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

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

• 

  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

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:11/02/2023

  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 signed up with Cox Communications for cable, internet, homelife/alarm. After receiving the equipment, I didn't realize the homelife/alarm equipment did not report to the police department. The equipment was only monitoring services. When I called to inquire about it, I was told they no longer monitor. I called back to cancel the homelife/alarm/doorbell camera and add another cable box. The rep told me he could place my order for the new cable box and would transfer me to cancel the homelife/alarm. He placed my order and transferred me to another ********* rep advised that she was unable to cancel my order because I had a pending order (the new cable box). She told me, that I would need to call back after receiving the new cable box and then cancel the services. After I received the new cable box, I called to cancel the homelife/alarm and was told to return the equipment to a local store. The local store shared that I would not receive my deposit because it was over ******************************************************** to cancel when I wanted to. He said he would put in a request to get the refund. As of today, I have not received the refund/credit on my bill. The total amount of the deposit was $390. I'm requesting a refund or credit, because I never installed their equipment, and their system prevented me from cancelling when I originally called. I'm attaching my phone bill, to show the history of my calls to Cox Communications.

  

  Business Response

  Date: 11/02/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on November 2, 2023. We reviewed the equipment credit that had been applied to her account and removed the service that she no longer wanted. We believe she is satisfied with our efforts to resolve this matter.  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:10/30/2023

  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 Europe for 5 months from May 10, there was no access to the *** website from there. They have increased my rate by $30.00/month without my knowledge or permission. I spoke with one representative, she could not comprehend the issue and transferred me to "Collections" which had no authority over the matter. Back to billing - another rep told me that they sent an email informing me about the raise. I have not received it. I think, it is not right to charge $50.00 more for five months when I had no saying in it. I would rather had them interrupt the service, which I was not using anyway

  

  Business Response

  Date: 11/01/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and have provided a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  *****
  Senior ************* Specialist
  Executive Escalations Support Team

• Initial Complaint

  Date:10/27/2023

  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.

  On 10/13/23 I initiated the process to transfer my phone number from *** Mobile as I moved out of state and there is poor coverage here. I previously cancelled my internet on 10/6/23 and have no concerns with internet, only mobile. After many phone calls with both just myself and also myself and the new carrier employee while in store the task was not completed. On 10/22/23 I went to the new carrier store for a conference call with *** to get my number transferred. *** then immediately cancelled my service instead of waiting for number to transferred thereby being the only carrier in two decades and eleven states to lose my number. I called 10/23/23 and was on the phone for four hours with mainly Supervisor ****** who said he could reinstate my number with a new account which turned into new internet as well even though they dont provide service in my area. The costs would be over $100 and I questioned why they are charging me for their error. ****** said he would try to contact billing, left me on hold for 15min and then hung up and when I tried to reconnect offices were closed. This is after I gave him all of my personal info to create a new account. I was then billed $37 to a card that is not on autopay nor did I give a verbal to charge the card with thats number. On 10/24/23 I called and no one could tell me why I was charged (I gave confirmation number) nor if I have an active account. Many calls and chats after that and Im still in the same boat. This is truly unprofessional in every way.

  

  Business Response

  Date: 11/01/2023

  Dear ***********************
  
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers. 
  
  
  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful.  Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution. 
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************. 
  
  
  Best Regards, 
  
  COXWest Region 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  I had called the representative who contacted me via phone, as this was their stated preferred contact method, and let them know on voicemail I was working with someone on the issue (this person contacted me after the complaint was made not before); they never responded.

  The representative I was working with has finally resolved the issue and this resolution is satisfactory to me.  

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

• Initial Complaint

  Date:10/25/2023

  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 purchased iPhone 15 Pro on Sept., 21 with a full payment of $1099.49. *** sent the phone on Sept., 25 when I was on vacation. On Oct., 2, I came back from vacation and found that the phone had no physical SIM slot which they did not tell me when I ordered the phone, so I decided to return it. I called the *** and they said I can return within two weeks after I received it. Also, I did not open the phone and did not activate the phone. *** asked me to return to the *** store at ************************* On Oct., 3rd I went to the *** store at *********************************** A staff accepted my iPhone 15 pro and returned it for me. However, three weeks later, on Oct., 24, I called the *** and they said they had not yet got the return. I have to go to the *** store at ******************************. Their manager told me that they forgot to process the return and forgot to cancel my mobile account, so I have not yet got the refund of $1099.49 but got charged from my mobile account. Now I am not sure when can I get my refund of $1099.49 and the refund of the charge from my mobile account. I hope ******************** can be involved in the event and help me get the refund ASAP.

