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:01/18/2023

  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.

  As a 36 year customer with ***, on January 15, 2023 I've contacted *** to remove my ******** from the bill via online chat. This resulted in the initial *** rep lying/scamming me about the costs for my Internet plan upgrade, and phone service. I have proof of the chat via the chat log and when I was transferred to the ******************** they gave me a different and higher cost that was initially promised. They upgraded me from a 250mbps to a 500mbps internet service doubling my initial cost while lying to me about actual cost of the service. They did not remove my TV service at the time and left me without resolve. I've had to contact 5 *** reps and none of them would commit to change my current plan to the original offer. I sure hope they didn't sign me up to some contract as they told me there were no contracts involved. But at this point i cant trust anything they say.Please look at the 5 transcripts I have on my account and explain what is going on with my account and your reps. I'm tried 5 times to get this resolved with each effort costing me ***** minutes at a time.This is not acceptable.Account: ***************** -*****

  Business Response

  Date: 01/19/2023

  We apologize for the frustrating experience the customer had with us. Thank you for the opportunity to respond to the customers concerns.

  Based on our review of the customer's account, we have confirmed that the customer's TV service has been disconnected and their **************** has been downgraded back to ***** Internet Preferred Package (250 Mbps).

  We attempted to contact the customer on 1/19/2023, to ensure there were no outstanding questions or concerns. As the customer was unavailable at the time, we will follow up with the customer again on Monday, 1/23.

  In the meantime, we appreciate the customer bringing this matter to our attention, and we will continue to strive to improve the customer experience.
  

  Sincerely,
  

  *** Executive Escalations team

• Initial Complaint

  Date:01/03/2023

  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 asking *** for help applying the *** discount for many, many months & in fact, pleaded with them for assistance to which they refused & even sent a letter to me, after I filed a complaint with the **** threatening me with legal action, simply for escalating to their ****************** and pleading to speak with a new representative.I made so many attempts and spoke with so many representatives along the way, that it would require dozens of pages to delineate.Briefly, I was told by a *** rep to apply on the *** website. I did & was accepted & given an application number. I was told by them to simply provide this app number to *** & ask them to provide the discount. *** refused & told me that I needed to go through a different process, regardless of what the *** told me to do. I then made many attempts to comply with the *** lengthy process, (which included phone calls and emails and chats for help)but due to glitches with the *** website & then a complicated process on top of this with a data company called I.D.me which were demanding I file more documents, coupled with severe physical pain from a medical condition, I was unable to get through the process. I made more attempts, pleading with *** to accept the application number from the *** website.I explained the physical pain which made this process excruciating.*** didn't care, all they offered was to walk me through it and kept telling me to bring a family member in to do it for me(none available)or a home health care worker, or friend.(None available.)The level of paperwork & scanning & uploading & computer work the process demanded is beyond my *********** just got out of the hospital with another condition adding to the physical difficulties of getting through the process.I recently read the stories of numerous other consumers on the BBB website that have had this exact same issue and they all had it resolved by ***.(EX:8/9/22 complaint & 8/18/22 complaint).Please may I also be granted this help?

  Business Response

  Date: 01/09/2023

  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.
  
  
  We have reached out to you to address your concerns, however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************
  
  
  Best Regards,
  
  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you again for your assistance. In 2022,the *** escalations agent in Corporate that I spoke with numerous times(a woman whose name begins with "T")did not understand the difficulties I was facing getting through the process and was not willing to work with me alternatively.I requested a different agent but was sent back to "T" again, which led to a great deal of distress, it felt as if I was hitting a brick wall.The conversations I had with her led to the attached letter being sent to me, which caused a great deal of emotional distress, *** smeared my character, portraying my extreme frustration from lack of good customer service, and actual physical pain and my pleading for better customer service (with a Corporate business which should be concerned with helping customers) into what they labeled "disruptive"(Please see attachment).They then used this false assertion to threaten possible termination of my much needed service.Due to what I perceive as legal threats against me, stemming from communication with "T", I cannot speak with her again. I am in fear of how my words or distress will be misinterpreted and then used to take legal action against me. This same agent, "T", is the person who just left me a message on my voicemail. Their BBB letter states that they "reached out" to me, but it is by the same exact agent who led to these threats and mischaracterizations against me. A customer who asks for a different Corporate officer to help and is refused and forced to speak with the same person over and over is in itself an abusive situation. *** doesn't have much competition in my area and it is a great deal of energy and work to change providers for such a necessary service as the internet.Typing this is causing physical pain for me and I am recovering from a hospital stay,PLEASE can *** provide a different escalations agent, someone who will please apply this much needed discount. My recent medical issue is causing more need for this discount and *** just sent a letter in my new bill, stating, "the prices for many of our services are increasing and yours may be impacted beginning with your next bill". This agent seems to be the basis of this legal letter against me. It contains threats against me simply for doing what consumers have the right to do, that is to escalate a problem to the Corporate level and not be deterred by agents who refuse to assist and who speak condescendingly to a person who is taking the time to stay with their service, rather than switching. I believe that the lack of competition is why the treatment is so discouraging. I have been happy enough with my internet service, so I find this upsetting and disheartening, that such a simple thing as applying a Federal discount could lead to such vicious treatment. Please assist with a new agent, one that won't encourage a legal letter stating," Our records show that you have engaged in a pattern of disruptive behavior through continued, excessive requests to speak with senior personnel"...etc. *** apparently believes that looking for a Senior officer in the corporation is "disruptive"? I am in need of the *** discount asap due to medical issues, "T" could not accept and refused to accept (these are ***** own words used against me) the fact that I informed her of(in 2022) that I had no-one to assist with this lengthy and confusing process.
  
