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:01/27/2023

  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.

  On 01/20/2023 I decided to get cable tv and phone service added to my account. This was a big financial decision for me. The very nice lady at the store was great and scheduled a tech appointment for 01/23/23 between 8 am and 10 am, the appointment was canceled, not by me, so my wife rescheduled through the chat on her phone with a live agent, the agent said Thursday 01/27/2023 between 8 am and 10 am, my wife waited on Thursday and no tech, she reached out again via text chat with a live agent and they said it was a mistake and the agent should have said Friday 01/27/2023 between 8 am and 10 am, but she reconfirmed the appointment and the tech would call when he was on his way. Friday another no-show, no call. My wife called customer service and the lady rescheduled the appointment. My wife asked to speak to a customer service manager because she felt that there should be some accountability on ***** part due to the lack of communication and the 4 reschedules in one week, 8 hours of her time, and the inconvenience of her being disabled, having Dr. ************ and having to stay on alert to cage our service animal at any time. The call agent said that all that could be done is reschedule, contact the tech to see why he was late, and maybe transfer to technical support because all she did was the billing. The lady also informed my wife that the tech is allowed the two-hour window and two hours after the window for calls that run late. When my wife asked why she was never told of the extra two-hour window the lady said that it was probably because they did not have access to that information????? My wife asked three more times to speak to a customer service supervisor, for a customer service email, or some type of accountability and was denied each request. This is completely unacceptable and I would like a call from the ********************* Director so this can be addressed and a plan can be developed so this does not happen to someone else, Thank you!

  

  Business Response

  Date: 01/27/2023

  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 contacted the customer directly to address their concerns and are working to provide a successful ********************* 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. 

• Initial Complaint

  Date:01/26/2023

  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.

  I ordered *** internet services to be installed at a new construction home in the summer of 2022. The first two installation attempts were unsuccessful (lack of permanent power and then lack of cable from road to house), but the third attempt was successful in January 2023. No issues with the installation or service.After each failed installation attempt, *** would cancel the order, and I would have to call in to re-order the services. During one of these calls I was required to pay a $150 fee for installation and equipment deposit upfront. I paid that on July 28, 2022, but the subsequent installation attempt was not successful and the order was cancelled.Upon calling to set up a third installation attempt, I was told I would have to pay for the $100 installation again. I inquired about the $150 I had previously paid and after several phone calls, that was located and I was told (verbally and via email) that the $150 previously paid would be applied to my new account as a credit.After installation, I received my first bill and the $150 credit was actually applied as a charge on the bill (as an Account Balance Transfer), increasing the amount I owed by $150 instead of decreasing. I have called *** multiple times, but have been unable to get anyone to fully understand the situation. I was able to get the $150 credit applied, but the erroneous $150 Account Balance Transfer fee is still there. I am going to pay the full bill now to avoid disruption in service, but I would like someone to research the account and remove the $150 Account Balance Transfer fee that was put on the bill in error. I can provide proof of payment, email receipts, and email from *** confirming the credit would be applied if needed. Thank you.

  

  Business Response

  Date: 01/27/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records show that our customer is correct there was a credit balance on a separate account that was added to the current account as a charge in error. We have reversed that error.
  
  
  
  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 SE

• Initial Complaint

  Date:01/20/2023

  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.

  Lost of internet 3 to 4 times a month

  

  Business Response

  Date: 01/23/2023

  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, we were unable to provide an agreed upon resolution as the customer confirmed service was working at this time and refused to take contact info 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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer.

• Initial Complaint

  Date:01/19/2023

  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 returned an *** Home Life security cameras and alarm equipment. They said that I didnt return it. They charge me for that equipment $1,300, I told them I dont have that equipment but they insisted they dont have it. The threatened with suspend my services even when I was paying my monthly service bill . My husband works from home, he depends on the Internet, we have 3 children and this causes me anguish because I will have to pay for an equipment that I dont have. I called them, filled paperwork for investigations, everything. The last representative refused to make me a payment plan, we ran out of money and when the try take the payment it was returned, I tried to contact *** without any success. They threatened again with suspensions, So I borrow the $1000 they asking to continuing my service. Ive dealing with this since October, It unbearable. Im tired, I have to keep them as Internet providers because they are the only ones who can provide the service here where I live.

  

  Business Response

  Date: 02/07/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that she has encountered, and for any inconvenience that she has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account and worked with our homelife team to resolve this issue. We found that we do have a 30 day return on homelife equipment. Based on account records it does appear that the customer did likely return the equipment other than the door lock they wanted to keep. For this reason,we have issued a credit to the account of $808.43. it is important to remember that when credits are issued they apply to any outstanding balance first then the remainder shows as a credit balance
  
  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 SE
  

• Initial Complaint

  Date:01/12/2023

  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.

