would take 2 days to 2 weeks to get the new address in the system. They then sent a home install person who said you need to get the cable run to your home I don't do that. He said around 12/19/2023 it would take 4-6 weeks.
  
  Long story short they came out about 10 days ago and installed a new com box across the street and placed line under road up to my home. I then scheduled an install for today 8:00-10:00. He was delayed and made it around 11:00. After connecting the house he discovered they never tied the new com box into the main line so even though I have cable under the road, and 100' down the road to new com box it is not tied into the main line. I try to work from home and have been using subpar cellular internet for zoom meetings just getting by. I finally thought I would have functioning internet this morning. The installer said I will note this and when I asked if that would alert anyone he said he wasn't sure and I should probably call. I am tired of going over this story with multiple Cox people over and over. I'm also tied of paying for $100 a month hotspot (my choice) so I would simply have some limited data. My account # *************; service is at ** ****** ***., ***** ****** ** *****

  Business Response

  Date: 03/15/2024

  We want to thank the
  customer for taking the time to file his concern.  In receipt of
  this complaint, Cox spoke with the customer on March 13, 2024.  After review of the Cox records on file with
  the customer we determined construction had completed the tap to deliver
  service to his address, but the installation tech was not able to complete
  installation because a splice had to be adapted at the tap to connect his
  property to the mainline feed. We have a construction request in place that is
  estimated for a 2 (two) week build for completion. The Cox specialist placed the
  installation work order on hold, until this process is completed. She will
  follow up with the customer or he will contact Cox if the build completes prior
  to the estimated completion. We believe the customer is satisfied with the
  results of our research. We sincerely apologize for any inconvenience
  caused.   Should the customer have any further questions about
  this matter, we ask that they contact our Executive Escalations Specialist at
  the phone number provided to them (via voicemail). 
  
  Thank you.
  
  
  Cox Communications

  Customer Answer

  Date: 03/18/2024

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: As requested I want the job completed. Though the person from escalated support has been super helpful, the job is yet to be completed. I know how things fall through the cracks and I don't want to close this complaint out just to later have to file another complaint for the same issue. If I have internet working in my house after 2 weeks I will gladly close complaint. Though this process I have come to find out how disconnected one department is from the next. I will continue to communicate with the escalated support person assigned, but chose not to close this complaint.
  
  
  
  Sincerely,
  
  
  *** ********

  Business Response

  Date: 03/28/2024

  
  We want to thank the
  customer for taking the time to file his rebuttal regarding his concerns.  In
  receipt of this complaint, Cox spoke with the customer on March 28, 2024.  After review of the Cox records on file with
  the customer we determined that construction had completed the tap to deliver
  service to his address, but completion did not take place until March 27, 2024.
  The virtual estimator had the wrong location for the pedestal. This prevented
  the installer completion of the job. The customer was kind enough to provide a
  picture of the tap and the Escalations specialist forwarded that picture to
  construction Once, the error was corrected, the customer was able to get
  service installed and it is working as expected. We believe the customer is
  satisfied with the results of our research. We sincerely apologize for any
  inconvenience caused.  
   Should the customer have any further questions about
  this matter, we ask that they contact our Executive Escalations Specialist at
  the phone number provided to them (via voicemail). 
  
  Thank you.
  
  
  Cox Communications
  

  Customer Answer

  Date: 03/28/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Without filing this complaint I am not sure how many months it would have taken. The escalated customer service provided by Pamela was outstanding in her courtesy and empathy. As I told her this is a real demonstration as to how no one at Cox seems to know what the other contractor is doing. The lack any meaningful communication team to team and that needs to be corrected, but after 4 months I do have internet working and can go back to efficiently working from home. Though this was a newly constructed home the main Cox line was directly across the street.  
  
  
  
  Sincerely,
  
  
  
  *** *******i

• Initial Complaint

  Date:02/22/2024

  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 signed up for internet services with Cox on 2/1/2024. The promotional order I signed up for stated it was $69.99 a month for a 24 month period. I then added on a countour streaming box for $5. I spoke with an agent and they confirmed my price for 24 months would be $75 plus taxes. I received my first bill today for $301. I chatted with Cox online for over an hour and the agent responded that the promotional offer expired. I signed up for Cox 21 days ago. That is not right and the promotional offer was misleading. I have the email from 2/1 that has prices and the promotional offer listed.

