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

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications

  519 Nw 23rd Oklahoma City, OK 73103

• 

  Cox Communications

  217 S Macarthur Blvd Oklahoma City, OK 73128

• 

  Cox Communications

  1906 Eraste Landry Lafayette, LA 70506

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:03/13/2024

  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 have never had an account with them

  

  Business Response

  Date: 03/20/2024

  We want to thank the customer for taking the time to file her concerns. In receipt of this complaint, *** spoke with the customer on March 19, 2024. After review of the *** records on file with the customer we identified account information pertinent to her dispute. We believe the customer is satisfied with the results of our research. 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

• Initial Complaint

  Date:03/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in contact with the loyalty department getting help with my bill to see if there were any promotions that could be applied to my account. They asked would I like to keep the same internet and cable, and I said yes. After they finished and I thanked them, I checked my internet services and saw they were changed without my authorization. Our home had the 300 MB download/30 MB upload, but now it was changed to the 500 MB download/10 MB upload. When I contacted *** back and got the department shuffle, they finally put me back in contact with the loyalty department who then informed me that since my grandfathered plan was touched to lower the bill, there was nothing they could do. I specifically told them originally that I wanted to keep the same internet and cable, and that this change wasn't approved and I wasn't given the full context of what could happen if I tried seeking help with any promotions. I just want my grandfathered plan back since I didn't authorize any changes.

  

  Business Response

  Date: 03/15/2024

  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 reviewed the customer complaint in view of the comment that they specified not wanting to change their services, but we determined after listening to the call that was not the case,  the customer reached out to *** for the purpose of lowering their monthly rate, the agent explained the use of service and how the plan would be optimized for his usage and suggested the plan change lower the bill the customer agreed and never mentioned concerns or the speed changing,  now that the change has been completed the grandfather plan is no longer available to change back to. 

  we assisted the customer pure their request to lower the monthly rate, and during the call the bill was lowered, and the customer ended to call in agreement with the changes. 

  
  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

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At no point was I informed that receiving assistance with lowering the bill would eliminate the the grandfathered plan. It would not have been difficult for the customer service representative to alert me to the fact that receiving assistance would trigger this change and end the grandfathered plan. Also I know its not impossible to go back to the grandfathered plan since we have been swapped back before when a representative has changed us. I rather have an honest response and just be told that *** refuses, not that they can't. While I am frustrated as sin, I wish whoever reads this well and is doing good.

  
  Regards,
  
  *******************************
  
   

  
  

  

  Business Response

  Date: 03/20/2024

  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 had our Executive Resolution Specialist review the account and determined that we corrected the issue as follows: 

  we have placed the customer back on the original plan and we have added the discounts back to the account which will make the bill $218.15 until February 2025 when the other discounts prior to this call will expire (the monthly rate is excluding the possible ACP discount with ACP an additional $30.00 discount will apply). 

  we also reviewed the call and determined the agent did discuss the internet usage but didn't clarify that the reason for the discussion which was to change the internet plan based on usage and we will also send in the feedback for the negative experience as well.

  we truly regret this happening but have now corrected the matter.

   

  Thanks 

   

• Initial Complaint

  Date:03/07/2024

  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 am not certain I have chosen the correct *** location since I have talked them in different ways. The address provided is the communication address on my bill.Beginning in early February, I began communicating with *** via text, chat, phone and email. Prior to February 7, 2024, "*****" told me they could apply promotions to my bill making it $181.99 for 24 months WITH NO CHANGES TO MY SERVICES. When I did not receive the promised confirmation, I reached out via chat (transcript attached.) Another agent, ***** I believe, confirmed that beginning in March, 2024, my bill would be $181.99 for 24 months. I called the following day and was confirmed that that change was indeed being made. When I received my March bill, it is $249.68. I have since reached out to *** multiple time in multiple ways but am told they cannot keep their promise. I have requested phone calls from supervisors and was told that would happen in 2-3 days but it didn't. When I reached out on the 4th day, I was told they had tried but couldn't reach me. I have no missed calls; I have no messages. I've had the same phone number for 25+ years. I've spoken to multiple people in the "retention department" today and have been told 1) nope, can't do it; 2) we can offer you a $15 discount; 3) they can do a wide number of prices but no where near what I was promised; 4) they can decrease my services. My favorite is the retention agent that told me she would transfer me to the help desk and when I asked if they could help me, she said no, they'll probably just put you on hold. I have requested to speak to the retention department via chat but when they "transfer" me, the chat is simply abandoned. Half the people say the see the number on my account; half say they don't. Everyone tells me something different.I want *** to honor their written commitment (see transcript) beginning with my current invoice for the next 24 months.

