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

  2240 N Rock Rd STE 101 Wichita, KS 67226-2300

  
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  Cox Communications

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
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  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  
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  Cox Communications

  900 Hayes Dr STE B Manhattan, KS 66502-4394

  
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  Cox Communications

  2556 N Maize Ct Ste 102 Wichita, KS 67205-7352

  

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:09/10/2022

  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.

  5 years ago I used cox communication. I paid my final bill and gave them back their box like instructed to do from the lady I spoke to. Since then( 5 yrs) ********************************************************************************************************************************************************************************************************************************************************************************** I went to my bank and they said Cox communication is on my report now so o can't get a loan. They have messed me up completely. . Why all of a sudden after 5 yrs do I owe them money. I called them and they won't take it off. My bank lady said that they don't want to pay to get it off. This is messed up. I've always have followed the rules and I always end up getting *******. Its not fair. I shouldn't have to pay it again 5 yrs later.

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/15) */ We want to thank the customer for taking the time to file her concern. In receipt of this complaint, Cox spoke with the customer on September 13, 2022, after review of the account information associated with this complaint, we could not confirm the customer had returned the assigned equipment on file. We removed the equipment and placed it in lost status. Any remaining charges are for services rendered. We sincerely apologize for any inconvenience caused. Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). Thank you. Cox Communications Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't except it because this is their mistake not mine.I think this isn't right for me to pay again 5 years later. I did exactly what they asked of me. They shouldn't do this to people. Business Response /* (4000, 9, 2022/09/23) */ We want to thank the customer for taking the time to file her rebuttal. In receipt of this complaint, Cox Communications has not changed its position in this matter. You reached out to Cox on Sept 20, 2022, with a response that Cox had not tried to contact you prior to your collection's notice. We reviewed several methods of contact and emailed that data to you without response. We regret that your experience was not a good one and apologize for any inconvenience caused. Thank you. Cox Communications Consumer Response /* (4200, 11, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was taken care of years ago. It's not my fault someone didn't document it on your side. I will not pay you again. My phone number has not changed **********************************************************************. Why all of a sudden I owe you money. You people are lying. This is unprofessional And unexceptable of a business. I did what I was instructed to do. Business Response /* (4000, 13, 2022/10/04) */ We want to thank the customer for taking the time to file her rebuttal. In receipt of this complaint, Cox Communications has not changed its position in this matter. We tried to reach out to you on September 30, 2022, and again on October 3, and 4th, without response. Your last BBB complaint was that the collection's attempts should have been taken care of a long time ago. During this time, the debt was assigned and reassigned to several different agencies. We reviewed several methods of contact and emailed that data to you without response. It is possible your credit report wasn't affected during the assignment/reassignment periods. You noted you had returned equipment to a location that is not a Cox retail location, therefore, in good faith we removed the equipment as lost. We regret that your experience was not a good one and apologize for any inconvenience caused. You can certainly reach out to the agency or to Cox for a settlement as this debt is currently assigned. Thank you. Cox Communications Consumer Response /* (4200, 15, 2022/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already paid it and did exactly what I was instructed. Business Response /* (4000, 17, 2022/10/14) */ We want to thank the customer for taking the time to file her second rebuttal to this complaint. In receipt of this complaint, Cox Communications has not changed its position in this matter. We tried to reach out to you on September 30, 2022, and again on October 3, and 4th, without response. Then again on October 12, 13, and 14, 2022,respectively regarding this complaint by telephone and email without response. Generally, it is important to converse to establish reaching middle ground in a resolution. In your recent BBB complaint, your dispute was that the collection's attempts should have been taken care of a long time ago. Cox doesn't dispute that. The account was placed in write off June 10, 2017. During this time, the debt was assigned and reassigned to several different agencies. You say that you had taken care of and it is the company's fault your account wasn't documented correctly. The location that you told the company you returned Cox rental equipment to on September 13, 2022, does not exist. There is only 1 (one) Cox retail location in that market and it is not *********. So, as not to dispute what we were told, the equipment in question was removed from your account in good faith. We reviewed several methods of contact and emailed that data to you without response. It is possible your credit report wasn't affected during the assignment/reassignment periods. We regret that your experience was not a good one and apologize for any inconvenience caused. You can certainly reach out to the agency or to Cox for a settlement as this debt is currently assigned. Thank you. Cox Communications

• Initial Complaint

  Date:09/06/2022

  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.

  On 7/26/2022 I moved out of an apartment and left a modem/router, company provided equipment, at the residence per instructions by the apartment. According to their agreement with the company the equipment gets passed on to the new resident. Cox has charged me for the equipment that is no longer associated with my account and refuses to provide a refund for the *** some dollars. They have even informed me that the equipment has been transferred to a new account but will not provide a refund. I have contacted them three times for the issue and each time they say they will submit a ticket for a refund and then do not provide the refund.

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/09) */ We have contacted our customer and addressed his concern. We apologize for any inconvenience. Thank you!

• Initial Complaint

  Date:08/17/2022

  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.

