Complaints

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

• Initial Complaint

  Date:05/02/2023

  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 ended my service in January 2023 due to relocation, without completing the entire bill month. When I ended my service, no one I spoke with said I would have to pay back the $30 ACP credit, nor did I receive any communication via mail or email saying so. In March I began receiving bills for $30 with no information. Initially, I thought this was just an error since I had paid my final bill and disregarded it. When I continued to receive the bills, I called to discuss what it was for, and this is when I learned that I apparently needed to pay back the ACP credit.
  
  I asked Cox for a copy of my contract stating this, as I wanted proof of this charge before paying it. Cox cannot provide that contract, I have to contact ACP/FCC directly. I called ACP, they don't even have a record that I was part of the program, and even if they had that information, they wouldn't have the contract because that is with the provider. I called Cox back and Cox insists that only the ACP has the contract and that only ACP can provide that or void the charge. I call back ACP and they once again say they don't have it, I don't exist in their system, Cox has to provide that since they were the internet provider billing me.
  
  So now Cox is charging me a $30 bill, threatening me with collections (and thus, fees and a credit score ding that could effect the rest of my life), but they cannot provide proof that I owe these funds. I've spent nearly four hours on the phone, spoken to over 10 different people, and spoken with at least five different departments, and no one is capable of assisting me. Cox is the entity issuing me this bill, Cox needs to either provide proof that I owe those funds or void the charge.

  Business Response

  Date: 05/04/2023

  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 reached out to our customer to address their
  concerns, however, our attempts to reach them have been unsuccessful.  Once we can 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.
   
  Gary L.  
  Executive
  Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:05/01/2023

  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 ACP last November with the internet company COX. Last month they started charging me for the months I got help a d told me I'm not suppose to have it. I don't understand why. Yesterday they sent email that I have been accepted but I have to pay for all the months I had it. Well I just can't. I can't. I live on $957 a month and my rent is $800. They are dead wrong and I tried to straightened out, they said no. I wrongfully obtained it. Really? Hell no!!!! I'm not paying it back. This is wrong.
  My account number with COX is* ****************
  They made the mistake, not me. I am on SSI, ********. They are rude. I need this cleared up as I am trying to get into HUD housing. Please help and thank you. God Bless.
  Patty

  Business Response

  Date: 05/16/2023

  Dear BBB: 

  Cox Communications Northeast Executive Resolution team responds to BBB Complaint ID: ********. 

  We spoke with our customer reviewed the bill and went over the balance and provided an update to the correct bill balance on the statement at the new address. In addition, advised our customer that the ACP benefit did apply on the transfer account. The customer seemed satisfied with the bill review and about the actual bill balance due that updated at the new address. If our customer has any further concerns regarding the bill information our customer was provided our contact information 1.877.320.4335 M-F. 

  Respectfully, 

  The Northeast Executive Customer Resolution team 

• Initial Complaint

  Date:04/12/2023

  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 closed my Cox cable account in 2017. I paid my bill in full and returned equipment. Never heard anything else from them. I recently pulled my credit report and in August 2021, they reported me delinquent in the amount of $698. I contacted Cox and was told my last bill was not paid and no equipment was returned. They wanted a copy of the receipt that I returned which I no longer have after 6 years. I disputed on my credit report and they charged it off and lowered my credit rating. How is this ok? I paid my last bill and returned equipment 6 years ago. I thought this was done because I heard nothing from them for 6 years. I live at the same residence and received no correspondence. I only found out when I pulled my credit report. All I want is this to be removed.

  Business Response

  Date: 04/26/2023

   

  Dear BBB: 

  Cox's Northeast Executive Escalations team had reached out several times and sent an email regarding assisting our former customer in the complaint as noted. We had not heard back from our former customer. RE: BBB Complaint ID ********

  The former customer can reach out to our department M-F 8:30 AM to 5:00 PM. The contact number provided to reach us is: 1.877.320.4335. We look forwarding to go over all and assist accordingly.

  Respectfully, The Northeast Team 

• Initial Complaint

  Date:04/03/2023

  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.

  I qualify for the Federal Affordable Connectivity program. But, in order to put it into effect, I must first purchase new equipment for $179! So, in order for poor people to get the cheaper rate, they have to first lay out $179? Does this make ANY sense?

  Business Response

  Date: 04/04/2023

  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 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. 
  
  Stephanie B.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:03/13/2023

  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'm disputing the amount I owe Cox, that you can't speak to manegment. I originally had signed up with Cox as a result of Covid and my two teenage boys needing internet to go to school when the schools closed down. I got a plan for around 50 Dollars a month around this time there was an emergency broadband credit for 30. I lost my job and Cox had a new program come out 4 months into me being a customer I qualified for there Cox connect program but they would not let me switch because I was already a customer. I tried getting yhrough to manegment and than the emergency broadband endended and acp began. All the while I'm getting food stamps kids get free lunches were on ahcccs state insurance and I qualified for t heir program but was unable to sign up because already a customer
  With in 3 months I acquired a bill of 530 now that I owe cox. I still qualify for their program but now I owe them money and through out this whole time tried reaching management to fix this issue. If I would have been able to talk to management they could have probably recognized that I did qualify for the Cox to assist program which would have gave me internet for almost free and I would not have a bill that was so high of $500 and I cannot pay and they are my only internet provider I am able to use for my address

  Business Response

  Date: 03/15/2023

  
  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.
   
  Karen S.
  Executive
  Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:02/22/2023

  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: 02/23/2023

  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. 
  
  Dani G.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:02/20/2023

  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.

  My family has been with Cox for many years. We recently moved and had our services transferred. Cox will not allow you to transfer services if the account has a balance. The account was paid in full, the old address was disconnected on 12/17 and the new services became active that same day. When I received the bill for January, I was surprised to see "balance transfer from old account" charges totaling about $150! When I contacted Cox to find out where this came from, I was told that it was from the old account and nothing further. When I told the chat rep that if there was a balance on the account, I could not have transferred my services, the rep then refused to assist further, told me that if I wanted answers I had to call, tried to upsell me and then disconnected the chat. When I looked at my account, I found that these charged had been added to the account THE DAY I MOVED! These were in addition to the expected partial month charges for the old address. Even the January bill itself states there was no balance forward, so I am lost as to where these additional fees came from.

  Business Response

  Date: 02/22/2023

  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.
   
  Sharon
  Executive
  Resolutions
  Cox Communications, Southwest Region
  
  

• Initial Complaint

  Date:02/13/2023

  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 disconnected my service with Cox and moved. I contacted Cox about returning the equipment and they said the only ways to return it was to a Cox location or a *** location. I have contacted them repeatedly about being willing to ship the box of equipment to any location they would like. They have been unwilling to accept the return of their equipment in any method except physically taking it to a Cox store or a *** location. I have been told by multiple representatives that shipping the equipment to either a Cox store or a *** location would not be accepted. I have been charged $200 for failing to return the equipment that I am more than willing to ship to any location at my own expense.

  Business Response

  Date: 02/27/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with
  your office on February 10, 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 February 17, 2023, in response to her complaint and provided
  her the mailing address to our local warehouse for her to ship back Cox’s equipment.
  
  We provided our customer our direct contact information should she
  have additional questions or concerns regarding this matter.
  
  Sincerely,
  Cox Executive Escalations Team