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:03/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a low priced internet plan on 3/16. I picked up the modem in-store on 3/17. While there, the *** asked if there was a box already at our apartment. I said no, and he informed me that they showed a still-active box for the apartment from the previous tenant. That tells me that just 2 weeks prior, someone actively had WiFi in our apartment. We get our box, head home, and follow the instructions to a T to set up our WiFi. It doesnt work. I reach out to *** support, and the only troubleshooting they provide is to unplug the modem and plug it back in again. When that doesnt work, the agent tells me my only option is to either pay $100 for a tech to come out or I can sign up for their monthly help service (but if I cancel Ill be charged the $100 for the tech). This immediately felt like I was being duped/scammed. I stated that I shouldnt have to pay when I followed the instructions exactly and that someone else had just had WiFi here with ***. He says I have to pay $100 to get it set up. I had to ask multiple times to be escalated to an on-shore ***, to the point of asking him if hes refusing to escalate me. He sends me to another off-shore supervisor. Suddenly there are additional troubleshooting steps. When those dont work, she also says I have to pay $100. I tell her to just cancel my service then. Then she suddenly had even more steps, including resetting my modem (how can she remotely reset a modem that they allegedly cant connect to?). It doesnt solve the issue, she ***eats I have to pay $100, I ***eat I will not, that *** should cover that cost in this situation (as its out of my hands and not my fault), and to cancel my service. She transferred the chat to another person for cancelation. He asks for a PIN, which hasnt even been generated for me yet, and when I give him my SSN instead (as was accepted by the previous ***s) he said that wont suffice and refuses to cancel before ending the chat. Im looking for resolution one way or another

  Customer Answer

  Date: 03/27/2025

  Good afternoon,

  I was curious to know if anyone has heard back from the company regarding the complaint? I have not been contacted by them as of yet, and I still am not able to use the service I signed up for  I just wanted to check in  

  Thank you,

  ****** *****

  

  Business Response

  Date: 04/02/2025

  Dear BBB,
  Cox Communications is responding to BBB complaint ID #********, filed on March 28, 2025.
  

  We apologize for the service issues and the customer's recent experience with our representatives. On April 1, 2025, an Executive Escalations Specialist contacted the customer, and a technician restored the service the same day. We waived the service call fee due to the poor experience.
  

  We will review the interactions for training purposes and have provided the customer with our direct contact information for any further questions or concerns. Thank you for allowing us to address this matter.
  

  Sincerely,
  The *** Executive Escalations Team
  

  
  

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted cox communications today to determine if there were any cheaper services. I was told there was a package for $196.60. I agreed to that package. When I came from work, I had no cable channels only local channels, I called to determine what I was paying for. I was informed that it was a starter package which includes local tv. Why would I pay for local tv. My bill was originally $242.00 per month. Out of just frustration I informed the representative to give me my original plan for $242.00. He informed that it would be $259.00 which is an even higher charge than what I originally pay. I want my original monthly payment of $242.00

  

  Business Response

  Date: 03/28/2025

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

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called *** was on the phone for 3 hours transferred to different departments. My data charged me $100 when my Bill was never this high. I don't have cable in my home, we don't stream at all. After looking at my bill and going through my concerns the representative issued me a credit of $100.00. The representative took my debit card information over the phone, and provided me a tracking number. It's been three weeks and I still didn't receive my refund. I need my $100.00 refunded back to me. Here is the approved tracking number. Ticket KSR000014915941

  

  Business Response

  Date: 03/27/2025

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

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved into my apartment at ***********************************************, the equipment for cox communications was already in the apartment. I opened an account with *** and used the equipment. I moved out of my apartment before January 1st, 2025, and told the person who took my payment that I was closing the account and would no longer be using the services. 3.5 months later, *** is threatening to send my account to collections. Instead of closing the account, they are telling me I have to pay over $100 for an account I already paid for, for dates AFTER I moved out of the apartment. I called *** today to speak to a representative, I get connected to a foreign person who barely speaks English. He had to repeatedly ask the same questions because I cannot understand what he is saying. I told him multiple times that I moved out, *** has access to the account to see no device has been logged in to their internet services since I left, and that I am not paying for services I did not use. Instead of being cordial and closing the account that *** 100% has access to view has been unused, he told me with an attitude that it doesnt matter if I hadnt used the services and that the account was not closed, and that he will still need me to pay over $100. *** can track data usage and will cut off any customer who uses over X amount of data, therefore they have the capability to open the account history and see that I haven't, nor has anyone else, logged into or used their equipment since we moved out of the apartment. Instead of passing my information onto a manager or someone who can help with the situation, the man told me he will just notate the account that I refused to pay and send it to collections. I did not refuse to pay, I paid for every month of service without missing any payments for every day we lived at the apartment. *** needs to educate their employees and fix the issue at hand. We did not use the service, we should not owe anything. The *** should be closed.