  

  Business Response

  Date: 03/12/2024

  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. We've made the customer aware that their monthly bill could not possibly be lowered to the requested rate without downgrading services. We've spoken with the customer about the different service options available to lower their monthly rate by downgrading service. The customer opted to not make any changes at this time. We provided the customer with a one-time courtesy credit for inconvenience.
  
  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 ************* Specialist
  **********************

  Customer Answer

  Date: 03/12/2024

  Complaint No. ******** The company's response is not satisfactory and we did not resolve it to my satisfaction. I made this very known to the representative. They are costing me over $1,600 over the next 24 month period but not honoring the price I was promised. I am told I must notify you of this in writing. If this is not satisfactory, please provide instructions on how and where to do so.

  Sent from ********************************* (****************)

  
  

  

  Business Response

  Date: 03/13/2024

  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 reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution. As previously stated, we've made the customer aware that their monthly bill could not possibly be lowered without downgrading services. 
  
  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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer.
  
  Senior ************* Specialist
  **********************

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two iPhones on Sep. 21, 2023, over the phone [call time approx. 5:55pm-7:25pm]. Name of the representative was *****************************. The purchase was made during a promotion that stated that upon the purchase of the iPhone and keeping the *** mobile service for at least three months, I will receive $500 **** Card per phone. I have received the card for one of the purchases but not the second. Sep. 21st was the last day of promotion.I have spoken to *** customer service over ten times, filled out an Escalation Form (twice), I was assured someone would call me within 72hrs, I did not receive any call so I called them after a week, filled out another Escalation Form, this time for a supervisor. I was supposed to receive a call within two to three days, I did not.I was told on more than one occasion that their system shows notes from ******************** for Sep. 21st that two mobile orders were confirmed. I have emails confirming the purchase on Sep. 21st.They seem to be reneging on their word now. I have spent a lot of time on these calls and visits to the store. At this point, they seem to be giving me a runaround. This seems like bad intent to me. I am now requesting BBB to help me resolve this situation and get my $500 prepaid **** as promised.

  

  Business Response

  Date: 03/07/2024

  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. 

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action will resolve my problem. However, they have made promises before and not kept their word. I would like to receive the $500 card before I consider the matter resolved. I have been told it is processing, and then that it has been shipped. Im to receive it in 7-10 business days, starting March 13th, 2024. 
  
  
  Regards,
  
  *********************
  
   
  

  

  Business Response

  Date: 03/20/2024

  We appreciate the BBB for giving us another opportunity to address our customer's concerns.

  We have previously discussed with our customer that the gift card is being requested and processed. On March 8, 2024, we also advised our customer that we are attempting to expedite the **** gift card, but that it could take up to 4 weeks. 

  We have been processing and forwarding email attachments to remain transparent about the steps and where we are in the process of getting this gift card to this card. 

  We remain available if the customer should have any questions and will be happy to follow up with our customer if the gift card is not received after 4 weeks. 

• Initial Complaint

  Date:03/06/2024

  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.

  In January of 2024, *** increased my monthly payment. On February 1st,2024, I told them to disconnect service before next billing cycle. They continued to let the cable run. On March 5, 2024, I called again. I was then informed that I couldn't have service disconnected until I paid February and March bill. They are now letting the next month bill run up. If I'm telling them that I no longer want the service because I can't afford to pay the increase then, why won't they turn it off instead of running up a bill that I definitely can't afford. I was not instructed on February 1st that the bill had to be paid before you can have service disconnected. I think that this is a scam with *** to penalize you for no longer wanting their service.

