Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  2010 N. Parkerson Ave Crowley, LA 70526

• 

  Cox Communications

  5571 Nw Expressway Warr Acres, OK 73132

• 

  Cox Communications

  2929 Watson Blvd Warner Robins, GA 31093-8535

• 

  Cox Communications

  2722 Ashbury Point Ln Marietta, GA 30066-4265

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2022

  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.

  I ordered a change in my *** services on July 29, 2022 with a new price of $109.55 per month. After initiating the new service they changed the price $176.14. It's fraud.

  

  Business Response

  Date: 08/16/2022

  ***** 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 customers *** account. The account records reflect that the cable has been completely removed from the account.The monthly rate is now listed at $107.49 as a reoccurring rate for the next year, which includes Internet at the Gigablast level, which includes download speeds up to **** MB. As of 8/16/22, the balance on the account reflects $107.49.  You will be able to view these changes by logging into your *** Account at www.***.com or contacting our local billing team at ************ and listen for your balance via the *** system. Please be sure to return all *** cable boxes to prevent being charged for unreturned equipment. This can be returned to a local *** retail store.  

   

  We would like to thank our Customer for being a value *** Subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our Customer's Complaint. 

   

  Respectfully Submitted,

  
  *** Executive Escalations SE

• Initial Complaint

  Date:08/11/2022

  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.

  Only July 9th we had a technician come out to do a new install. He discovered there was not a tap on the main line on the utility pole for him to tie into so he sent a ticket to construction crew to install a tap. On July 10th the construction crew (bucket truck) came out and said he wasnt able to install a tap until he got clearance from design so he created a ticket with design.I spoke to a supervisor on the 14th who told me it could take between 72 hr and 4 weeks to get the ticket cleared and the tap installed. It has been 4 weeks and 1 day and nothing has been done. I cant even get an update from the company. I have spoken to 3 supervisors since the 14th and none of them were able to provide me any information or updates. Each one told me that someone would call me back within ***** hours with an update. However, I have not received a single call from anyone at ***. One of them even scheduled a service technician to come out even after I told her they cant do anything without the tap. She assured me a tap had been installed. The technician came out on July 29th and immediately left because there was no tap installed. I talked to another supervisor after that and he had zero answers to anything and all he would say is they are waiting on maintenance. This has become a serious issue as my children attend online charter school and need the internet to do school. They started school last Thursday. No on at *** seems to care. They have been attend and doing school work with a mobile hot spot which provides poor bandwidth. I am beyond frustrated at how difficult this has been and the complete lack of communication (from a communications company). I've used their services for 15 years and this is how they treat people. I would have cancelled the services long ago if there was another option in my area. They hold people hostage and have costumer service 0 out of 10.

  

  Business Response

  Date: 08/18/2022

  ***** 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, After reviewing the account, although the address was made serviceable in June, when the work order was originally scheduled on June 28th, the technician documented the trailer did not have a power meter and he could not complete the installation.

  This was due to having no electricity and the tech told the customer to contact us directly once the power was on. There was no way to test if the lines were serviceable at that time.The customer contacted us and had the appointment rescheduled for July 9th and at that time, the installer discovered there was no power at the tap to service the customers home.

  For this reason, there was a maintenance ticket submitted, ESR000003889897, on 7/10/22 and reported there was a design error when the address was made serviceable. The Construction team would not have been able to test the tap originally in June because there was no power when the request was put in by the customer.At this time, there has been another request to construction to validate the tap serviceability on 8/5/22. The only thing we can do is wait for construction to complete the tap work, because otherwise, even if we install the services, it wont work properly.

  
  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

  Customer Answer

  Date: 08/19/2022

  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.
  
  When the ticket was submitted to design on July 10th I was told it would take anywhere from 72 hours to 4 weeks for the ticket to be resolved (ie. the tap to be installed). I received a call on August 9th, 4 weeks from July 10th, and was told that they had just started working on the ticket. I called back on August 18th to get an update and was told the plans had been submitted on August 12th and it would be approximately another 4 weeks till the tap would be installed. On August 19th I received an email that work has been scheduled to install the tap on September 15th. That would be 12 weeks from when the original order was placed (June 23rd) and 10 weeks from when I was originally told it would be no longer than 4 weeks (July 10th). That, in my opinion, is unacceptable customer service and a complete lack of regard for their customers. My children attend online charter school. I have had to purchase hotspot data and rent hotspots from a local library for my children to attend school. So while they have the tap install scheduled my complaint will never be resolved. The time is past and you can't get that back.

