Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 89 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/02/2025
Type: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.
THE PROBLEM IS THE STORE MANGERMENT HAS GAVE ME EQUIPMENT THAT THEY DIDNT SCAN THE EQUIPMENT OUT THE TECH HAD ME TAKE IT BACK TO STORE THEY KEEP TRYING TO OVER CHARGE ME 200 THEY BROKE PICTURES AT MY HOME AND THEY STILL HAVE NOT FINISH THE JOB IT STARTED OCT 31 TODAY JAN 2 I ABOUT TO FILE FOR MY ATTONERY TO TAKE THEM TO COURT BECAUSE THE HAD IT LIKE IT WAS A BUSINESS IT WAS REIDENTIAL SERVICE THEY MADE ALOT OF MISTAKES WHERE I TRY TO BE PATIENT BUT NOW WE ABOUT TO TAKE THEM TO COURT THEY DO NOT RECTIFY THE SERVICE IN A WEEK THEY WILL BE IN COURT
Business Response
Date: 01/07/2025
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. At the time our specialist with the customer it was verified and confirmed the account was active at that time and equipment was online with a good signal. The customer inquired about moving modem to another location and was advised it could be completed but may also consist of a charge to relocate. The specialist went over billing and advised of the past due balance of $95.98 to keep service active. The customer understood and stated a payment will be made to the account to avoid service interruption. The customer then mentioned they needed to end call as they were in a public library and unable to speak further. The specialist has not heard back from the customer since.
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:01/02/2025
Type: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.
In November, I was notified by Cox Communications through an email that my bill would be going up from $381.89 per month to $405.51 per month. On November 20, 2024 at 11 a.m., I called the Cox Communications number (************) and spoke with ****** about maintaining my exact same services but trying to avoid the nearly $24 monthly increase. ****** assured me that my services would remain the same and that he diminished my bill to $394.51 for the next two years, and he asked me to pay a prorated amount of $395.99 on that day, which I did. On December 20, 2024, I received a bill of $424.51. I called into Cox and spoke with ******** at 9:40 a.m. ******** said that she saw the billing error right away and that the $30 increase was due to ****** removing an internet promotion, increasing my internet costs from $90 to $120. ******** said that she didn't have access to the promotion code but would connect me to the retention office whom she said could easily apply the code. **** from the "retention office" told me that he could not recover the promotion code removed by ******. For the next two hours, **** repeatedly put me on hold to speak his boss and the tech department and then dropped my phone call at 11:42 a.m. I called back at 11:45 a.m. and this time got ******* who told me that I was wrong and that ****** was saving me money. When ******* finally looked at his company notes about my issue, he said that there was nothing he could do about the mistake except for maybe the "back office" could give me a call back within 48 hours or maybe they wouldn't. ******* said that he didn't have a boss to speak to, that he was the retention department, and that there was no way I could call the "back room." In short, when I called in to Cox, they increased what was already going to be a higher monthly bill ($405.51) by another almost $20 ($424.51). They made the mistake and then gave me the runaround. I now have a monthly bill that is $30 higher than promised.Business Response
Date: 01/10/2025
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 reached out to our customer to address their concerns and provided a successful resolution.
Thank you for your time and consideration.