  

  Business Response

  Date: 03/07/2024

  We want to thank ********************* for taking the time to file her concern.  In receipt of this complaint, *** 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 Communications

• Initial Complaint

  Date:03/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/2/2024 PLEASE HELP GOOD EVENING MY FULL NAME IS ************************ IM HAVING ISSUES WITH MY. NEIGHBOR MY NEIGHBOR IS A FEMALE AGE 61 AND LIKE. TO SMOKE BLUNTS. WEED EVERY DAY *** CABLE HAVE MY NEIGHBOR SHARING AND CONNECTING TO MY *************. HOME SECURITY CAMERA. I CHANGE OUT MY Wi-FI. ROUTER ABOUT 6 TIMES. I PAY *** CABLE MONTHLY. OUT OF MY SSI SOCAIL SECURITY BENEFITS. CHECKS. MY OTHER NEIGHBORS WHO ARE ALSO *** CABLE CUSTOMERS. NOT HAVING PROBLEMS LIKE ME. ALSO. MY ROKU ACCOUNT. IS BEING COMPROMISED.MY. NEIGHBOR AT APT UNIT E-202 IMPERSONATE MY ROKU ACCOUNT FOR A DOORBELL CAMERA. THEY. HAVE A DOORBELL BY THERE APT. THEY ALSO ABLE. TO SHARE MY HULU BUNDLE SUBSCRIPTION. I. JUST. HAD. HULU. TO. CANCEL. MY SUBSCRIPTION. HULU CONTACT PHONE NUMBER IS *************. PLUS I HAVE A **************** POLICE. FILE NUMBER 24-17988. THIS POLICE FILE NUMBER IS FOR MY NEIGHBORS SHARING AND CONNECTING TO MY HOME SECURITY CAMERA. PLUS. THEY ABLE. TO DELETE PiCTURES. THAT. MY CAMERA TAKE PLEASE HELP

  

  Business Response

  Date: 03/08/2024

  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. We have advised the customer to update their user information for streaming services and also changing network password to prevent others from accessing their information. Advised if the issue continued, they would need to speak with their local law enforcement. The customer has a direct number to reach us if further assistance is needed.
  
  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 Region

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I apparently am a victim of identity theft. Cox Communications currently has approximately 8 accounts that are open or are in collections with my name and social security number. I have lived at the same address for 20 years and have never had ***, cable, or internet. This has affected my credit, I am being harassed by collection agencies and affecting my interest rates across the board. I do not have the internet and have spent countless hours on the phone daily with no resolve.

  

  Business Response

  Date: 03/05/2024

  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 reached out to our customer to address their concerns,however, our attempts to reach them have been unsuccessful.  After reviewing the accounts, we have located previously opened accounts that we could possibly be utilizing the customer's SSN from 2019 but have not located any new accounts.

  We do have a process to address fraud accounts and activity on accounts where we can block the information via the website, www.fraud-***.com. Once on the website, the consumer can choose the option "Identity Theft Claim". Once submitted, our fraud team will review all accounts and block any new attempts of new accounts. 

  Thank you for your time and consideration.

  
  