  

  Business Response

  Date: 10/30/2023

  We want to thank ******************* for taking the time to file his concern.  In receipt of this complaint, *** spoke with ******** and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:10/24/2023

  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 am not liable for this debt with cox communications **** I do not have a contract with Credence They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 10/27/2023

  ***** Executive Escalations Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records show the account was disconnected due to non-payment on May 2, 2022.  There are no notes of the customer requesting services to be disconnected.  We have attempted to contact the customer twice regarding this matter.
  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations

• Initial Complaint

  Date:10/24/2023

  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.

  September 25, 2023 Cox Communications In home Cable Installation This is about some disturbing behavior that was exhibited by a *** Cable installer while he was in my mothers house in September. I have an elderly mother who is a widow and lives in *********** in one of the newer neighborhoods off ********* near Bluebonnet. This *** installer did some really inappropriate things. While talking to my mom in her kitchen he opened his pants, unzipped his fly. Then he slowly tucked his shirt back in and eventually closed his fly. He did this while looking into her eyes and talking to her. While he didnt expose himself, he was pretty close to it.. And THEN he kept getting really uncomfortably close to my mom while showing her how to use the remote. Twice her reached around her and attempted to rub her back. He would start running his nails up and down her back. She kept pulling away and she was terrified. I took my mom to *** on ************. and spoke to the manager. She Said she couldnt do anything about it .but she gave us a number and said to push #2 option to file a complaint. It turns out the phone number and extension was for technical assistance!!! Eventually after multiple times trying we were rerouted to customer service support in a foreign country. The woman we spoke to had a hard time Comprehending what we were trying to do and the complaint we were trying to file.. Ridiculous and insulting. We were eventually abl to file a complaint -supposedly and we were told there would be an investigation and we would get to learn the outcome . She also said mom would be contacted by a *** representative in 48 hours. NOTHING! NEVER GOT A CALL, *** totally ignored the situation and for all I know this creep is continuing to go in peoples houses. M mother is terrified this this guy who now has the code to get into her gate and her neighborhood is going to come back. I cant believe *** didnt take this seriously.

  

  Business Response

  Date: 10/27/2023

  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.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
  
  Thank you for your time and consideration.
  
  ********************
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:10/17/2023

  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.

  Since June 2023 I have been having problems with my cable, phone, and internet service. I have put in complaints within the company over and over again. They either send a tech out that screws everything up even further or when you call they it's a wide outage in my neighborhood and it is being worked on. Which it never is. I have to pay $40 a month for *** Basic Cable to my apartment complex ****** Village. And I'm being charged a whole lot through *** for my cable. Also my home phone still isn't fixed, it doesn't ring and all calls go straight to voicemail. We have 2 phone lines, one is a roommate which works. But my line ************ isn't working. I have lived here for 9 years and I'm sure I'm being over charged. I would like all my services to work properly and I would like compensation for services not working all summer and fall so far. And my bill should be lowered.

  

  Business Response

  Date: 10/20/2023

  Dear Better Business Bureau,

  Cox Communications is responding to complaint #******** sent on October 17,2023.

  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 at the phone number that we provided in the email that we sent them.

  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,
  ********************** East Executive Resolutions team 

  Customer Answer

  Date: 10/20/2023

  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.
  
  No has reached out to me, I do have a job. So just showing up is u acceptable. And you can't call my home phone because it's not working thanks to you. Also I forgot to include in my first complaint that I reported to you all that one of your techs stole my granddaughter's IPad Block/Charger. I reported the incident on Wednesday, August 23, 2023 to you all and nothing was ever done. The tech came out on Tuesday, August 22, 2023. ******* was extremely rude, so I highly doubt she ever submitted the incident. 

