Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cox Communications

  4771 Bayou Blvd Pensacola, FL 32503-1930

  
• 

  Cox Communications

  9409 W Highway 98 Ste 20 Pensacola, FL 32506-6134

  
• 

  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  
• 

  Cox Communications

  320 Racetrack Rd NW Fort Walton Beach, FL 32547-1554

  

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:05/14/2025

  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.

  Internet continuously goes out. My bill is the same. Their service is awful. I just picked up a new box after my internet went out. Returned home and the internet is still not working. I pay for a service I should get the service I pay for.

  Business Response

  Date: 05/20/2025

  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.

  Senior Customer Care Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:05/07/2025

  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.

  Because of a military move, I cancelled my internet service in March 2025. The representative on the phone said that because I had fiber, the equipment stayed in the home. To confirm this information was true, I also visited my local Cox store in Fort Walton Beach FL and was told the same thing, because I had fiber, the equipment would stay in my home. I recently got a bill for $240 equipment charge so I called Cox communications to dispute the charge. While explaining my situation, the rep on the phone rudely interrupted me so I politely told her, please don’t interrupt me. I assume she hung up on me since she took down my callback number she did not call me back. I called back and spoke to Ansel, who listened to my situation. He apologized for the “misinformation” and proceeded to tell me that if I don’t make a payment of $240, it’ll go to collections and it would affect my credit.
  
  As the customer, I don’t think that I should be responsible for the equipment charge since I was told TWICE that the equipment would stay in the home because I had fiber. I’m also deployed to a remote island in Alaska and I’m no longer the tenant in the home with no access to the equipment. I payed the charges because I don’t want it to affect my credit but if I was told correctly that the router needed to be turned in, I would have complied and done so.

  Business Response

  Date: 05/13/2025

  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 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.
  
  Senior Customer Care Specialist
  Executive Escalations Support Team
  

  Customer Answer

  Date: 05/13/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23299125, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Alexis Vega

• Initial Complaint

  Date:04/29/2025

  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 am writing to express my frustration with Cox Communications due to ongoing billing errors, miscommunication, and poor service as a new customer.
  
  When I signed up, I was promised a specific promotional rate. However, when I picked up my modem, a representative switched me to a different, more expensive plan without my consent. On top of that, the modem didn’t work, requiring a technician visit. Service was eventually established, but my bill reflected the unauthorized promotion.
  
  I also reported a safety hazard — an exposed cable duct-taped across my hallway. As a new customer, I was assured of free installation. However, the technician said there could be a charge. After I hesitated, he offered to “fish” an old wire from the wall, resulting in an unprofessional installation using non-Cox wiring. No charges were mentioned at the time.
  
  My bill then arrived at over $230, instead of the $70 I agreed to. Every bill since has been incorrect. Attempts to resolve through Cox’s app and online chat were exhausting, with chats taking over two hours and the app defaulting to Spanish.
  
  I was promised a $100 and $50 credit to fix the situation. The $100 was applied, but despite assurances, the $50 never appeared. Follow-up calls only resulted in more confusion. This morning, I was informed the $50 credit was denied, despite earlier confirmations.
  
  Today, I spoke with a representative named Dan (ID: 16992) who refused to escalate my complaint, claiming no supervisor existed and suggesting I cancel my account if unhappy.
  
  I feel completely misled and mistreated. I request the following:
  
  Apply the missing $50 credit as promised.
  
  Correct my billing to the original promotional rate of $70/month.
  
  Address the poor installation using improper wiring.
  
  Review all call and chat logs tied to my account.
  
  I have already made a payment of $73.75 to cover the correct monthly charge. I am requesting the disputed $50 be waived immediately.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:04/28/2025

  Type:Order 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 business opened in March of 2020 and needed internet for its operations. Cox business at the time was the only internet provider in the area available. Initially I was pleased with them. It was long after opening I noticed continuous dropped service despite being located right in the heart of town. I sometimes would be without internet for 3 days. I even heard of a bank not being able to operate that was near me. Anyways my lease ended and I elected to not renew and close my business. I was able to cancel my Electric, Water, Insurance, Lease, Accounting Program all with no penalty with the exception of Cox Business. I signed up with Cox 2 months prior to my lease beginning so it auto renewed before I closed leaving me with 10 months of payments from Cox on a service I won’t be using. They do not send out any auto renew notifications so it’s entirely on the consumer to know the fine print. The most frustrating part is they are the only provider so the new company thats in the space will be using them also. They will be out zero revenue by me closing. I don’t understand why they don’t operate like the electric and water companies. If another option presents itself I highly recommend using another company for cable and internet.
  
