Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 318 total complaints in the last 3 years.
- 110 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/20/2022
Type: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 recently became a *** customer in July due to purchasing a home, I wish i went with ATT. I have had issue after issue with *** since i signed up. I work from home and rely solely on the internet to be able to do my job, yet there is always an issue , my internet is always dropping, I call use the message us feature which they always suggest to be used, it takes over 45 mins for them to constantly keep rebooting my modem over 3-4 times a week, finally they sent a tech out and advised they would charge me $75 if *** finds out its not their system causing the issues( ok what else could it be i just moved here), the tech comes out and 5 mins later advises that the wires used to connect to the house in my area are bad, EVEN THOUGH A TECH LITERALLY JUST PUT THE SERVICE IN, IN JULY AND SHOULD HAVE CHECKED THIS, so now they need a maintenance tech to come out, so they have to put in a separate ticket which can now take up to 5-7 business days, I call to see if i can get it expedited because I need the internet I pay for for work, no one could help, they advised they have no way of reaching the maintenance techs , I asked for a supervisor because if no one comes who does *** reach out to for the service ticket, I reach supervisor *** with ref# CUI13514555 , Who advised they can email the tech supervisors but there is no guarantee that anyone will respond they will just pick up the ticket when they can. COMPLETELY RIDICULOUS AND UNACCEPTABLE, As one of the only service providers , you can do better, ESPECIALLY WHEN IT IS A ISSUE WITH THE ***** FOR YOUR SERVICE WHICH IS AFFECTING NOT ONLY ME BUT ALSO MY NEIGHBORS BECAUSE AS THE *** TECH SAID IT'S A WIRING ISSUE AND MY NEIGHBOR PROBABLY HAS THE SAME ISSUE. I SHOULD BE GIVEN A CREDIT AND HAVE THE SERVICES WIRING FIXED ASAP AS MY JOB DEPENDS ON THE SERVICE I CAN PAYING FOR .
Business Response
Date: 10/20/2022
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.
******************** account has been review. During todays service appointment a *** service tech found an issue with the signal level to ******************** home causing intermittent loss of service and referred the issue to Cox's maintenance team to initiate repairs. **************** was notified that ***** maintenance teams works cases in the order they are received and of the expected time of repair. **************** will receive compensation in the form a credit toward the monthly billing statement for loss of 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.
Executive Resolution Specialist
Cox Communications, Southeast RegionCustomer Answer
Date: 10/21/2022
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.
After the 2nd tech came to my home, he did fix the faulty wiring outside and also advised that by looking at my modem the signal was still very weak, he asked to change the panel inside the home to try and push better signal into the home, after he did that he advised that he still found faulty wiring inside the home and that it would require a 3RD TECH TO COME INTO THE HOME due the faulty wiring, he advised that there has to be some type of splint in the home and the wiring was bad and had to be fixed . I just moved into this home 4 months ago and had a tech spend over 3 hrs allegedly fixing the *** wiring in the home only for it to be wrong and faulty. He stated I will still probably have issues until this new tech comes and checks the wiring again which the 1st tech from yesterday 10/21/2022 stated was fine. So the issue is not resolved , and is ridiculous as I work from home and giving me credits is not compensating my job which i need full internet access to do. The techs need to actually take their time and make sure they address wiring issues not just pass off to someone else and then the customer has to suffer with wasted time, lack of work and job jeopardy due no internet access in the home with no definite answers.
Regards,
*****************************
Business Response
Date: 10/25/2022
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. The customer has received an one month credit and *** field support has resolved wiring issue.
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 RegionCustomer Answer
Date: 10/27/2022
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.
I still have no resolution, my internet is still failing so crediting me a month of service which I can barely use is not an acceptable resolution. I have had 3 techs come out in one week all to keep telling me someone else did something wrong and no one has actually fixed the issues. One tech says its outside, another tech says its the splitters , the other tech takes them out and says the wiring is bad , but one had officially done anything and solved the problem. I work from home like the rest of the world and rely on a secure solid internet provider and *** has not provided that!
*****************************
Business Response
Date: 10/31/2022
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.
*** field support has 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, Southeast RegionInitial Complaint
Date:10/11/2022
Type: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 have been using *** prepaid service and up until this point I havent really had any problems. I paid for my service on the 7th of this month however the service was and still is disconnected. The first representative that I spoke with stated that my money has been sent to an old account that has been closed. He stated that he could process a refund and then I could pay the bill and that they would restore service at that point. I have formed him that that was not acceptable for me being that I had already paid and it was not my mistake and that I would just take a refund. A supervisor called me today saying that he cannot see where the funds were taking out and that he would not be processing a refund. I have already ordered service from another provider but this is unacceptable I have attached to this complaint a screenshot of my bank information showing where the money was removed from my account. Also I cant help but find it very strange that a representative was able to check now where my money was sent to but not a supervisor.Business Response
Date: 10/17/2022
Cox Communications (***) received your complaint filed through the Better Business Bureau. Let us begin by thanking 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 our service to our customers.