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with *** since November 2019 and have experienced paying for a service I do not receive. I originally signed up for their lowest tier package, I do not recall the monthly amount. I experienced very slow internet. We contacted *** multiple times. Once they sent someone and replaced a part on the telephone pole. It did not help the issues. We continued to repto ***, through their chat features, and one phone call with de escalation. I have received discounts on my bill due to not receiving the internet speeds I pay for but I only get a discount if I call during an outage. I do not get a discount on my bill if there is an outage if I do not call. After a while we gave in and upped our package as *** suggested. We are currently in a package that should problvide 500mbps download speeds, I get between 2 and 15 on a good day. I restart my equipment and my speeds increase to between 150 and 400 but only temporarily. I have attempted to contact *** the last 2 weeks in their chat feature but receive no real resolution. They run a troubleshooter which fixes my service for a while but it goes back down. I have tried asking *** if they are even capable of providing the package I have but they won't answer that question. They have requested I upgrade my equipment so I did, which is how I know what my speeds are in my home, my new equipment let's me test the speed. I tried contacting *** today to escalate my issue and requested a supervisor or higher level employee and they are literally not helping me. About every 10 mins they ask in their chat if I want assistance and I say yes and 10 min later they ask again, essentially ignoring me. Which is ok, I just want the internet I pay for. If they could just talk to me and help me, that's all I want. To get my internet fixed. It's been years of this

  

  Business Response

  Date: 02/29/2024

  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 account and determined this matter has been addressed, reviewing the customer's account they reported in this complaint service-related issues but, no one to resolve the issues, this conflicts what took place on the account the last time the customer had a scheduled technician visit completed at this addressed was 01-13-2021, two cancelled appointments 11-01-2023 and 02-26-24. finally, as of yesterday an appointment has been scheduled for today. in the future before reaching out to the BBB please allow time for *** to address your service concerns, by scheduling a technician to visit the home which for *** related issue this could be done at no cost, and we have technical support available to speak with you 24 hr. /7 days a week.  
  
  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
  

• Initial Complaint

  Date:02/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For about a month now, *** internet has been completely unreliable. It goes out intermittently throughout the day every single day since ***. 31, 2024. I've called customer service, i've chatted with custimer service, and no help. I keep being told the same things that I need a new router or that I need a technician to come out. The problem with this is they charge you $75 if they determine it's not a *** equipment issue and I don't have *** equipment. We use a third-party router and modem 2-in-1 and having them come out would mean i'm automatically paying them $75 whether the issue is resolved or not. I've consulted others in my area and other areas who use *** internet and some of them have had this going on for even longer than I have. This is a real issue and *** does nothing about it. They just give you the same runaround every single time. They are trained not to tell you the truth. I don't see why I should continue to pay a bill in full every month for unreliable internet service. I work from home and have for years. I've never had this many outages on a regular basis as I have since the start of this month. I'm on the verge of losing my job. I don't know what else to do but report this issue. I've done ****** research and I find that people complain about *** a lot but they never fix anything.

  

  Business Response

  Date: 03/06/2024

  Our Executive Escalations team has attempted to contact the customer to address their concerns, but we have not been successful in reaching them. There is no address listed on the complaint and the telephone number is incomplete.  If the customer still requires assistance, we ask that they contact our Specialist at the contact information provided via email.  
  
  Sincerely,
  
  Cox Communications Executive Escalations team

  
  

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told in March of 2023 that the $10 premium tech support fee would be waived for 1 year due to connection issues with my cable service. The fee was waived for March, April, May and June and then it was added back to my invoice without any warning or notification by ***. I paid a total of $80 in fees that were supposed to be waived. I set a reminder to call back before March of 2024 to cancel the tech support, so I would not have to pay the monthly fee and I noticed that the fee was added back onto my monthly statement. I called to have the tech support canceled and requested a refund for the amount that they had promised to waive until March 2024. I was offered $20 instead of the $80 and I requested the full $80. I requested a call back from a manager and I did receive a call and when I asked the manager why the fee was added back onto my monthly statement he avoided my question. He offered to pay $20 and then I requested $80 and asked again why they added the fee back onto my statement the manager hung up on me. The manager told me that I should have noticed earlier that the extra charge was added back onto my statement and that is why they are only offering $20. They told me that the fee was waived for one year and then went back on their word and they are blaming me for not catching their mistake earlier than I did. I still want a full $80 refund for the charges that they promised to waive for 1 year.

  

  Business Response

  Date: 02/28/2024

  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, as of today 02-28-2024 we have applied a credit of $80.00 to their *** account and left them a detailed message explaining the credit.  
  
  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.