  Business Response

  Date: 03/05/2024

  
  We want to thank the
  customer for taking the time to file her concern.  In receipt of
  this complaint, Cox spoke with the customer on February 29, 2024. After review
  of the Cox records on file with the customer we found the promotion originally
  offered was removed in error, when the customer added a streaming device. The
  promotions have been restored and the monthly rate is what the customer
  expected. There is no contractual agreement, so if a rate increase occurs
  during the promotional period, the customer’s account is subject to increase.
  We believe the customer is satisfied with the results of our research. We
  sincerely apologize for any inconvenience caused.   Should
  the customer have any further questions about this matter, we ask that they
  contact our Executive Escalations Specialist at the phone number provided to
  them (via voicemail). 
  
  Thank you.
  
  Cox Communications
  

• Initial Complaint

  Date:01/22/2024

  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.

  On Jan 13, 2024 our fiber internet stopped working. There was a snow storm and every time it snows or heavy rains, our service is interrupted.
  I tried to call but was forced to chat. They could not schedule a service call due to an outage. Our internet went out well before said outage, but they refused to schedule service.
  Days passed. Still no internet. Still no service calls. I have a half dozen transcripts from chats. They stated that it was our fault because of an old modem. They stated I should upgrade my service to avoid a service fee to fix the internet. One rep told me I could upgrade my service to $150+/mo in order to get a new modem.
  Still no service calls. Still no internet.
  I called and they said I could receive see service the following week, which would mean two weeks without internet. We use that for school and work. I asked about a refund and they said it was an issue to resolve after I was billed.
  I called another ISP who could pull fiber to my house two days later - a week before my scheduled Cox service. I decided to do it. We ran out of data on our cell phone plan and had to pay more for that.
  New ISP allowed me to cancel my Cox account. After closing it, they hung up on me. They refused to prorate the internet bill back to 1/13/24. I kept calling back and finally got connected to billing, who informed me that there was nothing they could do as I was no longer a customer. I tried to explain what happened, as no service calls and no internet forced my hand. She cut me off and explained that they will never reimburse me, and that any calls I made would result in the same answer. They refused to let me speak to a supervisor. They refused to connect me to another rep. They refused to remove my credit card from file so they can bill me for January. I tried to log in to remove my card on file and it is not possible. I called again, but was told repeatedly that I am not a customer.

  Business Response

  Date: 01/24/2024

  We would like to thank the BBB for the opportunity to assist a
  valuable customer.  Please let me begin with an apology for any
  inconvenience our customer may have experienced. It is certainly not our
  intention to cause any frustration. 
  
  We have attempted to review the customer's complaint but was unable to locate the cox account with the information provided the complaint does not have a full address for the cox services nor a full contact number once we are able to verify the
  account, we can address their concerns and provide a resolution.
  
  Thank you for your time and consideration.
  
  
  Executive Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:11/20/2023

  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.

  I have several conversations I have recorded. Basically I pay for Internet service that is promised to be reliable and good. Unfortunately, there are very few limited other services offered from other providers in my area. So this company gets my business because I don’t have anything else. Normally it does OK at best but better than anything else I can afford. But I work night shift and for whatever reason I have schedule outages several times per week, so on my off days I like to play games online or watch my streaming services, and I don’t have access to any of them. I have complained And get a four dollar credit for the day. This is not what I’m paying for. I’m paying for reliable service anytime I want I don’t want a four dollar credit I want reliable service. I speak to people halfway around the world who don’t care and I have requested supervisors I’ve requested corporate email addresses, and I just get told no. I also have recorded these conversations , if anybody cares to see them. This company will not make it right and cannot explain why my service goes off-line. This cost me $101 a month and it’s really extortion and a monopoly that I can’t get around. All I’m asking for is reliable service. I don’t know who else has Internet that has schedule outages All the time every night and they don’t even notify me when it’s going to happen. They don’t do that because they don’t wanna admit how much they go off-line and admit to how unreliable their service is. Because I’ve had years of problems here when I first entered into this new contract of paying more money the representative assured me, I would have reliable service and that’s just not the case. I want something to be done, or I want a significant amount of money back, not just four dollars a day that I catch them in the act.

  Business Response

  Date: 11/22/2023

  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.
  