Executive Resolution Specialist
Cox Communications, Central RegionCustomer Answer
Date: 01/11/2025
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:11/26/2024
Type: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 upgraded my soeed on October 06 2024 with Cox stealing $50 from my debit card as a downpayment for equipment that was never sent to me. I tried contacting them repeatedly to get it refunded only for them to confirm it was a downpayment for equipment I was never sent and refusing to refund it. Later even trying to gaslight me into letting them keep it as an upgrade fee. Later they fraudulently hit my account with a $30 fee as well as drained the remaining $51 from my account hoping to lie to me and pass it off as an a fake refund of the equipment fee to the bank trying to force me to input my routing and account number into a suspicious website to fulfill the fake refund. $131 total is missing from what I had previously paid they and I want my stolen funds returned to me. I am disabled with and have strokes when I am stressed out by people causing my blood pressure to raise. Even with me begging for them to please stop what they were doing to me mid stroke leaving me in a state unable to move and talk properly they persisted with their unacceptable behavior causing serious damage to my health. On the 22nd they promised to return $101 of my money and to credit back $20 of the $30 fee they should not have been taking only to refuse to do any of the above not even 2 days later. They attempted the same scam yet again where they wanted to steal from my accounts balance in order to pass it off as a refund for the equipment fee ultimately closing the ticket saying the request could not be processed because there is no balance to pull from.Business Response
Date: 12/04/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:11/17/2024
Type: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 sent their high line crew out to service a line on a pole that is on the dividing line between my neighbor and I. It is in a wooded area that has some wild bushes and small trees that serve more as a boundary line than anything. I have no problem that they had to cut and trim some of these bushes tree to work in there. But they cut all these bushes and trees at waist and height and then just left all the trimmings there. It’s more than a pickup load so I gave them a week to come back and pick it up. After a week I called the local office who transferred me to a call center and said someone would be out. After another week I called the local office again and they said they would send someone out. Someone did come but since no one was home they didn’t do anything and left. I called again and expressed my frustration and they said someone had to be there for a technician again. They never knocked on my door or my neighbors when they started all this so I have no idea why someone has to be there. A technician showed up in a van a couple days later and I showed him the area and told him the whole situation. He called his supervisor about it and said someone would be out the following Monday. They were questioning whether or not it was them because they didn’t carry chainsaws only hand saws. My fiance and neighbor both saw them back there working and only them. My neighbor even complained because no one told them they would be working in her backyard but just walked back there and started working. It has been another week and nothing has been done. No follow up phone call or explanation. I don’t even have Cox as a service and I still have to deal with their incompetency and laziness. Once again I have no problem that they trimmed what they needed to so that they can work. But the fact that they couldn’t pick up what they cut shows pure laziness. And now that I’ve had to make multiple phone calls and meet with them with no resolution is infuriating and asinine.Business Response
Date: 12/11/2024
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.Business Response
Date: 12/23/2024
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.Customer Answer
Date: 12/26/2024
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:11/15/2024
Type: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 Cox Mobile and Home Internet service from 3/7/24 to 4/27/24, during which time I had unacceptable service. I called to cancel my accounts, requested to port mobile numbers and returned my internet equipment on 4/27/24 to a Cox store. Cox incorrectly handled the port to **** and it took me over a month to get the issue resolved. It finally required to reinstate my mobile account briefly to port correctly, which they did while I was in the store with **** on the other line. I received email notice at the end of May that I had payments due for internet/mobile, I called Cox and they said it was an error and they would correct it. I then began receiving emails threatening to send me to collections at the end of July. I called Cox again and was assured it was an error and it was being resolved. I received an email at the end of August saying I owed $339.98 to Cox. I went to the Cox store since no one appeared to actually do anything when I had called on those multiple times. The Cox store was able to look into the issue and determined that when Cox had temporarily reopened my mobile account in May to correctly port out my numbers, the representative had reopened both my mobile and internet accounts for an unknown reason and then had failed to close them after the port was done that same day. So Cox had been billing me for those months for an internet account and services I did not have. The store was able to resolve the issue and take care of the bill. However, I just received notice that Cox Communications reported a derogatory remark to the credit bureaus as of 11/9/24. This is over 2 months after the store confirmed they had resolved Cox’s fraudulent billing for account/services I did not have and did not authorize. Contacting Cox is clearly worthless as they can’t correctly do anything and prefer to fraudulently bill and report someone to collections. I demand this be corrected immediately as it is negatively and falsely affecting my credit score.Customer Answer
Date: 11/18/2024
I spoke with two Cox Communications representatives this weekend, one at a local store and one by phone. Both confirmed I have had a zero balance since Cox corrected their false account error in September, and both reps said it appeared instead that there is a credit owed to me. Neither could resolve the collections issue and said to call Cox during weekday business hours. The number of times I have called Cox, and gotten wrong information, been incorrectly advised, and even had them fraudulently reopen and bill me for an internet account I did not have, makes me very unsure that anyone I speak with will actually fix anything.
