Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** cable replaced my main cable box and now some channels dont work. They also deleted my DVR recording feature which I have been paying for for 25 years without my permission. They did this when they replaced my main cable box and then tell me they are going to charge me more money for something I already was paying for. I have spent more time on the phone than any reasonable person would trying to get the service that I pay $230 a month for to work. I need the service that I pay for fixed.

  Business Response

  Date: 06/17/2025

  Dear
  Better Business Bureau:
  Cox
  Communications (“Cox”) is responding to the complaint filed with your office June
  02, 2025, and assigned ID# 23402835
  Cox Communications (Cox”) appreciates the opportunity to
  assist a valued customer and sincerely regrets any inconvenience they may have
  experienced. Providing excellent customer service is our priority, and we
  apologize for any frustration caused.
  Our Executive Escalation Team attempted to contact our
  customer regarding his complaint but was unable to reach him. However, our
  records indicate that Mr. Delk successfully spoke with a Cox representative,
  who reinstated the DVR service at no cost, by using a 24-month discount
  campaign.
  If the customer wishes to discuss their concerns further, our
  Executive Escalation Team remains available at the phone number provided in our
  email.
  Cox is committed to delivering exceptional service and
  ensuring positive customer experiences. Again, we apologize for any frustration
  and appreciate the opportunity to address this matter.
  Sincerely, The Cox Executive Escalation Team

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been with *** business for 12+ years on a auto renew term. Our business closed and the new building tenant continued with *** service at the same location. When I called *** to cancel service due to business closing, they simply said I would have to pay 700$ in cancellation fees due to the auto renew contract. *** offered no options, no help, and no reasoning for the charges even though they were still continuing business with the new tenants. Absolutely crazy being a customer for over 12 years and this is how they treat their customers.

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been forced to cancel my service with Cox Communications for internet service because of their failure to provide consistent and reliable service. I have lost service in the middle of business meetings through remote video, loss of home security, and entertainment that were all part of my service with ***. I have had 24 documented cases of lost service with *** and I was only compensated for only a few because you are required to call and spend 45 minutes of speaking with a live agent for compensation. They make compensation difficult by going through several contacts vs adding service is one step requests through your online account. I have no problem paying for the service I have, but they care charging me an early cancellation fee that they will mail to me in 3 days. I was told verbally it would be around $240. I am forced to cut ties with *** because of loss of signal to my home and should not be charged anything. I should be refunded for all the services I paid for without pushback.

  Business Response

  Date: 04/10/2025

  Dear BBB,
  Cox Communications is responding to the complaint filed with your office on April 8, 2025, with the assigned BBB complaint ID of ********.

  On April *******, A member of the Executive Escalations team contacted our customer in response to this complaint.  The Executive Resolution Specialist apologized for the poor experience they had with the *** service. The Executive Resolution Specialist advised the customer that they were in the second year of the term agreement, and therefore the total charge was $120.00.  Due to all the technical issues the customer mentioned we agreed to waive the early termination fee as a one-time courtesy.

  Our customer indicated that they were satisfied with our resolution. We have provided our customer a direct contact to this department should they have any additional questions regarding this matter.
  Sincerely,

  *** Executive Escalations.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has been changing my internet service prices from $50 to $60 and now $90. What is going on? Why is *** playing with my *** bill? This is not right and I need it investigated please.

  Business Response

  Date: 02/25/2025

  Dear BBB,
  
  Cox Communications (***) responds to BBB complaint ID #******** filed with your office on February 24, 2025.
  
  *** apologizes to our customer for her recent experiences. A *** *************** Care Specialist reached out to our customer on February 24, 2025, in response to her complaint. The Specialist reviewed the interaction our customer had with our representative in January 2025 concerning a change in her rate. The representative advised her that she had a $10 promotion discount that expired,but that she still had a $30 promotional discount on her account.Unfortunately, our representative did not advise our customer that the existing $30 promotion was also going to expire the following month. We will use this opportunity for training and coaching our representative.
  
