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

  PO Box 9001079 Louisville, KY 40290-1079

• 

  Cox Communications

  P o Box 9001817 Louisville, KY 40290

• 

  Cox Communications

  PO Box 9001089 Louisville, KY 40290

• 

  Cox Communications

  PO Box 9001088 Louisville, KY 40290

• 

  Cox Communications

  P.o. box 9001086 Louisville, KY 40290

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:09/05/2024

  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.

  cox has done it again yesterday sept 3rd. cox performed a (SO CALLED SYSTEM UPGRADE) i call it a joke (NOT A FUNNY JOKE). today september 4th no wifi. just 5 gh wifi . (I HAVE ZERO USE FOR 5gh wifi (EVERYTHING I USE IS 2.4gh) if cox cant fix this then pay to send me to ************i suffer from ********* ***** ******* and this service is %100 unacceptable. my security system my wifi switches. my google home (TO CALL 911) ill bet my ***** ******* isnt working with no wifi.. cox wants to charge me $75 for fixing my internet cox account number *** **** **********

  Business Response

  Date: 09/09/2024

  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. 
  
  ***** **
  Executive Resolutions
  Cox Communications

• Initial Complaint

  Date:03/20/2024

  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 got the bill from them. I should have been $3 dollar credit, not $23 dollar credit. They did not have my permission to charge me a $20 dollar reactivation fee. This is the third time they have gotten the bill wrong this year. I do not want to be their customer, anymore, because of this. I have written the manager a letter about the issues that I have had with this company this year.

  Business Response

  Date: 04/09/2024

  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 reviewed the accounts and ensured the requested refund amount of $23 was issued to the customer as a courtesy to reverse reactivation fee.
  
  The reactivation fee was charged due to Cox not receiving the customer's payment in time for the past due balance, as a result the customers service was disconnected for non-payment. On March 6th 2024 Cox issued a courtesy credit to reverse the reactivation fee. If the customer still wants to discontinue service we advise that he contacts Cox support  by phone at ************** or online by visiting the Cox official ******* ************
  
  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:01/22/2024

  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 received a letter from this collection agency last Saturday in my mailbox. It came with three mistakes. They mistyped my last name. They did not call me. The amount of the bill should have been $166, instead of $324. My payee mailed them the check, and they should have gotten it before now, thanks to the slow US Mail. I went to the solution store to try to resolve this, but they lied to me. I wrote this agency a nasty letter about this. I told them how I felt about this, and told them what they could with that letter that they sent me. I am not their customer anymore, becuase they can't get the bill right.

  Customer Answer

  Date: 02/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They sent me a bill. It came with $161 credit, it should have been $141. I should not have been charged a fee to reconnected of $20 dollars, due to the following reasons, it did not have my permission to disconnect it, because it took The US Snail Mail three weeks for it to get to them.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 02/26/2024

  We are sorry for the frustrating experience and appreciate the opportunity to address the customer's concerns.

  Cox can confirm the customer's name has been corrected on the account. We have attempted to contact the customer on the number provided, however it is no longer in service. We also attempted to contact the customer by email and has requested for us to stop trying to contact them. 

  Should the customer have any further questions or concerns about this matter, they have our contact information.

  Sincerely,

  Cox Executive Escalations team 

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a bill from them, last Saturday. It should have been $155.50, instead of $302.92. They got the check from my payee, ******* ********* in their mailbox last week. This is the third time this year, they have made this mistake!

  Business Response

  Date: 10/27/2023

  Dear Better Business Bureau,
  

  
  Cox Communications is responding to complaint #2******* Sent on October 16, 2023.
  

  
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  We have attempted to reach out to our customer to address their concerns. Unfortunately, we were unsuccessful in reaching them. If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team by calling ************.
  
  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 Better Business Bureau has given to us to assist our customer.

  
  
  Respectfully,
  

  Cox Communications East Executive Resolutions team