  I have gotten the *** for my cell phone service with Cricket Wireless since March 2022. I recently moved to Lafayette and got *** interhet in my apartment. During the sign up process online they force me to use my *** benefit for their service. It says you can sign up without *** through a rep. That's what I did. I texted with a rep to sign up, making it extremely clear that I DO NOT want to use my *** for this service. That they DO NOT HAVE MY PERMISSION to take the *** for this service. She assured me they would not. I got one or more messages/emails from *** saying my discount was on it's way. I contacted a rep again making it extremely clear that they DO NOT have my permission to take my ***. Again the rep assured me that they would not take it. Finally I got an email saying my discount is in place. My *** bill is $30 less and my Cricket bill is $30 more. They took it against my will. After I told them several times they do not have my permission to do so. I contacted them again and was told I had to contact *** to have it changed. I did and *** says they can't do anything, *** has to deenroll me. This is not right. How does *** have control over MY benefit and nobody will stop them?? I want my *** OFF my *** account. Forever. They DO NOT HAVE MY PERMISSION TO HAVE IT.

  

  Business Response

  Date: 01/12/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.

  
  We would first like to apologize to our customer for the negative experience they've encountered, and for any inconvenience they've experienced as a result.
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records shows ****************** spoke with a *** representative 1/12/23 to stop ACP benefit from being applied to *** account. Please allow ***** hours for the request to process.
  
  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

  Customer Answer

  Date: 01/15/2023

  I had to chat with a rep who told me that *** can't remove the acp, I have to call the acp people. I had already been told that and called the acp people and they refused to remove it, they told me *** had to remove it. So that's what I told the rep. ******* ***** as they told me they can't remove it. They finally put me with a different rep with whom I had the same exact conversation. I kept insisting that *** had to remove it and I want it removed. They kept saying they can't remove it. They finally put me with another *** rep who said they can remove it and supposedly filled out whatever form to have it removed. That is what *** is referring to in their response, that I had asked for it to be removed. I had asked from the beginning that it never be put on there and was repeatedly assured that it would not be. Then when it was put on there I had repeatedly demanded that it be removed and was repeatedly told that they can't remove it, acp has to remove it. I called acp THREE ***** before they told me they will not remove it, *** has to remove it. Then I had to talk to three reps, insisting that THEY have to remove it because I kept being told acp had to remove it. 

  It looks like it's been removed from my account. *** is aggressive, intentionally misleading, and flat out lying. I don't trust that it will not be put back on my account against my will because it was put on the first time against my will. If that happens I will file another complaint. Because, to be just as extremely clear as possible (as I have been all along): they do not have my permission to use my acp on any *** account, ever. For now, I accept their response. And I hope this is over.

• Initial Complaint

  Date:01/11/2023

  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.

  On October 20th I called *** Communication to cancel services as I was moving out of state. I called again the last week of october because services were still not cancelled. I called again the first week of november and requested a supervisor to cancel my services. 18 days from october 20th until november 7th when my services were officially cancelled. Now the month of January I received a $30 dollar charge from November. When I called *** they are telling me they dont record phone calls. They cant provide me the male reps name that i spoke to on October 20th. They are saying that the call from the 20th was a billing call which is was not it was a cancellation of services. *** told me they dont have a supervisor available to look back on calls. and they will call me back. I am repeatedly having to call *** to get this resolved and they are not giving any solutions. I do not care that it is 30 dollars I care that it took 18 days to cancel my services with multiple phone calls and then to proceed to charge me for services I should not have had. I have since recorded my own phone calls with *** because of the constant transferring me to different departments and different responses. I have the latest phone call recorded from today 1/11/20232.

  

  Business Response

  Date: 01/12/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our former customer for the negative experience that he has encountered, and for any inconvenience that he has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our former customer's *** account.  The account records show the $30 balance is due to a Chargeback from the *** program.
  This was done because the day after the credit was issued is the day the customer closed the account.  We understand that this was very likely not explained to the customer so we have waived the $30 as of today.
  
  
  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 SE

• Initial Complaint

  Date:01/09/2023

  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.

  Today is 1/6/2023. I was looking to move into a new apartment and decided to check my credit. Looking through my credit report, I see that Cox Communications was listed on my credit report between 2021 and 2023. I have been having *** for over three years now. Today is Jan 6th 2023 and I just paid the bill. I want to know why they are on my credit report as a collection, how long has it been on there and I want it taken off. There is no way that you can have me in collections within those years and I have been paying for those years. They are making my credit go down and I want some result for this problem that they have caused with my credit. This is definitely affecting my life, to the point that they are hindering me from getting anything when I'm trying to improve my credit. I dont just want an apology, I want this off my credit report and I want payment for all the time that it has been on my report.