  

  Business Response

  Date: 03/26/2025

  *** made attempts to reach ******* ***** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should Mr. ***** wish to discuss this matter further, they can reach a *** representative at the contact information provided.
  
  Cox Communications
  

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration with the way *** has been handling my account. My services have been repeatedly disconnected, and every time I attempt to restore them, I am charged $60$20 for each service. This practice feels unfair and financially draining, especially for someone like me who lives off of disability and receives income only once a month.I have done my best to keep my bill within a range I can afford, but lately, Ive been paying an overwhelming amount in fees rather than for actual service. For example, I made a payment on the 15th, yet by the 18th, my service was disconnected for nonpayment, requiring yet another payment. How is this reasonable when I had just paid?I have explained my financial situation multiple ****** recently had only $9.48 left to my name, and despite this, *** still insisted on taking it, showing no regard for my circumstances. I understand that *** is a business, but this level of inflexibility is unreasonable and puts struggling customers like me in an impossible position. The constant fees, disconnections, and financial strain are making it extremely difficult for me to keep my account.I need someone to help me find a real solution instead of constantly adding more stress. I am not asking for a free serviceI am asking for fair treatment, consideration, and an actual resolution that allows me to maintain my account without drowning in fees.Please advise on how *** can work with me to prevent these repeated disruptions and excessive charges. I look forward to your prompt response.

  

  Business Response

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July I purchased a condo with a bulk contract with ***. I called to set up an account and said this multiple times, however I was signed to another service and was charged a for services I did not need. I confirmed with the property management company that there is in fact a bulk rate for our building. I called *** MANY times over the course of the next few months being shuffled to different services I did not need, then being overcharged for them. One representative said there were actually several contacts in our building that were being overcharged for services that were actually included in our bulk contract. I finally was able to get on the bulk contract.However, *** has a policy to only issue refunds for 60 days. For a company to overcharged for unnecessary services for months after many hours of phone calls trying to rectify my situation, feels like thievery.

  

  Business Response

  Date: 03/24/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to our customer ***** ******* to address their concerns, however, our attempts to reach them via phone call and email 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.

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Both my response phone call and voicemail as well as a return email, have all gone unanswered. I would also be happy to resolve this issue give the proper chance and not the bare minimum.  
  
  Regards,
  
  ***** *******
  
   
  

  

  Business Response

  Date: 04/04/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer. Please allow us to begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.

  
  We sincerely apologize for the inconvenience and frustration you have experienced with your Cox Communications billing. We understand how important it is to have your concerns addressed promptly and accurately.

  
  Our Executive Escalation Specialist has been diligently trying to assist you with your billing concerns. The specialist has reached out to you via phone and email on multiple occasions, specifically on March 20th, 24th, and April 1st and 4th, 2025. Unfortunately, we have not been able to speak with you directly to authenticate your account and provide the necessary assistance. We deeply regret the inconvenience this has caused you and are committed to resolving this matter if you still require assistance. Please contact our Executive Escalation Specialist at your earliest convenience or our 24-hour support line at ************** so we can authenticate your account and address your billing concerns promptly.

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have responded to each call and voicemail on the occasions listed about, but continue to receive a voicemail when calls are returned. If there is a different company number that a human answers so that we can resolve this, please, send it.

   

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

  
  

  

  Business Response

  Date: 04/07/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have continued to reach 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. Our records show the customer has not made any attempt to contact our customer support to resolve this matter. Our specialist has made numerous attempt  on a direct line to contact this customer over the phone and sent personal  emails to the customer. We were unable to provide a resolution with outspeaking with the customer. We urge the customer to contact our customer service line open 24 hours. 

  
  Thank you for your time and consideration. 

