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:09/01/2023

  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.

  I have already resolved this complaint on my own a few days ago. You may close this complaint. Thanks.

  Business Response

  Date: 09/06/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with
  your office on September 1, 2023.
  
  Cox apologizes to our customer for the recent experiences she encountered when
  speaking with our representatives. A Cox Senior Customer Care Specialist
  reached our customer on September 5, 2023, in response to this complaint. Our customer
  indicated that she had since resolved the issue herself on the Cox website. The
  Cox Specialist checked the account and verified that the account issue was corrected.
  
  Cox will review the interactions our
  customer had with Cox Communications and will use this opportunity for training
  and coaching our representatives.
  
  We provided our customer our direct contact information should she have
  additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team

• Initial Complaint

  Date:07/17/2023

  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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/18/2023

  Dear Better Business Bureau,

  Cox Communications is responding to the complaint 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. 

   As for ACP Charge backs, if a customer's data service is disconnected at any time during the month while enrolled in ACP, then a chargeback is applied to their account. Depending on the timeframe of the disconnect, the chargeback may not display on a customer's account until after they receive what they believe to be their final bill.  

  We have reviewed your account and determined the charge you received is consistent with ACP Guidelines. " After Program ends, you transfer your benefit to another provider, or you are de-enrolled from the Program, Cox’s regular terms and rates apply.  You may refer to ***************************************************************************** to review the terms and conditions. 

  Respectfully submitted,
  Cox Communications Executive Escalations Team

   

  Business Response

  Date: 07/19/2023

  Dear BBB,

  This response is in regard to Complaint: *********

  Upon further review of the account, it does show that the ACP benefit was active and added to the account on May 12, 2023.

  Because the customer stated they did not sign up for the benefit, we added credit for the fee thereby, removing the balance from the account. 

  Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity to be of assistance. 

  Respectfully submitted,
  Cox Communications Executive Escalations Team

• Initial Complaint

  Date:07/17/2023

  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 have been receiving the affordable connectivity program (ACP) of $30 a month for several months. I canceled my service in May due to moving across the country, left my equipment at my apartment per Cox's instructions, and paid my final bill. I even received a partial refund from Cox. I have received a bill from Cox for $30 for ending the ACP program. When asked about it they’ve provided no proof in my contract. They claim the ACP has charged them because I cancelled, and that ACP is billing me through Cox. The ACP does not pass on these costs. It is unconscionable to bill someone for cancelling a low income program.

  Business Response

  Date: 07/18/2023

  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, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has
  given to us to assist our customer
   
  Julian
  Executive
  Resolutions
  Cox Communications, West Region

• Initial Complaint

  Date:07/17/2023

  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.

  
  
  Better Business Bureau:
  
  
  First and foremost, thank you for the quick response and assistance. I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********ade repairs to my home, this is a lie. They fixed nothing, i saw the tech replace a small box at the pole on the street and I mentioned that to the manager, and that is when they said I would not be charged due to the repair is at their end, I have several conversation over text with COX communication, it is unjust what they do, I can barely afford their service these days and now they are doing this, and since they are the only service provider here they get away with this fraudulent actions.

  Business Response

  Date: 07/17/2023

  Cox appreciates the opportunity to assist our valued customer. We have
  contacted our customer directly and 
  addressed his concern.  We
  sincerely apologize for any inconvenience.  
  Thank you!

• Initial Complaint

  Date:07/13/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ***********my May bill which was paid by that deposit with money's left over has gone from $148 to $200 exactly? How? There is no explanation of charges just one time service fee. After 8 years as a customer. Where did my $200 credit go if they never sent me a refund?

  Business Response

  Date: 07/13/2023

   

  Dear BBB: 

  Cox Communications Northeast Executive Escalations team responds to BBB case# ********* 

  We have spoken to our customer on 7.13.23 and reviewed the billing history. We provided a $200.00 bill adjustment as of 7.13.23 due to misinformation. Our customer will get an automatic credit notification by our company, in addition to our notification of a resolution in response to this BBB intake. Our customers balance for this July's billing period is now $149.98 in which our customer has been informed. If our customer has any further concerns with respect to this manual adjustment our team can be reached at 1.877.846.1981 M-F. We appreciate our customer's patronage and glad we could assist accordingly.

  Respectfully, 

  The Northeast Executive Escalations team

   

   

• Initial Complaint

  Date:07/10/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/10/2023

  Dear BBB: 

  The Northeast Executive Escalations team responds to BBB complaint **********

  We have spoken to the customer and resolved the billing issue to customer's satisfaction. The customer has our contact information in the event of any further assistance.

  Respectfully, 

  The Northeast team

• Initial Complaint

  Date:06/12/2023

  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 have been receiving the affordable connectivity program (ACP) of $30/month. I canceled my service in May, returned my equipment and paid my final bill. I have received a bill from Cox for $30 for ending the ACP program. When asked about it they’ve provided no information on it or proof in my contract. How can you charge someone money for ending a low income program. ACP confirmed that they do not charge fees. Unacceptable

  Business Response

  Date: 06/12/2023

  
  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 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. 
  
  Karen S.
  Executive Resolutions
  Cox Communications, Southwest Region
  

• Initial Complaint

  Date:05/11/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****his as it wasn't always this way.
  When I told them I couldn't return in person or couldn't afford to pay postage ... I basically was told that my credit would be hurt and that I would be taken to court if I did not return equipment or pay for the same.
  
  No one ever gave me a chance to return before they changed their policies.... Like I said.... I had been a customer for over 30 yrs and they screw people over this way?
  
  How many other people have been made to pay a high price for equipment they couldn't physically return or could not afford to have shipped? Then threaten to send a bill they know you can't afford for not returning same ...
  
  I'm too old and health is also an issue .... not sure its fair to be asked to handle stress like this

  Business Response

  Date: 05/15/2023

  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 May 11, 2023, and we made arrangements to manage the disposition of his stranded equipment
  and we believe he is satisfied with 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:05/08/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********ook possession of, or used.

  Business Response

  Date: 05/09/2023

  We apologize for this frustrating experience and appreciate the
  opportunity to address their concerns.

  After reviewing the customer's account, we can confirm that an
  equipment research and loss form was submitted for investigation. Because the
  customer claims to have never received the device, we have placed it in lost
  status in order to resolve this issue. As a result, the customer has received a
  credit of $125.00 that will appear on their account within 24 hours.
  

  We apologize for not updating the customer sooner, and we will
  continue to look for ways to improve the customer experience.
  

  Sincerely,
  

  Cox Executive Escalations
  Team