  
  Regards,
  
  *********************** Iii
  
   

  
  

  

  Business Response

  Date: 08/30/2022

  ***** 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, After reviewing the account, although the address was made serviceable in June, when the work order was originally scheduled on June 28th, the technician documented the trailer did not have a power meter and he could not complete the installation.
  This was due to having no electricity and the tech told the customer to contact us directly once the power was on. There was no way to test if the lines were serviceable at that time. The customer contacted us and had the appointment rescheduled for July 9th and at that time, the installer discovered there was no power at the tap to service the customers home.
  For this reason, there was a maintenance ticket submitted, ESR000003889897, on 7/10/22 and reported there was a design error when the address was made serviceable. The Construction team would not have been able to test the tap originally in June because there was no power when the request was put in by the customer. At this time, there has been another request to construction to validate the tap serviceability on 8/5/22. The only thing we can do is wait for construction to complete the tap work, because otherwise, even if we install the services, it wont work properly, the customer has already been in contact with this team and working with an agent and this was all explained to our customer , we apologize that the answer to the situation is not what he  expected so its not satisfactory to his standards but we have to think of the long term affects of the service and how it would affect our customer, but please understand, we have do all that can be done to help resolve our customer's issue. 
  
  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

  Customer Answer

  Date: 08/30/2022

  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.
  
  Ticket was submitted to construction on July 10th. On July 14th I was told it would take 72 hrs to 4 weeks to resolve the ticket. Meaning tap installed and functional. The ticket did not even begin to get worked on till August 5th. Then I was told it would be another 4-6 weeks. The ticket sat in their system for 4 WEEKS before anyone did anything with it. WHY?! WHY?! WHY?! No one has been able to answer why there was zero movement for a month or why there was a continuous lack of communication. Especially because I was calling at least once a week to get updates. I was told 5 times someone would call me within ***** hours. Never a call.

  I still have a minimum of 3 weeks before I will have service. 
  

  
  Regards,
  
  *********************** Iii
  
   

  
  

  

  Business Response

  Date: 09/01/2022

  ***** 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 each time the customer responds but , After reviewing the account, the status of this situation has not changed,  we have done all  we can at this time to assist the customer, our customer is currently aware of the situation as you can see in the response below, although this is frustrating this is the best option at this time, we have address this complaint as the best that we can. 

  
  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:08/05/2022

  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.

  I moved my internet service from my previous address to my current address. When I moved the service I was told I needed to create a different account. I told the agent that prior to doing so I want to make sure that this will not put me under contract since I was not under contract at the time, the agent assured me that I was not, so I agreed to do it, what the agent did not disclose to me verbally that I was not under contract for only the first 30 days after that I was under contract for 1 year.Today, I asked *** to cancel my service, they said they are charging me $40 for early termination and refused to waive the $40 fee. This practice is absolutely fraudulent and deceitful.

  

  Business Response

  Date: 08/09/2022

  ***** 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 reflect the customer transferred this account from a previous address that did not include a Price Lock, Contract, or Early Termination Fee.The account records also do not reflect any documentation of an agreement where the customer was informed that they were placed in a 12-month contract. For this reason, we have opted to waive the $40 fee on the account that is listed as the Early Termination Fee. By doing this, the customer will receive a refund for the overpayment of $31.55. The refund will be issued via check to the customer, and we can confirm this account has been closed out in good standing. 

   

  We would like to thank you for affording us the opportunity to correct this mistake. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. 

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June I had to close a bank account due to suspicious activity. This account was my auto pay account for my *** ****. I had changed the account and everything once I had my new account, apparently this change did not go through and I was given a returned payment fee. As soon as I received the email that the payment did not go through I went online and paid the **** manually in order to pay it. I was charged a late fee and I told the representative the issue and it was able to be removed. Well fast forward I see they have charged me another returned payment fee and I was told it was because the payment was sent a second time to my bank and refused. Now *** will not take this charge off because they say they only do one removed charge per 12 months. It was not my understanding that they would send the payment through a second time if they did not receive it the first and AFTER I had paid the **** to give them their money. I have talked to someone and gotten a dispute about this and was denied. I have started another dispute because I am frustrated. I would not have signed up for autopay if this was going to be so confusing a frustrating.