  ******** D.
  Executive Resolution Specialist
  Cox Communications, Central Region

  Business Response

  Date: 12/04/2023

  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.  Our field team went out to investigate issue on December 2, 2023, and have been monitoring the system with no issues. We spoke with the customer, and they stated they will continue to monitor the system for issues. The customer also has my direct number if further assistance is needed. 
  
  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. 
  
  ******** D. 
  Executive Resolution Specialist
  Cox Communications, Central Region

  Customer Answer

  Date: 12/05/2023

  
  
  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. No compensation or remedy was offered for the past instances but I do now have a direct contact if the issues persist. I feel confident we can get this resolved without the BBB if/when the issues arise again.  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:07/24/2023

  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 requested my service be discontinued for 2 reasons, one I can’t afford the monthly and two because we aren’t at the location of service again until July. I was under the impression that it was turned off and that I owed $118.xx. I found out today that they never turned the service off and have continued to charge me for a service I am not using and will not disconnect service until I pay them. Balance now is well over $200. I offered to make payment arrangements for the original $118 but they refuse to accept it because it’s not the full balance. I don’t know what to do at this point.

  Business Response

  Date: 07/27/2023

  We want to thank the customer for taking the time to
  file her concern.  In receipt of this complaint, Cox was unable to
  connect with the customer after several attempts via the phone contact
  provided and email with no response. We believe we have tried to do
  everything within our efforts to resolve this matter.  We sincerely
  apologize for any inconvenience caused.  
   Should the customer have any further questions about
  this matter, we ask that they contact our Executive Escalations Specialist at
  the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:06/14/2023

  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.

  Following the cancellation of service (and a partial refund issued to my bank), Cox is now claiming I have an overdue payment from months after I had already canceled service with them. Only after I spoke to several online reps (several of them just ghosted me mid-conversation) did one tell me that I needed to call a number in order to discuss what the charge was, and even they couldn't totally tell me. This charge was not anywhere on the website for users to be aware of in advance, and all I'm getting from anyone is excuses. It's not a large bill, but charging someone months after service has ended is ridiculous and feels corrupt. This information needs to be somewhere, ANYWHERE on the website. Otherwise it feels like they're just making things up to get a few more bucks from me. I will not recommend this company to ANYONE, EVER.

  Business Response

  Date: 06/16/2023

  Cox's
  Executive Escalations SE Team submits the following response to this complaint.
  
  We
  would first like to apologize to our customer for the negative experience that he/she has encountered, and for any inconvenience that he/she has
  experienced as a result.
  
  A
  Cox Executive Customer Resolution Specialist reviewed our customer's Cox
  account.  The account records show that the customer had the ACP benefit being applied to their account,  within the process of applying for this benefit the customer agrees to have the service in order to be eligible for the benefit, being that the customer did not keep that agreement and cancelled the service, they were  no longer qualified for the benefit and it was charged back to the account, after further review the customer also paid the balance as this was a valid charge the account. 

  We
  would like to thank our customer for being a valued Cox subscriber.  We
  would also like to thank the BBB for affording us the opportunity to respond to
  our customer’s complaint.
  
  Respectfully
  submitted,
  
  
  Cox
  Executive Escalations 

  
  

  Customer Answer

  Date: 06/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This information was not clearly expressed prior to the end of my service with Cox. I paid the $30 only because your company was threatening to send me to collections over it, and that’s ridiculous. The charge isn’t the issue, communication is the issue. Customers should never be surprised months after the end of their service with a new charge. End of story.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/19/2023

   

  Thank you for your feedback we understand your reasons for the rebuttal, and we apology for your experience, during the process of the online application, we share this information on the online application and the customer agrees to accepting and understanding these terms and conditions in the beginning of the process in order to be able to complete the online application.

  Cox’s
  EBB and ACP terms clearly disclosed that you could be billed for a previously
  provided EBB/ACP discount that cannot be reimbursed by the program. As a result, the amount of your
  previously provided discount, $30, was charged back to your account, as we’re
  no longer eligible to receive federal support for this amount once you cancel or disconnect your service. 

  at the time of the disconnect of the account, no charge back had been applied to be discuss, this chargeback doesn’t take place immediately, but instead, typically within a few weeks of removal, so we share the terms of the program prior to the start so that our customers are aware of what to expect if any changes take place after the program is in place. 

  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.