Our records indicate on 10/03/22, the services were disconnected, and a full refund was processed for the services. The account received a credit for the amount of $44.97 and an additional credit was provided for $45.36 for the difference in the billing statement. We have verified the credit balance on your account of $90.33 which should be refunded immediately. The full refund amount processed is $90.33 and shows we processed a refund request to the email address on file, **********************, to process via ***************** *********** which should be received within 24 - 48 hours.
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.If you have any questions regarding your refund, please call our *************************** at ************.
We appreciate the opportunity that the BBB has given us to assist our customers.Initial Complaint
Date:10/11/2022
Type: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 recently switched to *** internet from another service and I went to pay my bill this month and found that they already changed the amount for my bill. It was supposed to be $20 a month with my discount from August 2022 to September 2023; instead it's now $54 a month. I thought they would honor the price they told me since I had the typed email they sent me with the stated price of $20 and so did they and I checked twice with a representative over the phone to make sure that was the correct price before I signed up. But they wouldn't honor the price I signed up for instead they would only give me a discount for the first month. I think this is very unfair considering I'm supposed to honor the contract for an entire year but they can change the price and say it was a "glitch" in there email system.Business Response
Date: 10/17/2022
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.
An executive resolution specialist reviewed the service agreement email sent on August 5th 2022, in the areas showing customer discounts the agreement states that the existing discount of $92.99 will change to $20 starting September 5th 2022 to August 4th 2023. If you would like to make changes to your services to lower monthly rate we recommend contacting *** support at **************.
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 RegionInitial Complaint
Date:10/10/2022
Type: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.
My *** account # is ********************'m filing this complaint because I've not been ablee to resolve my issues with ***.My problem started 9/29/22. my service has been working intermittenly everday.a service tech came out 10/3 & changed the main receiver & said that would clear up the problem. 3 hours after he left the 3 of the smaller receiver when totally black for 15mins. I recalled *** & got a recording saying "Thereis a networking impacting *********** our Techs have been dispatched. I recalled on 106 & this time I talked to Technical Support. i told him that the main box hasnt stop working since it was changed.I requested 3 newer boxes since these have been here for years. The tech advised my that as long as I was getting the error he was not authorized to sent out 3 new boxes.I asked him if he had any idea how must longer was I suppose to put up with this & he had no clue.My cable bill is paid every month on time. *** is constantly tooting their own horn about being better that AT&T,Direct ************* TV.I totally disagree. The icing on the cake is everytime I've called about this issue they always end the call by saying "Thank You For Being A Loyal Customer For 34 Years" What A Joke !!!!!Business Response
Date: 10/24/2022
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.
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: 10/24/2022
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.]
Regards,
*********************************
Their response is a flat out lie !!!! They have never tried to contact me about this compliant !!! They have my home # *************: My cell # ************** & my email address ********************* If they wanted to contact they have all this info on my account !!! I'm retired & home all day everyday. If my bill wasn't paid they would have contacted me !!!!Business Response
Date: 10/25/2022
We apologize for the customer's experience and her feeling that we did not attempt to contact her. Our records reflect we indeed made two attempts to reach the customer at the ************** number attached to her account as ************ on 10/24/22 and on 10/25/22 and also left a detailed voice message advising how to reach our Executive Escalations Team directly.
We also reflect in our records that the customer has not contacted us since the last service appointment on 10/3/22. We would love the opportunity to address the service issues, if still ongoing. The customer is welcomed to return the phone call of our Executive Escalations Team or she can contact customer service locally at ************, and we will be happy to assist in any possible way.
We would like to thank the BBB for the opportunity to address this complaint. Our Response remains the same.Customer Answer
Date: 10/25/2022
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.]
Regards,
*********************************
Once again their response is incorrect !!! I have had problems with the 2 smaller boxes,serial # **** & serial # ****. I'm constantly having to unplug them becase they freeze up so I can't change the channels. It happened 10/9;10/10;10/11;10/17;10/18;10/21 & 10/23. I did't call *** because the response is always the same.Unplug the boxes. I asked them repeately to come out & change them out.No action. I was having the same problem with main box & that got changed out 10/3 & not a problem since. To address their response about them calling my cell phone on 10/24 & 10/25 & a message was left,not true.They have my home # & my email address also,no calls or email.Their response said their message was call Executive Escalation Team @ what # ??????? As far as I'm concerned none of this happened. Once again I'm retired & home allday !!!! What excuse are they going to give BBB this time ?????Business Response
Date: 10/26/2022
Our records reflect as of today, 10/26/22, the customer has still not contacted our **************** Team, nor has she responded to our Executive Escalations Team. The customer is welcomed to return the phone call of our Executive Escalations Team, or she can contact customer service locally at ************, and we will be happy to assist in any possible way.