  

  Business Response

  Date: 01/13/2023

  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 are working to provide a successful ********************* 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:12/27/2022

  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.

  Back in October we decided to shut down our *** account after 20 plus years of service due to unfair billing practices for my 60 year old parents. I went to the local ************* branch and was ready to return all of my boxes and disconnect service. I proceed to talk to the advisors in store and the agent talked me into to staying with *** she told me that she would keep my current level of channels and up grade me to contour with dvr for 4 rooms in my house for $******. we agreed stay under those terms. since we have updated our contour boxes have not been working. and our bill was changed for ****** to over 200 a month. I called *** to fix it and the first time they could only lower to 181. and had me fill out a billing inquiry adjustment. I was told it would take 10 days to complete. I called back and I was told my bill was adjusted and to wait ***** hours for it to reflect in the. online system. here I am 2 months later and my account is still messed up and missing some aspects of the channel line up. I have spent over 12 hours on the phone and over 5 hours going back and forth between *** local stores trying to get answers to why my billing is messed up. I would like my billing adjusted back to October and the agreed upon rate honored.

  

  Business Response

  Date: 12/29/2022

  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 photo attached and the information the customer provided. We have also reviewed the account and confirmed the attempts made to address this matter. Based on the information provided, we have chosen to honor the pricing for the customer at $135.45. This price will be attached to the account and will reoccur for 12 months, which is what the original discounts were listed as. We have also applied an adjustment to the account since the last payment made was based on incorrect pricing. The credit amount the customer will receive is $94.73 and will be listed on the next bill the customer receives, as well as the updated pricing to $135.45. 

  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. 

• Initial Complaint

  Date:12/27/2022

  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.

  We have had internet issues since the beginning of December. I have called *** and used the app to reboot and fix the problem to no avail. They have had me upgrade my data speed costing me $10 a month extra and I even purchased a new modem/router. No luck. I had someone come to the house on December 20, he looked at the lines outside and said we were fine. I had to beg him to check the wires on the pole. He called and said there was lots of red and he would put in a call for someone to come out. After I had not heard from any one later that day, I called *** myself. The tech never called or submitted any notes. So a 2nd appointment was made for December 21. The 2nd tech came out and would not even check the lines on the pole. He came in and checked the modem/router and switched a splitter. Then he offered to come out the next day, December 22, and switch the wires from the left to the right side of my house on his day off. He told my husband he would bill us for it. So this guy was trying to hustle us. We told him no thank you since that was not any issue that was assessed. So now it is December 22 and o have no phone or internet. A 3rd tech is coming out tomorrow, December 23. I work from home and this has been a nightmare since the internet has not been stable.

  

  Business Response

  Date: 01/17/2023

  ***** Executive Escalations SE Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that she has encountered, and for any inconvenience that she has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account.  The account records show that the work needed to solve this issue was completed.
  There havent been any further calls for service issues since then. We are happy to step in if more help is needed.
  
  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 SE

• Initial Complaint

  Date:12/20/2022

  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.

  On 11/14/22 I endeavored to have Cox install internet at my home, on 11/17/22 a representative came to my home in order to look over the site to concrete the necessary action to be taken. When the rep. arrived I asked that he be aware that (due to an unrelated issue) Entergy had an outdated address number for my property, and using the current correct address might slow down the permit approval process. In addition to this fact I informed him that Entergy did not supply the poles that are installed on my property, we purchased and had them delivered ourselves. I was told it would not be an issue, and my concerns were ignored, sighting reasons of “it shouldn’t matter, since we send in permit requests with global coordinates”. On 11/18/22 they sent a contract agreement, which I signed and followed up with a payment of 3,492$ in order to have what Cox refers to as a ‘plant’ constructed. I was promised that the worse case scenario we could expect, would be install taking as long as 12/23/22 to complete and if everything went 100% wrong they would have our internet installed no later than the above mentioned date. On 11/22/22, Cox’s construction agent sent in the permit request, using the incorrect information I warned about. Not wanting to be impatient, I waited a week before making phone calls. After 2 weeks, I called the rep. to inquire about an update and was told “We’re just waiting on Entergy to approve the permit, then we can begin construction” I asked again at this point in time about double checking that the mismatched address wasn’t causing any unnecessary delays, my concern fell on deaf ears, ignored again. After finally getting in touch w/Entergy about the issue, and being told that having two different addresses did in fact set back the process. I was furious. It has now been 1 month since payment was sent for the completion of this contract and nothing has been done.

  

  Business Response

  Date: 12/30/2022

  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 12-30-2022 our technician came to the location and installed the service. 
  
  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.