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

  
  

  

  Business Response

  Date: 10/25/2023

  Dear Better Business Bureau,

  Cox Communications is responding to ID ******** submitted on October 24, 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.

  On October 17, 2023, an Executive Resolution Specialist reached out to the customer to address their concerns via email to their yahoo account at 12:59 pm. They can reach our Executive Escalation Team at the phone number that was provided in the email that was sent to them.

  Once again, we would like to apologize for the frustration that the customer has experienced, and we appreciate the opportunity that the Better Business Bureau has given to us to assist our customer.
  
  Respectfully,
  ********************** East Executive Resolutions team 

   

  Customer Answer

  Date: 10/28/2023

  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.
  
  All of my services are still not working, but yet and still I am being charged the same price along with late fees and you have the nerves to disconnect the services that are working and then also charge late fees on that as well. Cable, internet, and phone was going in out since June 2023, but have to prove it to you all by constantly calling and only get $80 credit for the entire time. That's called a SCAM. 
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 11/13/2023

   

  Dear BBB:

  The ********* Executive Customer Resolution team responds to ******************** case # ********.

  Our team has reached out to our customer since receiving information from the BBB office numerous times. The phone message our team receives that is on message when placing a call is " sorry you cannot leave a message" and hangs **. In addition, our team sent several emails to the email address of record for our customer and provided the teams contact information and our available hours. Unfortunately, we have not received any follow-up. This is our third update to the BBB therefore, we kindly ask our customer to please reach out to us for assistance and we would be glad to assist in said concerns.

  Our hours are Monday through Friday from 8:30 am to 6:00 pm. The contact number for our department is **************. We appreciate our customer patronage and look forward to assisting. 

  Respectfully, 

  The Northeast team

   

• Initial Complaint

  Date:10/12/2023

  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've had issues with my service here since I moved in. I've tried multiple times to get it corrected but the problem persists. I've used their equipment and my own equipment. They've sent Technicians out. The last time they said they found packet loss on my upload where the *** coaxles come out of the ground before they ever enter my Town home. I've been living here for about 1 year. I've had *** here the entire time. I need this to be fixed. I pay 135 a month for this service. My upload that I pay for is 35Mbps. Its inconsistent and unusable because of the packet loss. Currently i'm getting between 1.4 and 11 upload that isn't usable. I really hope this does something to motivate them to actually correct the problem. Thank you

  

  Business Response

  Date: 10/13/2023

  We want to thank ******************************* for taking the time to file his concern.  In receipt of this complaint, *** spoke with ******************** and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:10/10/2023

  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.

  7/28/23 RETURNED CELL PHONE AND GIVEN A RETURN #. sTILL GETTING BILLED BY FINANCE COMPANY. SPOKE WITH FINANCE COMPANY AND THEY SAID GET IN TOUCH WITH LOCAL *** STORE. DID THAT ON 2 OCCASSIONS AND THEY SAID IT WAS UP TO FINANCE COMPANY. SPOKE WITH *** OFFICE TODAY AND SAID THEY WOULD LOOK INTO IT. HAS BEEN GOING ON FOR OVER 2 MONTHS AND IS AFFECTING BY CREDIT SCORE

  

  Business Response

  Date: 10/12/2023

  We appreciate the opportunity to assist our valued customer. We have contacted our customer and addressed his concern. We sincerely apologize to our customer for any inconvenience.

  Thank you!

  Cox Communications

• Initial Complaint

  Date:10/10/2023

  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 canceled my *** internet service in August when I moved. It is October and no matter how many times I call or chat they keep charging me for the service.

  

  Business Response

  Date: 10/10/2023

  We apologize for the frustrating experience the customer has had with us.  We appreciate you allowing us the opportunity to address our customer's concern. A member of ***** Executive Escalations team contacted the customer on October 10, 2023, to address their complaint, however the customer informed us that they also filed a complaint with the *** and the Executive Resolution Specialist that handled the *** complaint, already addressed the balance, and agreed to zero out the account balance. The Resolution Specialist confirmed the account was disconnected and the account balance is zero.  The customer has been provided with the contact number of the Resolution Specialist should they have any further concerns.  thank you, ***** Executive Escalation Team.