We cannot schedule an appointment through an exchange over a public platform. We can better assist the customer when she returns our contact attempts made to her and engage our field to assist with resolving the complaints presented.
We would like to thank the BBB for the opportunity to address this complaint. Our Response remains the same.Customer Answer
Date: 11/02/2022
[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,
******************************; 11/2/22 I spoke to ******************@ *** today & was very pleased with her handling of my compliant.Initial Complaint
Date:10/07/2022
Type: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.
HIDE THE ***** Slick advertising campaign leaves customers at peril with provider! During initial account creation, customer given (normal pricing) with the caveat that this is their SPECIAL (just for you) promotional discount pricing TODAY ONLY! Only thing the customer knows is the pricing is reasonable and h*** take the deal. Whats really just happened is HES SOLD HIS SOLE!! Theyve disguised this HORRIFIC OVERCHARGE (of FIVEFOLD), as a PROMOTION!! They instantly give you back YOUR MONEY!! Now instead of a business appreciating you as their customer, youre at a major disadvantage because they have done you this GIANT FAVOR!! TWO YEARS LATER, US Government offers $30 discount! *** seizes this BREAK (Provided by the government) as their moment to make MORE money and mysteriously the promotion no longer exists! Without this SLICK DISGUISE, they would never sell a SINGLE **************** contract to ANYONE!! Im a 65-year-old man who lives alone, on a fixed income. This CON puts the consumer at a tremendous disadvantage!! Internet is not gaming entertainment but a critical part of our lifes infrastructure! Its not a luxury item! ******* never saw Amazon coming, ********* never saw Apple coming and when youve LOST that tremendously valuable CUSTOMER LOYALTY. You never get it back!! The marketing guys will completely discount what Ive written the CORPORATE HEADS, the CEOs, would understand and re-consider!!Business Response
Date: 10/18/2022
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 reached out to our customer on 10/7/22 to address their concerns; however, we were unable to provide an agreed upon resolution and they did confirm they already had a scheduled appointment with AT&T and would be changing providers.
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 customerInitial Complaint
Date:10/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been having more and more problems with cable and internet. I finally got through to their tech support tonight and was told a technician would be out on 10/6 to resolve the issues AT NO CHARGE to me. No I get an email that my bill is increasing and that I signed up for a new tech service. I did not sign up for any new service. I just wanted my cable and internet fixed.Business Response
Date: 10/07/2022
***** 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/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show ************* was added to the customer account on 10/4/22. The complete care would cover any service call charges if the issue is deemed a customer related issue. We do not charge for *** related issues. The protection plan is optional, and we can have it removed but if the visit was not considered *** related the charge will still be applied to the account. We have attempted to contact the customer to see if they would like to make changes and did not receive an answer. A voicemail has been left with a direct number to contact if they would like to proceed with changes or may also contact technical support which is open 24 hours seven days a week.
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 SECustomer Answer
Date: 10/07/2022
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.]
Regards,
*****************************
A representative of *** called me. I returned her call twice with no response. Never in my conversations with their tech support was this extra charge service explained to me and never was I told my bill would go up staring this month. I feel this was a fraudulent action. I will give them another business day to return my call then I will again follow up with the BBB. ThanksBusiness Response
Date: 10/11/2022
We have spoken with the customer and the protection plan has been removed per customer request.Initial Complaint
Date:10/04/2022
Type: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 have been getting packet loss for almost a year now. I have called *** to complain and have had numerous technicians come to my house and the problem has yet to be resolved. Now when I call *** no one answers and when I message *** on their app the only thing they can tell me is that there is an outage in my area and do not know when it will be fixed. I am paying too much money for a service that I am not receiving and the service provider either does not know how to solve the problem or just chooses not do anything about it. I have spoken with a few of my neighbors and they are also having the same issue.Business Response
Date: 10/13/2022
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, at this time within the past 7 months we have not had a technician out to the location, which was 03-23-2022, unfortunately this would not indicate that we recently tried to address any concerns, if our customer needs assistance please understand that we can't change the experiences in the past but to address the current BBB complaint we would suggest the customer reach out to our customer care team for assistance, not sure why the customer was not able to get to someone our technical support is available 24/7 at the number **************, please try this number, we would be happy to have a technician out to look into the concerns.