  

  Business Response

  Date: 07/28/2022

  ***** 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 she has encountered, and for any inconvenience that she has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account. 
  We did waive the second Returned payment fee per our customers request.
  
  
  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
  

  Customer Answer

  Date: 07/28/2022

  [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. Thank you for your understanding to my situation and for waiving the second fee. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/27/2022

  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.

  Under 15 USC ****f a debt collector may not use any false deceptive or misleading representation or means in connection with the collection of any debt this account is in violation. Please remove it from my credit report.

  

  Business Response

  Date: 07/27/2022

  ***** 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 this account has not been reported to a collection agency.  The amount showing owed on the **** of $54.99 is correct. As of today July 27th 2022 The account balance is in good standing. No outstanding balance or past due amounts are owed.
  
  
  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:07/25/2022

  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.

  I pay $188 a month for just internet service with ***. I have called in numerous times to complain about the lack of service. The service is unstable. It goes in and out. I get zero resolution. The only resolution I am offered is to upgrade my equipment and service for more money. This has been going on for months. Supposedly they upgraded our area. For the past week, we have had outages every single day in our entire neighborhood. Several people have called in and we get different answers on why we are having issues. They even blamed it on our children being out of school. They have been out of school for weeks now and suddenly there is an issue. They also said it was a node issue. A tech that was in the area states it was like finding a water leak and that something may be disconnected. The only thing they offered me was a $18 credit. I am unable to use the Internet for school or work. *** has a monopoly over the area not allowing anyone else to come in. As a neighborhood we have begged and pleaded for a solution and still nothing. Basically that there is nothing they can do. Meanwhile they are still charging the same prices.

  

  Business Response

  Date: 08/02/2022

  ***** 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 that the customer last individual technician visit was on  12-13-2018, currently looking at the Node, 

  all the issues have been resolved and there are no open service related tickets, we can see his internet is currently connected as of today, if the customer is having issues we ask that they contact our 24/7 tech support line and request

  a technician to the home to investigate the issue, for all *** caused issues with wiring or equipment there is no charge to our customer.  our customer service  number is ****************, also our billing team can review the account for any adjustment.  

  
  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

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/15/2022

  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.

  I have inaccurate items on my credit report that I disputed and I never got the results within 30 day. This account is reported without valid evidence.COX COMMUNICATIONS *** 263778XXX $424.00

  

  Business Response

  Date: 07/25/2022

  ***** 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, ******************** was notified of balance back in April of 2016. As of 4/26/16 ******************** spoke with agents in ***** collections department to setup payment arrangement to get services reinstated after being disconnected for non payment. customer attempted to make payments but account history shows payments were returned for insufficient funds. On July 19th 2016 ******************** spoke with a rep who notified him of his balance of ****** provided he return *** provided equipment. On May 07th 2021 the additional equipment charges were removed as a courtesy leaving balance at $******, ******************** again spoke with an agent from ***** collections department on June 8th 2021 and was made aware of write-off balance and that it doesn't get removed from credit history reports. Lastly in August of 2021 the collections agency contacted *** on the customers behalf to verify the validity of the write-off balance and the collections agency was notified the debt is valid.

  the customer states that he disputed the balance within 30 days however, that does not mean that the balance will be removed if disputed,  but if valid which this balance is, it will not be removed from the account, based on the above information  and review, no changes will be made to the account at this time, this is the third complaint, seems to be one every  month,  in this case the information remains the same, we try our best to help our customers if possible, but in this case, we can only make a decision based on  the account records and based on that this is a valid balance. 

  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations SE

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled services on April 29, 2022. The apartment complex has "quick connect" and a contract with Cox, therefore the equipments are pre-installed in the units. When I moved in they had to install a new equipment but the install charge was waived and they instructed me to leave it in the unit when moving out.I called Cox when closing the account and again was told to leave the equipment in the apartment as their system shows they have "quick connect" and he told me "you are all set"After a few months I receive a bill for non return and item going to collections if payment not received immediately.The agents are no help and they just keep transferring me to different departments. The whole experience has been a nightmare.

  

  Business Response

  Date: 07/13/2022

  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 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. 
  
  Julian
  Executive Resolutions
  Cox Communications, Southwest Region