  I would be grateful for a *** representative to please apply the discount and I can provide an new app number, which is a simple process to attain through the *** website, if needed.
  Sincerely,
  Anonymous . THANK YOU for your assistance, it is appreciated and most needed.
  
  See Attachment/File: *** letter for BBB January 2023 upload.pdf

  Business Response

  Date: 01/19/2023

  Dear *************************,
  Cox Communications (***) is in receipt of your rebuttalcomplaint filed through the Better Business Bureau. 
  
  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful.  Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution. 
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************. 
  
  
  Best Regards, 
  
  *** - ********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18804383
  
  I am rejecting this response because:I reached back out to the agent in good faith, even though "T" was the person that had refused to help many months ago. After numerous attempts I was able to reach her at ************.She again would not accept what I was requesting help with and kept saying the same things to me over and over, the same refusal to help.She said that I 'have to follow the *** protocol" and apply through their portal(the difficult lengthy process through IDme, etc.). That she would "walk me through it", which is the problem, I am not able to do it. She said she was not able to work with me and would provide no workaround. She said she would NOT accept the *** application approval number from me and stated there was nothing else she would do with a "hard NO".This was the response, a "hard NO".She again told me to find a friend or go to a library or Church for help. I informed her again that I had no one available to help, that I had medical issues making this difficult and that I did not belong to a Church to ask for help.*** is recommending religious assistance rather than accepting an application number from the *** program? Other people who filed complaints with the same problems I have were "resolved", I am asking for this same courtesy. I was distressed speaking with her, there was no understanding or assistance, a complete ignoring of the basis of the BBB complaint and after she recommended going to a Church, I could not handle the stress and disengaged the call.
  
  Sincerely,
  
  ********************

  Business Response

  Date: 01/31/2023

  Dear *************************,
  
   Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
  
  Our Executive Escalation team member spoke with you regarding your concerns with Affordable Connectivity Program (***) on April 4, 2022, May 18, 2022, May 23, 2022, and January 26, 2023, we have provided a resolution for the concerns brought up in your complaint. You were advised that in order for us to apply the *** subsidy to your *** account, you will need to visit our website at www.***.com/acp to complete our *** application process.To ensure customers are entering their personal information directly, we are unable to take a paper application and enter the information on your behalf. As well, we have confirmed we do not have the ability to accept the required documents by mail or by fax communications.  
  This process is necessary as we, the service provider, need to confirm customer identity and ensure the discount is being applied appropriately to your account. We also need to inform USAC that you selected to receive your discount through ***. 
  Once youre approved for the program, youll receive a monthly notification when your credit has been applied. Additionally, it may take up to 30 days for the *** subsidy to appear on your bill.  The credit will continue until were notified by the government that the program has ended. Depending on the remaining government funds and the program rules, your credit may be reduced during the last month of the program. We dont know how long this program will last as funding is limited and the program is available nationwide to all eligible internet subscribers.
  
  If you have any questions or concerns regarding your account, please contact our Executive Escalations on **************.
  
