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

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  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:10/04/2024

  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.

  Our neighborhood internet continues to go in and out. I've had this issue since I moved into the neighborhood in January 2024. Other neighbors have also expressed the same issues within the neighborhood. I pay $200 a month for unlimited internet and have it go out a few times a week for no reason. We don't have the opportunity to switch companies because no other company offers their services in the neighborhood YET!! We are just wanting them to fix the issues so we don't have anymore unnecessary outages. Thank you for your time in this matter.

  

  Business Response

  Date: 10/16/2024

  Dear Better Business Bureau:
  Cox Communications is responding to the complaint filed with your office on October 03, 2024, and assigned complaint ID ******** We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced.

  
  We have reached out to our customer to address her concerns,regarding outages, and we have engaged our field and network teams regarding the issues. Our teams have advised they have isolated and resolved the issues causing the outages. Our network team identified root cause of the issues was commercial power loss affecting the node, in addition to recent storms in the area. At this time our teams will continue to monitor the service delivery to this address and have advised our customer to reach out should additional service delivery issues occur. We have also applied adjustments to the account for the outages.  
  

  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 Better Business Bureau has given to us to assist our customer.
  Respectfully,

  
  **********************
  East Executive Resolutions Team

  
  

• Initial Complaint

  Date:10/04/2024

  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.

  This is in regards to my original complaint number ********. This issue has not been resolved and the correct amount of credits have not been applied to my account. They have had to send a technician out two more times since my last complaint and are about to send another technician out again because the issues are not resolved and said that they cannot credit my account fully until they figure out what the issues are. I am expected to pay bill and my services are not working but credits are not being applied. This is unacceptable. It has been well over a month and dealing with his last go around and I keep being told that they arent sure what the issue is and they have to figure it out before credit is applied. I want my credit Applied now I should not have to pay An entire That has not worked. Again, this is continuing to affect my job as I use my Internet for work purposes. If I have to pay my cell phone provider for a hotspot, it will cost me upwards of $1000 per month and I will be sending that bill to ***.

  

  Business Response

  Date: 12/09/2024

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

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Cox Communications residential internet service at my previous apartment in ************, **. I had no issues with the service and paid the monthly bill with no issue. On Aug 26, 2024 I called and spoke to a *** representative to cancel my internet service as I was moving to *******, ** and would use a different provider. The representative informed me I did not need to return the *** equipment that was in my apartment which I asked about twice since I wanted to confirm I did not need to worry about it. I left for ******* and the service ended on Sept 3, 2024.On Sept 5, 2024 I was informed via email that I needed to return the equipment or else I would receive a $240 fee. I called customer service the next day and confirmed that I was incorrectly told by the agent that I did not have to return equipment but they would raise a ticket so I would not receive the fee since it was the *** agents error and not mine. Still on Sept 19, 2024 the $240 was added to my account. I again called and had a ticket raised to clear the fees since this was Coxs error and I no longer had possession of the equipment and had moved ************, Oct 2, 2024 I began receiving outreach from **** collections team and after speaking with 3 representatives they informed me that there was nothing they could do and that even though their representative had told me to leave the equipment it was still my responsibility to have it returned. I am trying to work with my old apt to see if they still have it from my unit and can return it for me but am worried they may not have it and that this $240 will be sent to collections and reported to my credit score. I was also informed by the last *** representative I spoke with that the agent who told me to leave it would be reprimanded which I find as an admission this is their error. I am at a loss on why it is my responsibility to pay *** or find a way to return the equipment given all of this information and am asking for help resolving this.

  

  Business Response

  Date: 10/03/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concern.

  Cox can confirm the equipment in question has been removed from the account and there is no balance remaining.

  Sincerely,

  Cox Executive Escalations team 

• Initial Complaint

  Date:10/01/2024

  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.