  Thank you to the BBB for allowing me a platform to inform other consumers of the potential and likely problems they will encounter. It’s pretty clear based on other complaints they only receive the lowest possible ratings.

  Business Response

  Date: 04/29/2025

  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 reviewed the accounts and ensured that the account was disconnect and the Early Termination Fee that had been charged was waived and an electronic refund request has been submitted to return the funds.   
  
  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. 

   

  Matthew D. 

  Executive Resolution Specialist 

  Cox Business

• Initial Complaint

  Date:04/16/2025

  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.

  Internet company is charging me $241 on this bill due and I will not pay it as my plan has always been $61 with all taxes and fees.

  Business Response

  Date: 04/17/2025

  Dear **** ******,
  Cox Communications (Cox) 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 Customer Service department at 800.234.3993.
  Best Regards,
  COX - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:04/09/2025

  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 am writing to file a formal complaint against Cox Communications for failing to process our timely request to cancel our phone service, and for engaging in business practices that appear to violate Florida state law.
  On March 31, 2025 we provided a written 30-day notice to cancel our phone service, in accordance with the terms set forth in Cox’s own service agreement. Despite our notice and subsequent follow-up efforts, Cox has remained unresponsive. The company has neither acknowledged our cancellation request nor stopped billing us for service beyond the 30-day period.
  In addition to their lack of communication, Cox Communications has also failed to provide the required advance notice of contract renewal, as mandated by Florida Statute § 501.165. Under this statute, businesses must notify consumers in writing at least 30 days prior to an automatic contract renewal if it extends the agreement by more than one month. We never received any such notice, and therefore the renewal is not enforceable.
  As such, we dispute any attempt by Cox Communications to impose additional charges or enforce a contract buyout beyond the 30-day cancellation notice we provided. We consider the contract terminated in compliance with both their stated policy and Florida law.
  We respectfully request the BBB’s assistance in ensuring Cox Communications:
  Processes and confirms the cancellation of our phone service
  Ceases all billing beyond the end of the 30-day notice period
  Withdraws any attempt to collect a buyout or early termination fee
  Provides a written confirmation of the final account closure and any billing corrections
  
  We are prepared to provide documentation of our cancellation notice and correspondence upon request. Thank you for your attention to this matter and your support in reaching a fair resolution.
  
  Sincerely,
  
  ******* *******, Practice Manager for Emerald Coast Medical Group
  2120 E Johnson Ave
  Ste 100
  Pensacola, FL 32514
  email: *******[email protected]
  Ph: 850-741-4400

  Business Response

  Date: 04/15/2025

  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 are working to provide a successful resolution. Cox has made the decision to waive any applicable early termination fees for disconnecting their phone lines. However, these services will remain active until these numbers are ported out to the new phone provider. Internet services will remain untouched. 
  
  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. 
  
  Gabe D.
  Executive Resolution Specialist
  Cox Communications, Northeast Region

  Customer Answer

  Date: 04/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23182599, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:03/28/2025

  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 just received two letters from Cox cable that stated I have equipment that I have not returned and if I don’t turn it in I will be charged $50. I have no equipment that I need to return. The equipment I have right now is the same equipment I’ve had over a year. The letter did not describe the equipment that I’m supposed to have so I called Cox Cable. They could not provide me with any additional information and they did not state the equipment that I need to return. Unless I know what Cox is referring to I will be charged $50. As stated above I do not have any equipment that I need to return

  Business Response

  Date: 03/31/2025

  Dear BBB,  
   
  Cox Communications responds to BBB Complaint ID# 23125639 filed with your office on 3.27.25  
   
  We would like to thank the BBB for the opportunity to assist a valuable customer. 

  We apologize for our customer’s recent experience when attempting to have her unreturned equipment charges addressed.  A Senior Customer Care Specialist successfully contacted the customer on March 31, 2025, and assured her that we are not seeing any notifications regarding unreturned equipment. We have advised the customer to contact us should any unexpected charges appear on her bill. We will then take the necessary steps to resolve the issue. 
   
  We appreciate the opportunity to rectify this situation for our customer.  
   
  We provided our customer with our direct contact information should she have additional questions or concerns regarding this matter.   
  

  Best Regards,   
  Cox Communications  

  Customer Answer

  Date: 04/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23125639, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:03/20/2025

  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.