  Best Regards,
  
  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18804383
  
  I am rejecting this response because: *********** did not even address the basis of my complaint and continues to tell me the same thing over and over. The agent causes severe distress, she did not try to offer any workaround . I have explained that I am unable to get through the process and also that the *** gave me an approved application number and informed me to provide it to my provider and that they should provide the discount without anything further needed.I have explained to *** the problems, which includes pain (even as I type this) from a recent injury to my arm. *** directed me alternatively to ask for help at a library (it is not safe to enter confidential information into a public computer or provide *************** financial information to a stranger at a library), they suggested I go to my Church (I do not belong to a Church) and suggested a friend or family, neither of which are available (they live in a different State and I should not be forced to provide any of them with my financial information). The process is too physically taxing (causing pain), complicated and I was unable to get through it after many attempts. I have even reached out to IDme and they were not helpful.

  Please can *** accept my application number from *** and apply the discount? I asked for a lifeline discount alternatively and they will not provide that except for phone service.  They have not provided any flexibility in working with me but telling me the same thing over and over, this is the reason I filed the complaint, to ask for help.  Changing providers is just as taxing and difficult at this point and I can no longer afford the service *** is providing without a discount and they have no lower tier of service either to help out with.

  Thank you.

  Respectfully,

  
  Sincerely,
  
  ********************

  Business Response

  Date: 02/02/2023

  Dear *************************,
   Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau. 
  We stand by our initial response. In order for us to apply the *** subsidy to your *** account, you will need to visit our website at www.***.com/acp to complete our *** application process. 
  If you have any questions or concerns regarding your account, please contact our *************************** at ************. 
  
  
  Best Regards, 
  
  *** -********** 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18804383
  
  I am rejecting this response because:

  ATTACHED please find two documents. One shows the Application ID from the National verifier, which screened me fully for the

  ACP.  The second document shows the instructions provided to me after I was approved for the **** it directs me to "Give the provider (***)the following

  information as it appears on your ACP application so they can sign you up: ...(it lists my Application ID number). 

  *** is claiming that my identity needs to be verified through ID.me which includes a confusing and lengthy process which I could not get through and which I am unable to

  make another attempt at due to physical pain. They are demanding many extra steps to prove my identity. This was proven by the government already and they instructed me that all that was needed was for them to accept this app number. It is now expired because *** would not accept it, but I have offered *** to request an updated number from the ACP.

  Thank you.
  

  
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered cable and wi-fi service and Cox sent equipment. I installed it but it didn't work. I called to get service rep. I waited on the phone for several minutes. I also tried to reach someone on the Cox chat. The chat representative scheduled a service rep to come out. I waited at the property for four hours in the cold. Nobody showed up. I then found out from my builder that there was no cable running to my home from the alley where the cable runs. I tried to schedule someone to come out to run the cable to my home, but the chat was cut off. Meanwhile, I called to disconnect the dish service for my rental I was leaving. Dish said they could come out and install the service and scheduled for that week.
  Dish showed up on the day scheduled and installed service in a couple hours.
  I then tried to contact Cox to return their equipment. The service rep tried to sell me service instead of helping me return the equipment and disconnect the service. This was a chat on Cox website. While I was chatting, I got busy at work and got disconnected.
  I then started getting calls from Cox asking for payment for service. They could not even provide me service, the cable didn't exist, so what were they charging me for?
  I took the equipment to the store. I told them about the situation. They received the equipment .one item was missing. I returned it the next day. I called billing to ask for a credit for the unwarranted charges.The representatives passed me around from department to department and all said they could not help me. I was told I need to go to the website and fill out a dispute form. I went to the website, no dispute form. I googled it and there are references to it, but no form. I chatted with someone on chat bot, they said I could not get a credit on a closed account. They suggested I go to the store for help. I cannot with clear conscience pay for a service that Cox could not have possibly provided and they did not provide me an opportunity to get their service.

  Business Response

  Date: 01/05/2023

  
  
  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
  

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  The resolution is satisfactory and Karen was very helpful.

• Initial Complaint

  Date:12/30/2022

  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.

  At the time I signed up for cox internet service I was informed I could change my service anytime and ungraded to unlimited for no additional charge. Now I'm told I will have to spend an additional $20 just to get the next speed up which is not unlimited. Cox has misled me with their pricing changes without notice. I would like Cox to honor their original agreement and allow me to upgrade to unlimited at no extra cost.

  Business Response

  Date: 01/17/2023

  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 she has
  encountered, and for any inconvenience that she has experienced as a result.
  
  A
  Cox Executive Customer Resolution Specialist reviewed our customer's Cox
  account.  The account records show due to the Service agreement the customer can make changes by upgrading or
  downgrading to a different tier of service without incurring an early
  termination fee but unfortunately either upgrading or adding an unlimited plan
  would result in an increase to her monthly rate.
  There may
  be discounts available to make that increase be smaller but I we are unaware of
  a way to upgrade or add an unlimited plan with put raising the cost .
  