  Our Specialist applied a new 24-month promotional discount to our customers account and provided her with the end date of when this new promotion will expire. Our customer indicated that she is satisfied with our resolution. We appreciate our customers patronage and look forward to providing her with entertainment and communication services for the foreseeable future.
  Sincerely,
  
  The *** *************** Care Team

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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 have been with *** for over four years I had an issue with my internet for over a year and I got suspended due to this issue from my job then when I spoke to author and he was being rude and very nasty

  Business Response

  Date: 01/23/2025

  Dear Better Business Bureau:
  Cox Communications (***) is responding to the complaint filed with your office on January 15, 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 *** Executive Escalation Team has contacted our customer in response to their complaint. Our specialist was able to connect with our customer and engaged our field team to address connectivity concerns. Random testing of the service both during and since our tech visit has resulted in readings showing no packet loss. The next step will be connecting with our customer, and her workplace IT department when she returns to work in February for further troubleshooting.  
  
  It is always our goal to provide our customers with exemplary customer service. 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 *** Executive Escalation Team

• Initial Complaint

  Date:07/30/2024

  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.

  *** has charged me for equipment that I already returned. This happened to me in May of 2023 and now July 2024. A technician took the equipment and assured me I would not be charged. A couple days later, I received the bill for the equipment. The equipment had to be switched because the *** store gave me the wrong equipment in the first place. I have tried twice contacting *** to resolve these fraudulent charges, but they refuse to help and give me no clear reasoning as to why. In the latest chat they claimed downtime but I responded to every message within 1 minute, while the rep took about 6 minutes to respond.

  Business Response

  Date: 08/01/2024

  Dear BBB: 

  *** Communication's Northeast Executive Escalations team responds to BBB Complaint# ********.

  When we received the information, the account equipment had already been removed off the customer's account, and we found no charges for equipment on the bill statement. We reached out to our customer and could not make contact, therefore sent an email with our contact information in the event of any further concerns. 

  We appreciate our customer's patronage and again apologize for any inconvenience. 

  Respectfully, The Northeast team 

• Initial Complaint

  Date:07/29/2024

  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.

  Constant service interruptions

  Business Response

  Date: 08/14/2024

   

   

  Dear BBB: *** Northeast team is responding to BBB Complaint # ********. 

  We apologize for not updating sooner. We had one of our supervisors at that time of receiving the complaint reach out to our customer and post a credit for the service interruptions.  A credit in the amount of $30.00 was posted to the account as of 8/1/24. If our customer has any further concerns regarding, we did provide a supervisor's contact information and hours. We appreciate our customers patronage and our apologies for the experience. 

  Respectfully, 

  The Northeast Executive Resolution Team

• Initial Complaint

  Date:05/21/2024

  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.

  For years *** was selling us their "high speed" package and we had issues daily with it. Our service constantly disconnected and wouldn't work. We filed numerous reports with them and each time they just attempted to sell us more "speed" or new modems. We eventually purchased a new modem - per their pushing it, nothing changed. When looking for other internet providers in the area, they all told us we could not get their high speed package because our area isn't equipped to receive that speed and could only receive 300mbps. *** overcharged us for YEARS for speed they couldn't actually deliver (1000mbps). The internet connection was god awful and had area outages often, even when there were no outages in the area, our internet NEVER worked and constantly disconnected. There was not a single person I spoke to (and I spoke to well over sixty people in the last year from them) that had any accountability about over selling / over charging us for a "high speed" internet package they knew our area couldn't get. I am enraged that with every issue we had they just tried to upsell us for more "speed". They finally admitted they knew the speed was not possible in the area but said that we purchased the package and they billed us for what "we wanted" - which is not the case. I have screenshots of conversations where they continue to try and sell us more "speed" for an additional monthly charge when they KNEW that it wasn't possible to receive in our area due to the wiring. This is CRIMINAL.

  Business Response

  Date: 05/30/2024

  Dear Better Business Bureau:
  Cox Communications (***) is responding to the complaint filed with your office on May 18, 2024 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.

  
  Our Executive Escalations Specialist has contacted our customer and regarding concerns as they related to their service account and have addressed their concerns. 
  It is always our goal to provide our customers with exemplary customer service. 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 the customer has experienced.