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:10/03/2022
Type: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 bill is normally around 150 to 170 This month 339 dollars was drafted out of my account. I call *** to get an explanation and reason why I wasnt notified of this. This has caused my bank account to go in the negative. The agents I spoke to were nonchalant about it. One agent told me they sometimes send an email of a price increase but not always. I never received anything. I agreed to one price but to more than double that and take it out of my account without permission isnt okay especially being a loyal customer. I would like assistance with this to get a refund and speak to an agent to get this amount back at 147. Im currently shopping for new service but would prefer to stay with *** if this can be worked out. In the state of inflation and many struggling it isnt okay to rob your customers like this and Im a customer that pays my bill not one that you have to chase down for payment.Business Response
Date: 10/06/2022
***** 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/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show the customer had a bundle savings/campaign that expired off the account. The customer has had new promotions applied to the account on 9/22/22 that will last for 12 months. With these type of promotions there are no bill alerts and we do recommend the customer keeping track of the promo end date. Since this was not deemed an error we are unable to apply and refunds or credits to the account.
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 SECustomer Answer
Date: 10/07/2022
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.]I was advised the company sometimes sends out emails when the bill is raised. I never got. Also, my bill doesnt show when promotions expire or what promotions you have. I shouldnt have had soluble the amount of my usual bill deducted without my knowledge.
Regards,
*************************
Business Response
Date: 10/11/2022
That is correct any changes with the Monthly rate charges the customer is notified 30 days in advance which is on the bill statement, however this does not include promotions or campaigns that are applied in addition to lower rate.Customer Answer
Date: 10/12/2022
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.
The company didnt make me aware of the promotion ending and wasnt authorized to withdraw twice what they should have.
Regards,
*************************
Business Response
Date: 10/14/2022
There is no change in the response on our behalf, we do apologize again for any inconvenience.Initial Complaint
Date:09/21/2022
Type: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.
Cox Communications continues to tell the BBB they have fixed my account and have not. This company is FRADULENTLY charging me $136 for one time charges and fees and I was told it was new equipment. *** refuses to take off this erroneous charge for a new modem THEY NEVER GAVE ME. They are being dishonest and saying I got new equipment when I moved the beginning on June but a technician NEVER visited my house. I am trying not to file a civil case and allow them the opportunity to correct this false charge. If not, I will cancel my service. Also, *** representatives said they took it off but they never did.Business Response
Date: 09/21/2022
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 accounts and ensured the request to have the unreturned equipment charges removed, has been fulfilled as of July 8th 2022. We would advise the customer to review account billing history via the *** website where a rolling 12-month history of past billing statements can be viewed. On the billing statement posted on July 10th the adjustment to remove unreturned equipment charges can be found there. Please review the additional billing concerns with a billing specialist at the number listed on the customer's bill, ************.
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 RegionInitial Complaint
Date:09/20/2022
Type: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 December of 2021 I signed up for a new promotion with *** to lower my bill. My Internet from Hurricane *** has been spotty at best. My bill was lowered to ***** and future payments were *****, with only two as *****. In July my bill for no reason at all shot up to ******. I was told that my internet usage was over the data limit. On August 19th, I called in to *** after being informed that my bill would be ****** dollars. I had several people look at it, ****, ********, and the reps go on and on. It was explained to me, by **** that when ******** did a discount on my bill she took away the promotion codes that gave me the lower rate. My promotion was not due to expire until next year in 2023. *** is now trying to not only take away the months long promotion I was receiving, with no explanation, they are also trying charge me almost ******. I have an escalation associated with the account : ********. I was told a supervisor with retention would call me back, that also never happened.Business Response
Date: 09/23/2022
***** 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/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show the customer was on a 12 month promotion which included a 24 month service agreement (contract). The promotions were originally added in December 2021. Per notes from the account discount was accidentally removed while customer was trying to do an upgrade online. The customer did also call in and speak with someone on 8/18/22 regarding big discount being removed and a form was submitted to back office for review on 8/19/22 back office notated the account and stated they were unable to stack the promotions but the promotion the customer is currently receiving is a better deal as it is a 24 month promotion expiring 9/7/24 with no contract. I did also attempt to contact the customer as well regarding issue and did not receive an answer.
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 SECustomer Answer
Date: 09/24/2022
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.
[This complaint only explains that promotions were canceled, it does not offer a credit back to my account. NO ONE FROM *** CONTACTED ME ABOUT ANY OF THIS THAT IS UNTRUE, ************ IS MY PHONE NUMBER.]
Regards,
***********************
Business Response
Date: 09/27/2022
*** number we had for the customer was incorrect but we were able to reach the customer and explain that credit was applied to the account but seem to have went towards the current billing cycle instead of the past due balance owed which is what was quoted by the rep. *** account has been disconnected and a credit will be provided to the customer in the amount of $99.88.Customer Answer
Date: 09/28/2022
[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,
***********************
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