  
  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 SE

  Customer Answer

  Date: 01/20/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/14/2022

  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 have 2 Internet accounts w/ ***. The 2nd one was recently added for an AirBNB. I had a tech out to install my router/modem, he said it didn't work and installed a *** router/modem. I contacted *** about the cost of my monthly service and was told I was being charged an additional price for renting the router. I did not want pay an added monthly cost so I purchased one off of Amazon (based on *** criteria) that did not work (after I had to go to the *** store). I then purchased a second router/modem, went back to ***, activated it then set it up at my rental home. I then returned the *** equipment and asked what my monthly charge would be reduced to. I was told that I was not being charged for the equipment, and this after I was told by a *** rep that I WAS being charged. So I made multiple purchases (Amazon and returns and Best Buy), multiple calls/interactions online, multiple trips back and forth to *** to attempt to get my monthly amount reduced. And to add insult to injury, the rental home had multiple devices that needed WiFi account/password that was a nightmare to re-set up with the new information which took multiple phone calls to understand how to reset up the Wifi password. I want what was originally explained to me...that my monthly charge will go down because I no longer am renting the *** equipment. It is unnacceptable to waste a person's time and money in such a way and then not honor the reduction once the *** equipment was returned to the store.

  Business Response

  Date: 12/22/2022

  ***** 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 *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show both accounts have purchased equipment and no charge for rental equipment.
  
  
  We would like to thank our customer for being a valued *** subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations SE
  

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already know that I have my own equipment. The point is I would have never spent close to $300 on new equipment and the hassle of driving all over town for said equipment and the hassle of changing all of the equipment in home to new wifi and I only did this because I was told I was being charged for the rental of the equipment at the **** residence. I have already wasted so much time and money on this issue with still no resolve. I want my monthly charge reduced or I will reach out to ******* as they are now offering services as well.

  Business Response

  Date: 12/30/2022

  We have reviewed both accounts to lower bill monthly rate and at this time there are no promotions available to either account. We do apologize for the inconvenience/experience.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is obvious this company has a monopoly on this area and could care less about actually reading my issues. ******* is available in my area. I wasn't asking about a promotion. I was told by your reps that I was being charged rent for your equipment and so jumped through many hoops (time,money, hassle) to buy my own equipment only to be told that *** isn't charging me for the equipment. It has bee a nightmare to deal with this company.
  
  Now, I am trying to cancel services at ***********************************************, effective March 1, 2023 and to be sent an email confirmation of this cancellation. I am being told by a representative that they can't do this.
  
  This company works in scams and makes the customer jump through hoops. They should be investigated.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox contacted us to offer a free equipment upgrade of our cable modem, indicating that the old one was essentially obsolete. When I called in to arrange the upgrade, I asked if they needed the old modem returned and was told "no". This made sense to me because it was obsolete! When the new modem arrived, there were instructions on how to switch out the device. There was NO indication in the package that the old modem needed to be returned. We donated the old modem to a Goodwill. Now the latest Cox bill has included a $161 (!!!) charge for "unreturned equipment". I have an open dispute with Cox over this charge, but am not hopeful it will be resolved. A Cox rep on the phone said that the charge was justified because Cox sent us an email that contained the instruction to return it, but that instruction was buried in a larger email discussing numerous unrelated things. It is not reasonable to expect customers to read every line of what looks like marketing emails, this seems more like a deliberate attempt to make it more likely that customers will not see the message and Cox can then try to charge ridiculous fees for equipment they likely just recycle or discard.
  Cox's actions in this matter were misleading, the charge is unjustified and exorbitant, and this is not a good business model to retain loyal, long-term customers.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/11) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/11/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They called me, apologized for the situation, and fully refunded me for the equipment. I am satisfied.

• Initial Complaint

  Date:11/02/2022

  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.

  Towards the beginning of September, I contacted Cox to cancel internet services for my parent's house that I helped set up back in 2016. My parent's have had the same modem since 2016. We finally decided to sell the house after my mother passed. That said, when I talked to the rep over the phone, I asked her to confirm multiple times that we did not need to return any equipment as we would be getting rid of everything my father did not need. A couple of days later, I even chatted an online representative to confirm we didn't need to return anything. They confirmed that we did not need to return any equipment and we were all good. That wasn't surprising to me because I was told that we had a very old modem and in fact, the most basic internet package they currently offered had faster internet (because our speeds were so slow and our modem had never been upgraded) and it was even a little cheaper. Before we decided to sell (August), I even considered upgrading but that transaction was cancelled.
  