  
  Sincerely, 
  The *** Executive Escalation Team

• Initial Complaint

  Date:05/02/2024

  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 am writing to file a formal complaint regarding my recent experience with *** ******** Services. As an active-duty member of the military, I was stationed in ********* on one-year orders and availed of *** ******** services during my residency there.On or around March 28, 2024, I took the necessary steps to cancel my *** ******** services due to military relocation to *******. During the cancellation process, the *** representative instructed me over the phone to leave the equipment, specifically the modem, at the residence.Despite following these instructions diligently, I have since been repeatedly contacted by three separate representatives from ***, all asserting that I owe a total of $190.00 for the modem. Each time I have reiterated my understanding of the instructions provided during the cancellation call, emphasizing that I was explicitly directed to leave the equipment at the residence.In response, each representative assured me that they would investigate the phone recordings to verify the details of our conversation and promised to provide a resolution within three days. However, despite their assurances, I have yet to receive any further communication or clarification regarding this matter.This ongoing situation has caused significant inconvenience and frustration, as I continue to be notified of an outstanding balance without any explanation or resolution from ***. As a member of the military, I uphold the highest standards of integrity and responsibility, and I expect the same level of professionalism from the companies with whom I do business.I kindly request that *** ******** Services promptly conduct a thorough investigation into this matter, review the recorded conversations, and provide a clear explanation regarding the outstanding balance of $190.00 for the modem. Furthermore, I urge *** to address this issue expediently and in accordance with the principles of fairness and accountability.

  Business Response

  Date: 05/07/2024

  Dear *****************************, 
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business  
  Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank  
  you for bringing your concerns to our attention. Doing so allows us to improve the quality of the  
  service we provide to our customers. 
  
  Our Executive Escalation team member spoke with you regarding your *** account on May 7, 2024, and have provided a resolution for the concerns brought up in your complaint.  
  
  If you have any questions or concerns regarding your account, please contact our ****************************************** at **************. 
  
  Best Regards,? 
  
  ************************;
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

• Initial Complaint

  Date:03/18/2024

  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 cancelled my account with *** in Oct or Nov of 2023. They sent me a final bill of $109.46 and I paid that final bill. They randomly added a $30.00 charge to my account on 01/16/2024 and did not notify me that I had this charge on my account. I was no longer checking the account as I paid the final bill and expected no further charges. On 03/11/2023 I received a credit reporting alert that a collections account had been put on my credit report. I contacted the collections agency and they advised that it was a charge with Cox Communications. I logged into my account with *** and that is when I say that I had a $30.00 charge on my account. I went ahead and paid the balance to resolve the issue and contacted *** via chat and was advised since I paid the balance that they would remove the reporting on my credit report and to just contact the collections agency to let them know so that they can start the process. I contacted ********************* who was handling the collection account and let them know everything that *** had told me. They advised that I needed to wait for everything to clear and they also started an investigation because I was not sent a letter from ********************* about the collections attempt. I called TransWorld on 03/15/2023 and they refused to speak with me because they said *** had pulled the account back and that I was no longer in collections with them. They said that I had to contact *** to resolve the matter. I called *** and they sent me to the collections department, who said that I needed to call the collections agency. My account was transferred to TransWorld on 01/18/2023. *** didnt notify me of the bill and ONLY GAVE ME TWO DAYS to pay it. I have placed numerous calls with *** and numerous agents have admitted it is an error BUT NO ONE IS FIXING IT! I need the credit reporting deleted as this is unethical billing practices and is hurting me the consumer.

  Business Response

  Date: 03/19/2024

  Were sorry for the frustrating experience the customer has had with ** and appreciate the opportunity to respond to their concerns.
  

  Please note that *** is also in receipt of the duplicate complaint which the customer filed with the *** regarding the same issue.
  

  To address the customer's concerns, we have escalated the matter to our back-office team, effective March 19th, for further investigation. We ask that the customer allow 3-5 business days for a response. Following the completion of our investigation, a member of our Executive Escalation team will contact the customer to share their findings.
  

  Sincerely,
  

  *** Executive Escalation team