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

  1400 Lake Hearn Dr NE Atlanta, GA 30319-1464

• 

  Cox Communications

  5011 Riverside Dr STE A Macon, GA 31210-1121

• 

  Cox Communications

  1017 Progress Street New Iberia, LA 70560

• 

  Cox Communications

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

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:12/13/2022

  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.

  Currently I am being charged $343.97, despite of not ever having equipment installed or having service.
  
  8/25/2022 called Cox @ ************ to request new service.
  Installation was agreed to take place on September 3rd.
  9/3/2022 - got email work order service installation was on hold.
  I proceed txt 850-407-1418 and tech stated that due to a family emergency installation could not take place.
  9/5/2022 Left the unit without service installed.
  9/28/2022 email from Cox stating that Equipment for order: ********* was picked up. - I never did since i was physically out of the state.
  10/7/2022 contacted the tech via txt to advise that i will be in the unit on 10/10 for installation to be completed.
  10/10/2022 installation could not be completed i asked for the entire order to be cancelled and at 2:58pm i got a txt from the Cox tech stating:
  “ I will cancel for you let me know when you’re back in town”
  11/7/2022 received an email - Cox account was due for the amount of $178.41
  11/12/2022 called tech- no answer
  Called Cox and to call billing on Monday
  
  11/14/2022 called Cox and had “service” cancelled order: ********* Told all charges were going to be taken off
  11/16/2022 got email. I called cox. Talked to 3 different people and escalated to a supervisor.
  
  She submitted an inquiry to verify the equipment that was stated as received by me. tech never installed equipment and there is
  no physical access to the unit.
  
  12/6 got a call from the Cox Collections department, about the “unpaid account”.
  
  Collections needed Billing to
  Review
  In billing gentleman said was tech confirmed that installation was completed, and re-confirmed by the tech as equipment installed.
  
  I requested a supervisor, since was already escalated there is nothing that could be done and now it is in collections, then i was hung up
  
  ——
  Cox never rendered or installed service
  techs, customer service reps, and supervisors collude equating to fraud to collect on services never provided.

  

  Business Response

  Date: 12/16/2022

  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.
  
  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:12/05/2022

  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.

  my complaint with cox communications is that i'm getting packet loss every night between the hours 6pm to 11pm every night for the past 3 1/2 weeks. i have called their support team almost every night to report this packet loss. they have sent technicians to my house 4 times and every time the technician's trace the packet loss to the street on the 5th time the technician came by the house leaving a not on my door saying they have fixed the problem, yet during the hours of 6pm to 11pm my internet had packet loss and running speeds 10 to 12 mbps not the 250 mbps that i'm under contract for. i'm unable to use my tv during these hours. since i'm under contract, they want to charge me with cancellation fee for not providing or fixing issues with ***** internet. cox communications are the ones breaking their contract with me for not providing the service they promised. *** resolution to the issue is to keep sending technicans to my house every several days with no resolve to the issue. georgia residents are being ripped off by companies like ***, who operate with shady deliveries on their product.

  

  Business Response

  Date: 12/20/2022

  ***** 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 a ticket was created to make repairs in the area.
  Reached out to our customer to verify if the services were working or not. Our customer confirmed that they are working at this time.
  
  
  
  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:12/05/2022

  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 Dec 4 2022 *** illegally took a a unauthorized payment from my credit card in the amount of ******. *** Cable took a UNAUTHORIZED payment from my credit card, in the amount of $****** I do not have auto pay. I do not have a registered card on file. I did not set up any payment arraignment to have this taken from my card. They took the payment from the card I used to pay my Nov 2022 bill with a ONE TIME PAYMENT. I did NOT save this card to my account. nor did I authorize for this card to be used for future payments. In addition, I dont even owe a balance of $******.

  

  Business Response

  Date: 12/14/2022

  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 assigned an Executive Resolution Specialist to review your concern, after reviewing your account our agent reviewed the call that was placed to *** on November 8th, 2022, the customer called in verifying the account and their identity, during the call the customer made us aware that they couldn't make their payment on time, at this point the agent proceeded to offer the customer to make  a payment arrangement for 12-04-2022 which the customer agreed, in order to process this arrangement the customer was ask to enter in their 16 digit card number  from their phones key pad, which they did and also provided the remaining card information to the rep directly over the phone, after that the payment was setup, the agent then proceeded to again verify  the amount of this payment of $153.01  and advised them that this would be a onetime automatic draft that could not be change for any reason and the customer agreed, due to this information this is a valid payment to ***, if the customer would like to dispute this payment further  they will need to contact their bank or institution, no further action will be taken by *** at this time.    
  
