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:09/12/2022

  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 was approved for the affordable connectivity program on July 31, 2022 and I provided cox with all the information I was supposed to give them so they could apply the credit to my internet bill . They told me they would apply it the following month which would've been this month but they failed to. I can't get any help from them even after sending them the email saying I was approved and I get the run around with their online chat agents. I've saved my chats with them and can prove that I was lied to twice and promised that the issue was fixed when it hadn't been. I'm very angry about thus and now have a bill this month that should've been significantly less if this company had only followed through and I've given them everything I can to prove I was approved and qualified for not only the program but I live on tribal lands and was approved for the extra credits for that as well. I've tried my best to get them to help with no luck and just lied to repeatedly which I have the saved conversations to prove what they said. I just want them to acknowledge my acceptance into this program, apply the credits to my bill like they promised over a month ago, and I want this latest bill to be erased since I never would've gotten this bill if cox had simply applied the credits I'm qualified for and approved for.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Cox made attempts to reach Mr.****** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should he wish to discuss this matter further, they can reach a Cox representative by calling 1-844-261-1300.
  
  Cox Communications
  1-844-261-1300

• Initial Complaint

  Date:08/30/2022

  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.

  Cox was supposed to be upgrading my router, my current router looks brand new and works perfectly. I did approve the upgrade thinking it might give me better speeds having a newer router that isn't 4 years old. Cox instead sent me a busted up very used router that looked like someone dug it out of the trash, it was filthy- not even clean or wiped down. It looked like someone kicked it all over the concrete ground, it has many dents, visible chips and scratches all over it. AND THEY WANT TO CHARGE ME FOR THIS'! Oh no, I called them, experienced unreasonable agents, and the representative I talked to wouldn't have UPS comeback to get it- they refused to let me return this equipment. This is dishonest.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/14) */
  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 reviewed our customer's account and confirmed the equipment has been successful removed and returned from the account as of August 17, 2022. We are very concerned about the condition the equipment was received in, and while we do complete inspections of equipment, we realize that we have fallen short with our customer's equipment we provided.
  
  In reference to possible future upgrades, we do provide a retail option where our customer can visit our Local Retail Store and pick up upgraded equipment. This will provide our customer with the option of viewing the equipment before accepting it, to verify the condition the equipment is in. The address for the Local Cox store is 2410 SW 27th Ave, Ocala, FL 34471.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service-oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer.

• Initial Complaint

  Date:08/17/2022

  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.

  I applied for the Affordable Connectivity Program, and received an email on Aug. 6, that I had been approved. The email instructed me to contact a participating provider, which is Cox Communication, and give them my ID number to initiate the benefit. Cox admittedly refuses to assist in taking the number, since it was not done through the Cox website. I am a senior citizen, not on any government subsidized programs, so I applied directly to ACP with my tax forms. I have called Cox six times, each time being told something different, and was hung up on twice. The last agent I spoke to informed me unless I reapply through their website, there was nothing he could do for me. At that point I reached out to ACP support. I was told that they had had several complaints from Cox customers about the same issue. They also addressed some of the other misinformation that Cox was giving their customers, two of which is that the ACP does NOT contact your internet provider with your ID number, and that reapplying will just get your application thrown out, since it has already been approved. Cox, while endorsing this program, has clearly made it unattainable for customers like me. This very complaint was made with BBB, by another Cox customer on 6/28/2022, and immediately resolved in their favor. I expect no less!
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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 as of 08-25-2022 the ACP benefit was applied to the account.
  
  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.
  
  
  Consumer Response /* (3000, 7, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I understand Cox's mission is to provide exemplary customer service, that was certainly not my experience in the three weeks I dealt with them. (As noted in my original complaint) At one point, during all these phones calls to the business, I even asked to speak to a member of the Cox Communication executive escalation team, however that wasn't honored. It wasn't until I filed a complaint with the FCC on 8/17, did I hear from one of their escalation team members a day later. This woman, Jennifer, is the sole reason Cox approved my ACP application, even though the ACP had already approved me. I am a 75 year old female who had to struggle with finding an app to scan my tax documents and then try to submit them. I tried twice, only to get a "couldn't verify my information, because it didn't match the document type selected". I reached out to Jennifer, and she emailed a member of the ID.me escalation team, AJ. AJ quickly figured out that Cox was requiring my 1099 SSA form, instead of the 1044 I was submitting, which is what the CAP had asked for when I submitted my application to them. Cox approved me immediately, and I reached out to both Jennifer and AJ to thank them for their assistance. If Cox wants to provide access to this government subsidized program for their customers, may I suggest that they train their employees on the application process, and make the site more customer user friendly for low income SSA recipients.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  
  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 as of 08-25-2022 the ACP benefit was applied to the account, in this response the customer is repeating the information that was provided to Jennifer with this team, we have already recorded the customer's concerns and address the issue, we again apologize for the situation that occurred but at this time we have done our best to correct the matter and this has been resolved.
  
  again, 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.
  
  
  Consumer Response /* (2000, 11, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept that this has been resolved, however I do not accept the backhanded apology. I do thank the BBB for their assistance in this matter.

• Initial Complaint

  Date:08/08/2022

  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.

  I was approved for Affordable Connectivity Program through Government website and unfortunately Cox is forcing folks to go through another process which is ID.Me. I am disabled and not computer fluent and this process is very confusing and shouldn't have to be done. I was also told months ago by Cox's reps that I am approved and it will be on the "next months" bill. Then the next month comes and I get charged. I am on Cox's Connect Assist program so have already verified I am low income so why are they asking me to apply on this very confusing ID.Me site? Cox reps are not equipped to handle the "how to's" and say to contact ID.Me's help service which is a joke. So now I am still not "approved" with Cox but the government is saying that Co is the benefit provider. This sounds like a scam and it is very very stressful. .
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/24) */
  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
  
  
  Consumer Response /* (2000, 10, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do accept the response and would also like to thank the BBB for their help. Cox did reach out to me and told me that I am now approved for this government program. They also said they will be contacting me in one month to ensure that the credit gets applied.