  I had my Cox account set up to use my credit card for Auto pay. The credit card did not go through and I paid the bill with a different card instead. Cox charged me a returned payment fee even though a credit card being declined is not a returned payment. I contacted cox and requested that they remove the fee which they agreed to do, however, the fee was not removed until after the next month's bill ammout was charged through auto pay and was declined again as the amount was $25 higher than expected. The original fee was then removed from my bill and the correct amount of $59.99 was paid, however I was charged a new $25 "returned payment fee" for the failed auto pay that was declined when the card was billed for the incorrect amount. I contacted Cox again and a billing representative advised that he would submit paperwork to remove the erroneous returned payment fee and that my account balance should reflect the correct amount in a few days. The fee remained on the account so I contacted Cox again. I spoke to another billing representative and they advised that the request to remove the erroneous fee had been declined and refused to remove this second "returned payment fee" even though the only reason that the card was declined was because the bill was not adjusted in a timely manner before the auto payment attempt was made. I requested to speak with a supervisor however I was told that there was no further supervisor whom I could speak to.

  Business Response

  Date: 03/24/2025

  Dear BBB, Cox Communications is responding to the complaint filed with your office on March 20, 2025, with the assigned BBB complaint ID of 23093029.
  
  We apologize for our customer’s recent experience when attempting to have their billing concerns addressed.  An Executive Customer Resolution Specialist spoke with our customer on March 24, 2025, in response to their complaint and explained that we normally waive the fee once in a twelve-month period.  However, due to the delay in the credit posting we agreed to apply a one-time courtesy credit to the account to cover the current billing. 
  
  We provided our customer with our direct contact information should they have additional questions or concerns regarding this matter. Our customer indicated that they were satisfied with our resolution.
  
  Sincerely, 
  The Cox Executive Escalation Team

• Initial Complaint

  Date:03/19/2025

  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.

  I transferred my service from my old address at *** ******** *** **** *  Fort Walton to *** ***** ****** **** ****** on 4/2. I took my equipment with me to new location but Cox sent out employees to set up and switch. They billed me $578 for the new service and were to cancel my old service. They did not cancel my old service and pulled $251.43 from my account along with the $578 for the new service. I've authorized my mother on my account so she can help me get it straightened out since I cannot call from work. She spent over 4.5 hours own the phone with them got switched to multiple departments, all gave different stories. Finally a billing person stated she never saw this happen before and would cancel old stop service request and file new one. We were supposed to be credited the $251.43 on new account. This has still not happened. And I just got another bill for cancelled service

  Business Response

  Date: 03/24/2025

  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. 
  
  Dani G. 
  Executive Resolutions
  Cox Communications

• Initial Complaint

  Date:03/10/2025

  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 tried to get Cox Cable to discontinue my account (which took four days) before the due date. Cox goes up on your bill with promotions you don't even know about and the bill escalates every month or so. They kept telling me to make this month's payment and also kept asking to change the service. I made the payment because I thought they would help. They, of course, gave me the run-around and on the day the payment was made, changed my service without authorization. Instead of disconnecting, my husband and I woke up to no phone and less than basic cable connection. This made me spend 346gb on the computer trying to get them to cut off the cable entirely thus giving them extra time to charge me more. I am a Senior on a fixed income and I told them that several times but they continued to control our cable services. I use my phone for medical reasons, they were told that as well but they shut it off anyway. I would not even be able to call 911 if necessary. They have been deceitful in everything they've done. They have Off Shore people who are unable to trace outside of their offices. You have no way of blaming them or proving otherwise. I even spoke to the Executive Resolution Specialist "Cheyenne" and she was more deceitful than all of them put together. This needs to stop! These people are cruel down to the bone, especially to disabled people, etc. This is a billionaire business that keeps getting richer on OUR hard earned money!

  Business Response

  Date: 03/13/2025

  Dear BBB,   
  
  Cox Communications is responding to the complaint filed with your office on March 9, 2025, with the assigned BBB complaint ID of 23041377. 
  
  We apologize for our customer’s recent experience when attempting to have her billing concerns addressed.  A Senior Customer Care Specialist contacted our customer on March 13, 2025, in response to her complaint and successfully resolved the issue demonstrating our commitment to customer satisfaction. We have also documented the customer's feedback regarding communication clarity and employee confidence for review and improvement purposes.  
  
  We have provided the customer our direct contact information should she have any additional concerns regarding this issue.   
  
  Sincerely,  
  Cox Senior Customer Care Team 

  Customer Answer

  Date: 03/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23041377, and find that this resolution is satisfactory to me as long as I receive the returned payment I discussed with Gladys. She was very polite, caring and concerned; I trust that this will occur as she agreed. Thank you Kristen for all of your help. I'm very confident that BBB is here for it's customers quickly and efficiently! 
  
  
  
  Sincerely,
  
  
  
  ***** ********