  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:12/01/2022

  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.

  Firstly let me start off by saying that this is not once or twice I had a problem with *** communication company. Because in 2020 I apply for *** communication services for internet and was approved. Well well the tech man for *** communication came out to my address at *************************************** ********** *********.To tell me that he could not do nothing for me.Well I contacted *** communication about my issue so they scheduled another tech man to come out on another business day.To get told the same thing that nothing could be done to help me turn on my internet services with *** communication so therefore I was stuck with a box with no internet. So now I apply for internet with *** communication last month of October of 2022 and was approved for service.I pay my first bill as of November 4th in the amount of $84.16. to then get my new building for November for services from November 4th 2022 to December 11th 2022 stating that my bill is now $257.55 that is due on December 2nd 2022. I did contact *** communication three times about my issue of my bill not being correct.also was transferred by phone to the loyalty department through *** communication that was supposed to help me with my bill but unfortunately, was told that nothing could be done. Was told that my promotion expired so that's why my bill is $257.55 and that's the bill. And nothing can be done about this as was told by three *** communication billing consultants.No I only had the services for one and a half months.So I was sold services of promotion that was going to expire within less than a month to get a higher bill that I have to pay now as they say. I asked for my account to be credited and was told no nothing can be done.Now I'm reaching out to better Business bureau to handle this current issue with *** communication.And hopefully something can be done about this.My *** account# **************** my pin#**** *****************************. My service address is *************************************** **********,** 70544.Phon#**********

  

  Business Response

  Date: 12/02/2022

  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.  Cox Communications (***) received your complaint filed through the Better Business Bureau. Thank you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so will enable us to improve the quality of the service we provide to our customers.
  
  Our records indicate on October 11, 2022, you opted to do a self-install of your internet service. On October 12, 2022, an Internet Professional Connect Conversion work order was set up for October 14, 2022, that included a $100 charge. The work order was coded as the issue is with the outside drop, and the technician who completed the work order documented the outside wiring and the drop was replaced. 
  
  The fee for the visit is determined to be waived by the technician if the potential problem is caused by *** equipment or a signal delivery issue from our plant to the point where our service lines connect to the residence, referred to as the demarcation point. When either of these causes has been identified, the work order is properly updated so the charge is removed, or credit is automatically issued.
  
  After reviewing the customer's account, we determined these fees should be waived in full. We also reviewed the pricing and we have honored the customer's original price of $84.16 for the next year, as originally set up when the services began. We also applied an adjustment for the services being offline from October 11th until October 14th. The new balance on the account reflects the changes and adjustments applied. The bill due date is still December 2nd and the price due now is $70.43. The customer's services with the internet speed and the equipment provided will remain the same as the initial setup, which is the Ultimate internet speed with 500 MB in download speeds. 
  
  If you have any further questions regarding your billing, please call our *************************** at ************.
  
  
  Best Regards,
  
  Executive Escalations Team, Southeast

• Initial Complaint

  Date:11/29/2022

  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 early Sept (to the best of my recollection) I took advantage of a special that Cox Communications had for my internet. We have been *** customers since ****, but this special was the same speed internet, unlimited data, and use of their Panoramic Gateway equipment (at no charge) for a lower price than I was paying with older equipment I owned for a period of two years. Prior to agreeing to this deal, I called *** to ask questions. One question was if the equipment would be faster and a second question was if it was fully supported without additional cost. The answers to both were yes. However, the equipment was not faster and often required rebooting. After several ************* support, I requested physical service. At no time was I advised there would be a charge for finding and fixing the problem. The serviceman came on Nov. 4. He first worked outside, came in, & informed my ************ he found the problem & fixed it outside. However, he was going to check in the attic. He did so & came down to tell me that he changed out something, wires I think. Neither before nor after this work was I informed or asked about paying some fee.On 11/26/22 after seeing a $70 charge on my bill, I called to have it removed. After a long chat I was told that I owed this amount due to the serviceman's notes. I went round & round with the agent since I was told prior entering into the new agreement in Sept. that it was faster & fully supported for no additional cost. (I will upload the chat as documentation. for the reasons I have stated here & in that chat, I dispute these charges & would like them off my bill. If I have to pay before this resolution, I would like a refund.