  My account was charged a fraudulent $** return fee. My bank account had plenty of money it and my bank shows that Cox did not even attempt to process payment. I did have to cancel my card connected to my bank account due to unauthorized activity but with Cox, I set up an ACH withdrawal so that should not have been an issue. I requested Cox to remove the fee and was told it would be taken care of. Then checked my account and the fee is still on and then was told it was denied. No one even contacted me regarding this matter. If I am charged this fee I will file a chargeback claim with my bank if I'm not contacted that a refund was been processed.

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/18) */ We have contacted our customer and addressed his concern. Thank you!

• Initial Complaint

  Date:07/16/2022

  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.

  When I first purchased internet from cox I informed them I would be using my own modem/router because I did not want to pay rent or be held responsible for their equipment. They informed they would not charge me in any way for using their modem/router so I agreed. Around a 2 months ago the router/modem stopped working so I decided to purchase my own. On my last bill I was charged a $****** one time charge/credit. I called cox support to find out what exactly the charge was for, which was for not returning the non-working modem(it took multiple tries to get a real person on the phone, the automated call system they use kept disconnecting the phone call). I was told to return the modem/router to a cox store, which I did and have the receipt as well(no way to upload a pic on my pc at the moment but can do it through my cellphone if needed). The guy at the store informed me refund would be in my account within 48 hours, it has been well over 72 hours and I still have not received a refund. This is unacceptable when I pay my bill it is withdrawn from my account within 24 hours, so I can only assume they have not issued they refund as I tried calling customer support twice but their automated system disconnected the calls, so I am filing complaint here. I needed that money the day I was told it would be refunded, and because I didn't receive it I had to use a credit card to purchase necessities.

  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 6, 2022/07/22) */ We have made attempts to contact Mr. However, we were unable to reach him. Should he wish to discuss this matter further, he can reach us at **************. Consumer Response /* (3000, 8, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already communicated with cox through online chat on their website. I was informed I would be receiving a refund in my bank account within 24 hours. That was about a week ago and still nothing in my account! I just want my money back it feels like I have been robbed by cox i never agreed to pay for the router/modem in any way! They just took it from my account. This is disgusting behavior for a supposed A+ accredited business. Business Response /* (4000, 11, 2022/07/27) */ We have contacted our customer and addressed his concern. We attempted to follow up today, however there was no answer. We apologize for any inconvenience. Thank you! Consumer Response /* (2000, 13, 2022/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally got my money back today, but to say I am completely satisfied would be a lie. My advice to anyone considering doing business with cox communications would be to never enroll in their autopay system. Based on my experience and other peoples complaints I have read about they will charge you for something and just take it from you. The effort to get your money back is not worth the convenience you get with autopay.

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair 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.

  Over the past 1 year, since August 2021, our business internet service has been down on multiple occasions, more so than normal. Recently our business internet was down for approximately 5 hours on 7/12/22 from 12:35pm - 5:18pm, it has also been down several times today (7/14/22) as well. I called Cox earlier today after restarting our modem several times this week alone, and they did a reset from their end to try and fix the slowness issues we were having. They had no answers and said everything looked okay on their end. When I called just now because of the recent outage, I get the same runaround and they just tell me it is an "unplanned" outage and won't give me any explanation, nor any reassurance that they are working to resolve the continual issues. Since I started tracking the issues earlier in 2022, we have had outages on 2/10/22 and 3/15/22 at the very minimum, as I have not tracked every single time.

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/15) */ 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. Gabe ** Executive Resolution Specialist Cox Communications, Northeast Region Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Cox has appeared to fix the most recent outage issue (for the time being), my concern is the number of hours long outages that we have dealt with over the past 1 year - none of which have been the fault of our equipment. I would like to know that we will not continue to have outage after outage. Internet outages in 2022 are unnecessary with today's technology, and they have greatly affected our business in a negative way. I would like reassurance from Cox that they have found a permanent solution to their repeated equipment failures on their end, and that our business will not continue to be subjected to unnecessary internet outages that are outside of our control. Business Response /* (4000, 9, 2022/07/29) */ 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. Our field and plant technicians have found the culprit and rectified the problem. We will continue to work with Ms. ***** to ensure her services are working to their satisfaction. 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 ** Executive Resolution Specialist Cox Communications, Northeast Region

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair 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.

  My son accidently disconnected internet cable from outside the house from the pole. I called July 1st and soonest they could come was July 6th. The rep said to check by Saturday to see any cancelations had occurred. Called Saturday talked to manager and they said they would send a tech out that day to fix internet. Nobody showed up I called back and spoke to manager and the person had lied to me and did not schedule anyone to come out Saturday. *********************************** I have not been able to work due to not having internet. I lost out on working July 3rd, 4th. 5th and now July 6th. I do have an appointment for July 6th. I have lost out on money for my family. Accidents happen and don't think it should take that long to fix your internet when that is what you depend on to make your living.

  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/11) */ We want to thank Regina ******* for taking the time to file her concern. In receipt of this complaint, Cox spoke with Regina ******* and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Consumer Response /* (2000, 7, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cox resolved the situation