I am in the process of purchasing a home and this significant hit to my credit score with the fraudulent derogatory remark and collections reporting is impacting my mortgage loan and will impact my closing date if this is not corrected immediately with all credit bureaus and reflected as good standing, removed, noted as Cox’s error, etc.
Business Response
Date: 11/20/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
Date:10/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have cancelled my internet services with cox back in march of 2024 via chat through their app. I was told services were cancelled. They have been taking money out of the bank account every month. Every time I call I get put on hold or mute and they never return. They refuse to cancel my service. I can provide account documentation. I am currently on a call with them and they will not help. They won’t even respond. I’ve been waiting 15 minutes for them to say somethingBusiness Response
Date: 10/29/2024
We want to thank ***** ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with *** *******, and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
Cox CommunicationsCustomer Answer
Date: 10/29/2024
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:09/30/2024
Type: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 recently switched to Cox internet. I work from home and they advertise themselves as having the BEST NETWORK SPEED/RELIABILITY/PRICES in town. For the last month, there has been an outage or some type of issue where my internet has gone out nearly every single day. I had a tech ***** come to my house, who said he forgot his laptop and would be back. He came back later that day telling me that the issue was “probably just an outage that Cox said resolved and it wasn’t” and that everything looked BRAND NEW STILL. He made us feel stupid for asking for a new modem saying he does things everyday he thinks are stupid or he doesn’t agree with but will give us a new modem if we want. I said if he’s confident the issues fixed I’m fine. He said if it happens again call my personal cell and I’ll come back ASAP. It happened the NEXT day. I called his cell, he didn’t answer, his VM was full, and I sent a text that was NEVER ACKNOWLEDGED. It happened again the NEXT DAY, I called him again, same thing. Called cox, who offered me $4 in credits but said they don’t compensate lost wages. I don’t expect them to. I expect them to be as advertised, and to not put my employment of 11 years at risk. I’ve had their reps literally tell me to use a hot spot on my phone if it happens again, which is through T Mobile totally unrelated to cox, and is not allowed at my employer due to not being a secured network. The customer service, as well as the actual product is absolutely unacceptable to a paying customer and something needs to be done about it ASAP. I understand outages happen, but every single solitary day is entirely different. In addition to that I still have not had a tech address a single thing at my house.Business Response
Date: 10/08/2024
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.Customer Answer
Date: 10/11/2024
Complaint: ********
I am rejecting this response because:
no one followed up with via email as asked. No one addressed the billing issues they are requiring I PAY FOR NO SERVICE. On top of that they added billing restrictions to my account AFTER the complaint was made.it is clear we will not agree on a resolution. Please discontinue your ad on television of having the fastest most reliable network in this area.
thank you to the BBB for assisting with at least getting the issue finally addressed, although I’m still being forced to pay for services I never received. When in fact Cox cost me and my partner several days of missed work and occurrences at our employer.
You can close this complaint as unresolved.
Sincerely,
****** *********Business Response
Date: 10/14/2024
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 were unable to provide an agreed upon resolution. We would like to thank Nicole for being a valued cox Customer.
It is always our goal to provide our customers with exemplary customer service. Once again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to successfully resolve.