  

  Business Response

  Date: 11/30/2022

  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.  
  
  In reviewing the account ************** stated charges were valid due to the internet service working on all but one device, a **. *** field support deems any service appointment made for non *** related issues as a chargeable.  The root cause for the service appointment was that the ** wasn't working properly, the tech while on site verified that other devices in home had internet access. 
  
  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, Southeast Region

  Customer Answer

  Date: 12/01/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]

  This assertion that the service call was for the ** is completely false. The service call, easily verifiable, was not for the **. It was in fact for the slow speed of the internet and the need to reboot the system frequently. You can plainly see this in the attached chat. At no time did the agent mention a ** because this was not why I requested service. You can also review the service call for which I requested physical service. The slow speed of the internet resulted when the new Panoramic Gateway equipment was installed. The same package of service (speed wise) was just fine on my very old equipment, yet, I was promised it would be faster and 100% supported without charge to me. Both were false until the tech fixed the OUTSIDE wiring, but now *** is trying to charge me.
  

  The technician that came out clearly told my husband and me that what he fixed OUTSIDE solved the problem, but he was going to check in the attic. He never said there was a charge for altering anything in the attic. There was never a mention of a fee for any purpose.
  

  I had called regarding the ** in a previous service call weeks prior to the call about speed. This call was for service because the speed of my internet was slow and I had to keep rebooting the system. The speed was faster on the old equipment I replaced.
  

  In the attached chat, the agent plainly asserts the charge is for what was done in the attic. Now *** claims it was about the ** and falsely says my service call was for that purpose. *** is just trying to charge me for a technical appointment to fix the slow internet that was a result of the OUTSIDE wiring. It is a lie that the appointment was for the **, but *** would rather lose customers than remove an unjust charge of $70 for a customer who has been faithful since ****. Pretty sad.
  
  Regards,
  
  ***********************************
  
   
  

  

  Business Response

  Date: 12/05/2022

  
  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. 
  
  Our previous response were based on notes left after service appointment by *** field tech on 11/7 and not from the service appointment in question which occurred on 11/4. We apologies for the mistake, upon reviewing the 11/4 service appointment the tech listed "internet wiring repair" as the resolution to the service appointment. *** offers a service plan ***************** Care that would acts as an insurance incase internal wiring coax wiring needs repairs. *** installed coax wiring is only covered by *** for 30 days after installation. As a one time courtesy we will waive the $75 service appointment charge but would like to remind you of our *** complete ************ plan can be added incase of charges related to service appointments for reasons outside of *** provided equipment.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  Executive Resolution Specialist
  Cox Communications, Southeast Region

  Customer Answer

  Date: 12/05/2022

  [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:11/17/2022

  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.

  We use Cox Communications for Internet and TV services. During the October time frame we were without service for more than a week. We troubleshooted remotely and then a tech was scheduled to come out to resolve the issue. The tech replaced several pieces of equipment but service was still unreliable. A few days later another tech was sent out and the issue resolved.On my bill for the billing period of 10.23.2022 thru 11.22.2022 I have a one time charge of $100. I contacted support and they stated this was a charge for a tech to come *************** could not tell me what the fix was or why it wasn't covered by "*** ************** maintenance plan we pay for. The service disruption was not caused by anything we are in control of and looks to be specifically a issue with *** infrastructure.Seeking to have the one time charge of $100 reimbursed.

  

  Business Response

  Date: 11/18/2022

  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 our customer's account and we can understand the frustration of the customer. After verifying the customer does have *** ************* included in their pricing, we also confirmed the appointment was originally set up as a service call to address existing equipment. Within the appointment, the technician determined the existing equipment needed to be swapped, however, the customer was billed for a professional installation suggesting he added new equipment to his account.
  
  For this reason, We have opted to waive the installation cost due to the original request because the intent was to address the concern with the existing equipment, and in order to resolve the existing problem, the resolution required ************** to swap the equipment. The fee of $100 has been waived on the customer's account as of November 18, 2022, and the customer will see this change reflected on the new statement that will print on November 24, 2022.
  
  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 us to assist our customer. 

• Initial Complaint

  Date:11/11/2022

  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.