  September 22nd, 2022 rolls around and I get an email about needing to return equipment now that I've cancelled services. I emailed back letting them know I was told I didn't need to return anything and was told they didn't handle those requests. Since then, I've chatted with multiple people online...half of the time people are telling me they don't see a balance and I assure them I see the $200 charge when I login and I got the bill. Then when they "look into it" more...they do see the charge and tell me to return the equipment. It's been extremely frustrating to have to have so many conversations when I did my due diligence to ensure we wouldn't have to deal with this. It's shocking to me that they can't look back on transcripts and call recordings to get these things resolved and require hours of their customers time on mistakes they made. On top of all of that, half of the time I don't get the transcripts in my inbox when I request it.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Thank you for sharing your experience with us.
  
  Based on our review of the customer's interaction with our agent on 9/9/2022, we have confirmed that the customer was given incorrect information regarding the need to return their Cox equipment. The modem they were using was a rented device and, therefore, was subject to a nonreturned equipment fee. We apologize for this oversight and for the inconvenience that this has caused.
  
  The device has since been received into our inventory and has been credited to the customer.
  
  Cox appreciates that this matter has been brought to its attention. In order to avoid a similar situation from happening in the future, we have shared the customer's feedback with Customer Service Leadership so that the involved agents may be coached accordingly.
  
  Sincerely,
  
  Cox Executive Escalations Team
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate this issue getting escalated and resolved. My hope is that Cox can review calls/transcripts to resolve issues created on their end instead of taking time from their customers to track someone down to help. I've yet to see an adjustment in my statement so I'm guessing that will be in there at some point or I'll receive a paper bill to my new forwarding address. As of today, this is still my most recent bill with the charge on it.
  
  Thank you for addressing this.

• Initial Complaint

  Date:10/14/2022

  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.

  Cox communication billed me $200 in October, 2022 for equipment they said was never
  returned over a year ago. We have no old Cox Equipment.
  It's not appropriate or business ethical to bill someone a year later for equipment they said
  was never returned. We returned all equipment that we used previously.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/31) */
  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.
  
  Karen S.
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (2000, 7, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Cox CommunicatIons worked hard to diligently resolve this issue.
  At this point, I believe the issue was resolved to both Cox and my satisfaction.
  Thanks Cox for providing an excellent solution and to the
  BBB for providing the platform and facilities to resolve this.

• Initial Complaint

  Date:10/03/2022

  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 could not get ACP approval from ID.me or Cox so went directly to ACP & got approved easily with my sons FAFSA info. I let Cox & ID.me know & sent support docs but ID.me wants a pell grant acceptance letter that we don't have & can't get. You can't get anyone to call from ID.me. Feels like a scam!
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/06) */
  We apologize for this frustrating experience. Thank you for the opportunity to respond to the customer's concerns.
  
  On October 3, 2022, Cox received the duplicate complaint that the customer filed with the Federal Communications Commission (FCC).
  
  Currently, our ACP support team is investigating the issue in order to determine the customer's options. Once we receive additional information, a member of our Executive Escalations team will contact the customer.
  
  If the customer has any further questions in the meantime, they may contact our team at the email address provided to them.
  
  Sincerely,
  
  Cox Executive Escalations Team

• Initial Complaint

  Date:09/22/2022

  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.

  Cox is attempting to extort me for $200 for a failure to return equipment. The equipment in question was returned, in perfect working and cosmetic order with all cables, its original packaging to a *** store which provided me with a receipt, which indicates that it was delivered the following afternoon.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/23) */
  We appreciate the customer sharing their experience with us.
  
  Our team has reviewed the customer's account history. Although the equipment in question does not appear to have been returned to our inventory, we have placed it in lost status so that the customer will not be billed for it. Please allow up to 72 hours for the customer's account to reflect a zero balance.
  
  Cox appreciates that this matter was brought to its attention, and we hope to provide service for the customer again in the near future.
  
  Sincerely,
  
  Cox Executive Escalations Team
  
  
  Consumer Response /* (2000, 7, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept that the equipment was lost by Cox in a warehouse or**** during delivery and that the demanded fees and subsequent collection actions will be dismissed. For my own purposes, I will never again return rented equipment without at least one witness and filming of the procedure until it leaves my hands.