We appreciate the opportunity that the BBB has given to us to assist our customerInitial Complaint
Date:08/26/2024
Type: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 called to cancel my service on July 30, 2024 at 1734; I have record of this call, which lasted 8 minutes and 24 seconds. During this call, I was asked to verify my name, phone number, address, and PIN number. It was also stated that the call would be monitored or recorded. The woman that I spoke with assured me that the service was disconnected effective July 30, 2024. I then received a bill for $160 (full monthly bill) on August 26th. I was expecting a partial bill due to being 9 days into my billing cycle upon the date of cancelation, but not the full monthly amount, so I again called Cox. The account manager that I spoke with stated that there was no record of me calling to cancel service on July 30th, and repeatedly refused to allow me to speak to anyone else and stated that "they use the same system and would tell (me) the same thing." When I stated that I had record of the call, he responded "go ahead and play the recording of (me) requesting the service to be disconnected." I clarified that it was a call log record, not a recording. He again stated that he would process the disconnect for August 26th. I have record of the call and Cox should have a record as well. I verified all of my information on a line that is recorded by them on July 30th. All charges billed to me beyond that date need to be removed; there was no usage on the account and I was told by their employee that it was disconnected.Business Response
Date: 09/05/2024
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.Customer Answer
Date: 09/05/2024
Better Business Bureau:
The recording of the call was located and revealed that I had requested cancelation of service as described in the complaint filed; subsequently, the charges for dates of service that occurred after my cancelation request were removed from my account. 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:08/23/2024
Type: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.
This is the first complaint I’ve lodged on BBB. I’ve been a Cox customer since 2016. My acct is ******************. If I could afford a lawyer, I would have a case for false advertisement. I signed up online for a promotion to join Cox mobile to receive a monthly discount on my home internet of $14.99 a month. I joined Cox mobile in July. Cox is not honoring the promotion terms promised. My home internet bill has not been discounted although they have told me it would be. I have emailed **************** several times, providing the screenshot of the promotion I signed up for. They’ve repeatedly directed me to call **************. I’ve called a few times with no progress. The time I have wasted fighting to get the promotion promised has been truly infuriating. When it comes time to renew my contract, I will be seeking other service providers. This experience has been incredibly frustrating and disappointing.Business Response
Date: 08/30/2024
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.
******** **
Executive Resolution Specialist
Cox Communications, Central RegionCustomer Answer
Date: 09/04/2024
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:08/15/2024
Type: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.
1. This complaint is from ******** ******* ******, and concerns a former COX Business Systems account. A copy of the original Commercial Services Agreement dated 6/24/2021 is included. (Atch #1) 2. The contract required that in order for the contract to not be automatically renewed, it was necessary to notify COX in writing at least 30 days in advance of the end of the current contract period. The church did provide by first class US Postal Service mail such a written notice of termination dated 04/01/2024 which meets these requirements. (Atch #2) Since the former contract was supposed to expire on 05/24/2024 all of the property belonging to COX was disconnected on 05/23/24. 3. A representative of the church also spoke by telephone with a representative of COX Business Services on 04/30/2024. The substance of that telephone conversation was documented in a detailed Memorandum for Record which is included. (Atch #3) 4. All equipment owned by COX Business Systems was returned to COX by United Parcel Service (UPS) on 05/28/2024. And the tracking number for that shipment indicates all equipment belonging to COX was delivered to them on 05/29/2024. A copy of the UPS receipt is included. (Atch #4) 5. In summary, the church complied with the contract procedures to notify COX in writing that it chose to terminate rather than renew the contract. A representative of the church also spoke with a representative of COX on the telephone. And the church also returned all the equipment which belonged to COX. The church has now received a bill for $504.43. (Atch #5) Since the regular monthly fee for the former service ranged from $243.91 to 243.97 this can only mean that COX has failed to terminate the service in compliance with the church’s legal request. 6. The church is seeking: (a) Written notification that the subject account has been terminated retroactively to the date it was supposed to be terminated; and, (b) Confirmation that the church does not owe COX anything.Business Response
Date: 08/21/2024
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.Matthew D.
Executive Resolution Specialist
Cox Business
Customer Answer
Date: 08/21/2024
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,
******** ******* ******
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