  On 8/15/22 I called Cox Communications to cancel cable tv services from my bundled package that included both TV services and internet. While on the phone with the Cox Communications representative, the tv services were canceled and immediately stopped working. See attachment labeled "NEW BILL AMOUNT" stating my monthly bill would go from $345 to $135.07. The equipment was returned on 8/18/22. See attachment labeled "EQUIPMENT RETURN CONFIRMATION"In September Cox Communications drafted $347.25 from my account and they drafted $344.19 in October, and these charges included cable TV services, and the monthly equipment rental, even though I did not have TV services, and the equipment was in ***** possession. On the attachments labeled "OCTOBER/SEPTEMBER STATMENT" see page 1 for confirmation of payment draft, and page 2 for a list of the services I was charged for. On page 2 you will see where I was charged for TV services, HBO **** Equipment ******* Broadcast and Sports surcharge, totaling $225.50 each month. Again, I had NONE of these services, and *** had the equipment they keep charging me for. I tried resolving this issue with *** myself, but after going back and forth on the phone I was conveniently disconnected, and then I tried the text and that was conveniently disconnected as well. I do not have proof of the phone call, but screen shots attached showing text conversation, see attachments "TEXT 1,2,3". With the increased cost of everything I really need the $551 I was overbilled, and for *** to quit trying to charge me for services I do not have. I am still being billed for these services, so I removed draft payments, but late charges will be added. I do not understand how they can not only charge me for whatever they want, but also refuse to resolve it going forward. Also, maybe this is a small step to bring some recognition to how *** operates. I have the knowledge to fight this, but I can only imagine what happens when they do this to an elderly person.

  

  Business Response

  Date: 12/09/2022

  ***** 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 they have encountered,and for any inconvenience that they have experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show that the information provided is correct. At this point in time the video services have been removed from the account as they shouldve been in august. The Executive Customer Resolution Specialist processed an adjustment for the amount mentioned in the complaint plus any applicable taxes ($584.43 total) this amount is currently on the account as a credit balance (minus the 11/17bill). Per policy, the credit balance must remain on the account for a period of 10 days before a refund can be issued. Once that 10-day period has elapsed we will process a refund for the remaining credit balance. The customer does also have the option to simply leave the credit balance on the account and have it applied to future billing statements.
  
  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:11/08/2022

  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.

  The business advertised a promotional deal for current customers. I signed up for the deal online while signed in to my account. I received an email confirming the order was received and the price. The last instruction was to call to finalize the order. I called and they transferred me to 6 different people who all told me different things. To summarize, either the person could not find the order, email, offer, or tried to get me to pay for a more expensive package. They false advertised and then tried to obscure the facts while trying to get me to pay more.

  

  Business Response

  Date: 11/09/2022

  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 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:11/08/2022

  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.

  My HBO *** became disabled. I chatted with a CSR who informed me I had HBO *** on a promotional period and had expired. I explicitly told the agent on the chat not to add HBO *** to my account, but I discovered that the agent added HBO *** to my account totally ***** in charges that were unauthorized on my account. After 3 separate support chats, I was given no resolution except to call a different department that was conveniently closed and I'd have to call back. More generally, ***** pricing/marketing is designed to be ****** complex to cause confusion and their support/billing departments are unhelpful and uninterested in correcting any issues in a reasonable matter of time - One can only infer that they hope to win a war of attrition so the customer gives up prior to cancelling any services or getting any charges reversed. One agent simply stopped typing for over 5 minutes (My screensaver kicked in so I know it was 5 minutes) and then disconnected when I asked if they were still there.

  

  Business Response

  Date: 11/08/2022

  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. 
  
  The charges stemming from the addition of HBO *** have been removed. A service credit in the amount of $27.50 has been applied to the customer's account. HBO *** service has been removed from the account as of November 11th after customer spoke with *** customer service representative.
  
  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, Southeast Region

• Initial Complaint

  Date:11/08/2022

  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.

  On 11/6/2022 a *** communication main line fell across mine and my neighbors yard and driveway! Called *** numerous times and got nothing. They have lied, been very rude, and keep putting the order to move the line.

  

  Business Response

  Date: 11/09/2022

  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 been in communication with the customer directly to address their concerns and are working to provide a successful resolution as quickly as possible.
  
  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, Southeast Region