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

  2010 N. Parkerson Ave Crowley, LA 70526

• 

  Cox Communications

  5571 Nw Expressway Warr Acres, OK 73132

• 

  Cox Communications

  2929 Watson Blvd Warner Robins, GA 31093-8535

• 

  Cox Communications

  2722 Ashbury Point Ln Marietta, GA 30066-4265

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:04/23/2025

  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.

  Yes this is about my mom's account on which i am an authorized person. She pays almost 260 a month. That is up from 225ish a few months ago. I have contacted you multiple times to try and get help to lower her bill. I always get the run around and get told she lives in a rural area so nothing can be done. She was on the government connectivity program when it was available. I went online to see what the options were and I saw a program for ********** and government assistance for 30 dollars a month. I started a chat and got the bot. It told me I can't help you. It transferred me to a live agent who took forever between answers and wrote incoherently. I didn't need to know they were a customer and want low bills too. Then they told me they would have tp transfer me again. But never did. I waited 5 mins and ended the chat and here i am I wanted to know if you take the community choice waiver program from ******** as an approved source of ********. I went to the link and if I read the chart right for 200% below poverty she would be eligible for this as well but it says 3 check tins or a tax return My mom is on social security being 74. She doesn't have check stubs and isn't required to do her taxes bc the government knows what she gets. I need help!

  

  Business Response

  Date: 04/24/2025

  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 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 Resolution Specialist
  Cox Communications, **************

• Initial Complaint

  Date:04/23/2025

  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.

  Last 10 days *** did upgrades but made our internet connection worse..when I tried to remedy the problem I got technicians from *****..Im going tomorrow to my local *** store..but have little confidence that *** will fix the problem because they have no incentive or competition to fix the issue

  

  Business Response

  Date: 04/29/2025

  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, 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.

• Initial Complaint

  Date:04/21/2025

  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 had some outages throughout the month and even had some lower quality speed even after said outages were resolved. I then tried to get credit with their support system but the service was unacceptable because they would not respond and try to stall the situation making me wait for over an hour and force me to repeat myself.

  

  Business Response

  Date: 04/23/2025

  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 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: 04/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/16/2025

  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.

  This started a year ago. It took *** 6 months to get my services turned on, I lost out on promotions because I didnt have active service, I was signed up but didnt have service so that made me ineligible for reward programs through the company. I recently moved, In The same building so I had to move my service. I had fiber on a promotional deal because of the mishandling of my account, when I moved my service I told them I do not want a new account I will lose not only my business number which is important to my store but I will lose credit on my accounts. Because of *** negligence I was down for over a month. Im a retail store and use a POS the requires think internet. I lost massive amounts of business yet again. I have spent 30 plus hours dealing with with **** massive issues, they changed my account without my permission from ***** to cable internet without approval. Ive had ****** *****, ****** ***, ********* ******** all contact me and no resolution has been made, I have recorded phone calls with me being talked over what Im saying ignored, and been hung up on. If a lawyer sees this and I havent resolved this issue please reach out. False advertising, me signing up for service and then being given a diffrent service on top of loss of revenue on a million dollar store is ridiculous. Ive actually been patient and understanding until recently, having to again get a new telephone number as a business for the third time in a year? Especially on a high traffic store. Making un approved installations without the owner. And I have that recorded in a call, with ***** an account manager stating she couldnt reach me so she set that up.

  

  Business Response

  Date: 04/28/2025

  Good morning ******,

   

  I am reaching out regarding the complaint listed in the subject line. This customer also filed a case with other regulatory agencies, along with Coxs senior leadership. Please note, this is not our formal response to this complaint, but rather an update for your records. *** is determining next steps regarding this customer and will keep your team posted. We are hoping to have a concrete update throughout the week. We appreciate your patience while we work this matter.

   

   

  Thank you,

   

  *** Business Corporate Escalations

  

  Business Response

  Date: 05/12/2025

  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 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 Escalations Office
  Cox Communications

• Initial Complaint

  Date:04/16/2025

  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.

  Lost service for 5 days, horrible customer service , very hard to get someone on the phone and when i do, call gets dropped. finally a tech came out, couldn't fix it, said another tech needs to fix something at the street. then more misleading info ...bottom line, horrible experience to get the issue fixed. for all of my time spent on this and loss of work ... 3 months credit is what i'm looking for

  

  Business Response

  Date: 04/16/2025

  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; however, we were unable to provide an agreed upon 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
   
  
  
  Executive Resolutions
  
  

  Customer Answer

  Date: 04/16/2025

  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.
  
  Not a fair resolution offer therefore denied. 
  
  Regards,
  
  Surge Mouradov
  
   
  

  

  Business Response

  Date: 04/17/2025

  Dear Surge Mouradov, 

  ?Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.? 
  We stand by our initial response.  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************.? 
  
  
  Best Regards,? 
  
  ************************;
  ----------------------------------------------------------------------------------------? 
  The Executive Escalations Team? 

  Customer Answer

  Date: 04/21/2025

  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.
  
  Unfair 
  
  Regards,
  
  Surge Mouradov
  
   
  

• Initial Complaint

  Date:04/15/2025

  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 was a *** customer with a $55/month internet plan. In December 2023, they increased the rate to $166 without warning or notification. I contacted customer service but was told they couldnt do anything. I filed a dispute through my credit card and won the chargeback. Afterwards, *** charged me $75 in return payment fees. I feel this is a retaliatory move and unethical billing practice.