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease agreement includes rent as part of the charges assesed. Previously, I made an arrangement with *** to upgrade the plan provided by rent to gigabit internet, at a differential charge of $20/month under account *************************************** July 2024, the community upgraded to gigabit internet and updated their service package. Account ****************** was closed without any notification. I called *** technical support and inquired about the account closure, as my service was disrupted. After a few transfers I was connected to Technical support who assisted with creating account ****************** and adding my modem back onto the account. With the community upgrade, no additional charges were incurred, I received gigabit connection from July through November 2024 without data caps or fees.Around December 2024, Cox Communications began charging me $120.00 for service. This occured without any prior writter or verbal communication. I did not engage in any additional business agreements with the company. I reached out to my leasing office at ***************, where I was informed that my rent still included the internet service package and my payments were being applied to a bulk account. ********************** were sent to our representative at *** Community, ******. I missed a call from the representative in January 2025 and called back but didn't get an answer. I received a callback and we discussed my dilema, I was informed that I was not allowed to have my own modem, which was not previously communicated to me and contratry to the support provided in July. I explained this and advised I don't have wifi capabilities for my computer upstairs and no way to plug in directly to their equipment. The *** representative offered a solution to run a line upstairs, advising I wasn't the only ******* in this situation. I agreed to this as a great solution and requested to have the charges removed, the representative said they would look into it and are no longer responding to me

  

  Business Response

  Date: 03/17/2025

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

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 7, I attempted to make a payment for my *** bill and because of a "Security measure" I had to verify my identity. I tried using my PC to "Capture" my ID but it FAILED! Also, the mobile FAILED as well as it was either a focus or barcode issue. Their system is a CHEETAH and it was supposed to take a photo of my ID then selfie! It CRASHED on both systems and now I believe this is a MAJOR system error and a security risk which they FAIL to address or correct! I informed them payment WILL be delayed if this is not corrected IMMEDIATELY since this is a BULK account but the bill is an ADD-ON service in addition to what my apartment complex covers. I have NO issues paying this reasonably priced extra.

  

  Business Response

  Date: 03/14/2025

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

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/23/24, I called *** to cancel the alarm service **********************************************************************. While on phone with *** in *****, my property mgr was at condo. I specifically asked *** agent if I had to return any of the alarm equipment and they said no. I even verified again answer was no. So I texted prop mgr nothing to return and panel discarded. A few weeks later I get text I owe $200 because I did not return the panel So I use virtual chat - and was told by *** agent that $200 charge would be reversed but they could not reverse charge untii charge appeared on statement So I am back again on virtual chat. Get a supervisor and they remove the $200 charge after I email screen shots saying the charge would be removed. I watch the charge disappear on my screen, thinking this is resolved. A week later the $200 charge reappears. I spend another two hours on chat and they give me a ticket number and tell me that it will be removed in 24 hours and that I will get an email. Well 3-5 days later, the charge is not removed and they cannot find the ticket request I call this time 2/19/25 get new ticket number and call back 2/24/25 agent told me I have to pay the $200 charge. I ask to escalate to a manager and my phone is disconnected.I want the $200 charge removed. *** made a mistake on the phone with me with their agent and told me I did not have to return the equipment. Then they tell me they would reverse the charge, Then reverse the charge then it reappears and now told me to they will not remove the charge. *** needs to be accountable for their agents actions on the phone and virtual chat and remove the $200 charge. I have spend more than 8 hours on virtural chat on the phone trying to resolve this matter.

  

  Business Response

  Date: 02/28/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and have provided a successful resolution. The equipment in question has been removed from the account and the charge will be reversed back.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  ******** *.
  Executive Resolution Specialist
  Cox Communications, **************

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Cox Communications last year for **** services only at a monthly rate of $49.99 for 500mbps. I paid this rate every month on time despite frequent service interruptions. Today, I was sent an email saying my new monthly rate would be $105.00 per month for the same service--a more than 100% rate hike without warning for the same services. I contacted *** to try and negotiate a better rate, as *** is the only service provider in our area. I was disconnected from their Retention Team multiple times in a clear effort to discourage renegotiation. After an hour of effort, I did speak to an agent who offered me $90 per month for the same 500mbps. I explained that this is not acceptable, as it's still nearly double and price-gouging due to no other service options in this neighborhood. The agent said they could not offer any other solution, so I accepted the $90 rate. Then, once I accepted, the agent said a "computer error" would not allow him to make the change at all. This is clearly both price gouging, and a bad-faith effort to scam customers. *** does not have robust competition in our area, is is doubling rates for the same services because it holds a monopoly. I am requesting assistance getting this rate brought back down to something reasonable.

  

  Business Response

  Date: 02/24/2025

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