  

  Business Response

  Date: 04/15/2025

  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.
  Our Executive Escalation team member spoke with you regarding your *** account on April 15, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:04/10/2025

  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.

  I made a payment to COX Communications in error as I am no longer a customer and have not been one for years. I contacted *** to have a refund issued. First, they send a shady email requesting my bank statement. I assume this is so you regard it as a scam and discard it. Next they send another shady looking email saying that you will receive an email from *********************************. After completing these two steps, you finally receive an email that looks official from *** stating that they will issue a refund. When you click on this email you have to register an account with ****************************, enter your banking information, verify your phone number, and request the refund. This is obviously a deceptive business practice that is used to stop people from getting the money that they are owed. Deny, Delay, Defend...something like that. I just want my f'ing money back. I will take steps to ensure that this never happens again and that I am NEVER...EVER...EVER EVER EVER EVER a *** customer again. I just want my money back. I'm sorry that I made a mistake but it's not yours.

  

  Business Response

  Date: 04/10/2025

  We want to thank ******* **** for taking the time to file his concern.  In receipt of this complaint, *** spoke with Mr. ***********  *** confirmed that the payment in question is associated with an account that he is not authorized on.  *** informed Mr. **** on our E-Refund process associated with ** ************* The customer is aware they will need to follow these instructions to receive an E-Refund. 

   

  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I do wish to have this complaint filed so others may view it and know what sort of company Cox Communications is. I made a payment to *** in error. *** has designed their refund process so that people will become exhausted and give up prior to receiving the refund. First off, this payment was made electronically, so they do not need a copy of my bank statement. I believe that requiring a bank statement is part of the strategy to encourage people to give up because the email that requests the bank statement is from another company and is not official looking so it may be dismissed as a scam. No other company needs a copy of my bank statement to process a refund for funds that they have received. Then, they require one to input their personal bank account number and routing number. A paper check would be fine here, or reverse the payment. Another roadblock that *** likes to employ is that the payment was made to an account that I am not authorized on. Firstly, I would not be authorized on any account since I am no longer a customer. Also, the account in question is the account that my wife and I shared in our home when we were customers.

   

  In summation, when a business intentionally delays or complicates the refund process to discourage customers from pursuing a refund, it's often referred to as refund abuse or return abuse. This is exactly what Cox Communications is doing with their refund process. 

   

  I have taken steps to ensure that no further funding goes to *** Communication, but I would like to warn others about ***** business practices. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:04/10/2025

  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.

  Enrolled in bill pay months ago. Their hill pay system doesnt work properly. They confirmed I am enrolled. But I keep getting charged late fees and disconnect fees. I have reached out via email and phone but they have not been able to assist. Their retention **** sent me to technical support but they are tech support for the network not for their billing issues. In addition my package was changed. Pricing changed. I was not aware and changed it to another package within a few weeks. The portal side it was 50 to make the change. Then they charged me 75 which I did not authorize nor have any idea why I was charged this. When I asked customer service ***** she said that it was not charged etc but it was. Not sure why I am getting charged to switch plans. I would like late fees removed and disconnect fees removed and the billing corrected accordingly for changing my plan I shouldnt be charged

  

  Business Response

  Date: 04/11/2025

  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, 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 Resolutions
  Cox Communications
  

• Initial Complaint

  Date:04/09/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Cox Communications regarding the unreliable and consistently poor internet service I have experienced since transferring the account into my name at the end of January 2025. The previous account was under my former roommate's name, who moved out at that time. My service address is ****************************************************Since the account transfer, I have experienced internet outages every single day, often multiple times a day. This constant disruption has severely impacted my ability to work from home, putting my employment in jeopardy. My employer is understandably frustrated by my frequent inability to perform my duties due to these outages.I previously filed a complaint with the BBB, which was inexplicably closed on March 31st, 2025. I responded to the message associated with that complaint and provided screenshots as requested, documenting the numerous outages. While that previous complaint was open, I experienced a few days with minimal to no outages. However, almost immediately after the closure of my complaint on March 31st, the daily outages resumed. This pattern is deeply concerning.I possess extensive documentation of these outages, including hundreds of screenshots taken due to my work-from-home requirements. These screenshots include evidence of troubleshooting steps I have taken, outage messages from ***** systems, and speed tests conducted during periods of service disruption.I am extremely frustrated with the suggestion of sending more technicians to my home. I firmly believe the issue is not within my residence but rather lies within ***** infrastructure or service in my area. I have spent considerable time troubleshooting and documenting these widespread outages, and further in-home visits are an unnecessary inconvenience.Despite the near-constant disruptions, Cox Communications has only credited my account a total of $14

  

  Business Response

  Date: 04/15/2025

  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, 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

• Initial Complaint

  Date:03/28/2025

  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.

  DO NOT USE THIS COMPANY!! Cancelled and closed our account two months ago, but even after calling two times to get the billing adjusted and closing the account, the next month it is back on and a new billing added! They are a the most crooked company that has ever and will ever exist!! I do not want your horrible service!! I just want my account at zero and closed to never have to deal with *** again, EVER!!

  

  Business Response

  Date: 04/02/2025

  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 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, ***********