  2024.Aug 9th service was activated in responce to a flyer and equipment left in new appartment.However service was abysmal, unusable.Informed CS and was instructed that a tech would visit.Did on Aug 11th: wiring problem, rewired.1) after two month they slipped a "professional activation service" fee $100 2) No free month 3) they DELIBERATELY hold you in chats for HOURS (four in my case) "checking something" to wear you down provide no resolution 4) make excessively hard to get the offer discount: no uploading THEIR offer code they THEY did provide, but make me go to their office to proove... Keep in line and talk some more. My time isn't valuable...After giving up and ***ling to disconnect was held on line for another hour (in addition to 4 h. in chats)a) Main warning to all: they will do everything to keep you away from a live person, maze in virtual "assitants" and redundant ************ is by design so you give up.b) upsell you unnecessary "premium service" so you don't pay for tech support if you have to ***l edlessly every other day: if I have to *** so frequently I do not WANT your service!

  

  Business Response

  Date: 10/02/2024

  Dear BBB, 
  
  Cox Communications responds to BBB Review ID: 22362200 filed with your office on October 1, 2024.
  
  The Cox Sr Customer Care Team attempted to contact our
  customer in response to their complaint. Unfortunately, we were unsuccessful in
  reaching them.
  
  The customer's account has been brought up to date based on
  their request. We apologize for any frustration this may have created.
  
  If our customer would like to speak with us regarding their
  complaint, they can reach our Sr. Customer Care Team at the phone number that
  we provided in our email.
  
  Sincerely,
  Cox Senior Customer Care Team

• Initial Complaint

  Date:09/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a new equipment from *** and we were asked to turn in our old equipment. We dropped our old equipment off at our *** store on September 6th 2024. Our bill came in and they are now charging us 240$ saying we never turned it in. I messaged them three separate times. I showed proof because I have receipts. The first said wait a week because it hasnt gotten to them. Okay cool. Waited a week and no changes. Contacted them again, sent receipts and the *** said he was taking the charges off. Waited a week and still no changes. Messaged them today and now theyre saying I need to return the equipment that I already turned in. Charges are still on my bill and Im at a loss at what to do. My bill is typically 180/195. With the charges its now 430.

  

  Business Response

  Date: 09/30/2024

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

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/23/24 ****** home security, and internet bundle services bill for Sep/Oct is around 236. I usually pay 154. I spoke to ****** ???, *** Accounts supervisor, today. She explained that a charge of 75 was added to the bill since a tech had come to fix a technical problem. I stated that he had come and stayed for ten minutes. The problem was that two windows had sensors with low batteries or no batteries and needed replacement. It was a minor issue which had previously occurred. However, there had never been a charge before. Furthermore, I added that I am retired on a fixed income, and have been diagnosed with Parkinsons disease. I will need to save enough money for home care when I cant do anything on my own. She said that she could reduce the price in half or I could pay 3 months for the program offered by ***. This program is for customers not to pay for a tech visit. I responded negatively to her two offers because its unfair for me to pay for a service 1. I wasnt informed about prior to the tech coming, 2. Previously I had never paid before for the same service, and 3. My approximate 15 years of being a loyal customer and always making automatic payments on time.Our conversation ended unresolved since she couldnt understand my current situation and rationale. Please assist me in resolving this issue.

  

  Business Response

  Date: 09/24/2024

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

• Initial Complaint

  Date:09/23/2024

  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 was getting my home internet service via Cox Communications and had done so for a little over 2 years. I decided to switch ISP's due to better download/upload speeds offered by LUS Fiber. I called *** to cancel my service and they told me that I'd have a $45 balance remaining. I paid the $45 and a few weeks after doing so, they send me another bill for $14. I got in touch with to see why all of a sudden the random $14 bill showed up and where it was coming from since they told me when I cancelled that I had a $45 balance in which I had already paid. The only thing that they could tell me was that "there was a miscalculation" on their end. That's it. No elaboration. Nothing other than "Oops. We messed up?" So I refused to pay it. And now they're sending my $14 balance to a collection agency by the name of *********************************.

  

  Business Response

  Date: 09/25/2024

  *** made attempts to reach ***** ***** in receipt of his complaint; however, we did not have the opportunity to speak with them. A review of his account shows on May 2, 2024, Mr. ***** received the federal *** benefit of $14 on his account.  *** received notification on June 13, 2024 from the federal ACP program that Mr. ******* account did not qualify for the *** benefit received on May 2. 2024.  *** was required by this federal program to reverse the credit of $14 the same day.  **************** wish to discuss this matter further, they can reach a *** representative at the contact information provided.
  
  Cox Communications

• Initial Complaint

  Date:09/17/2024

  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.

  Iam reaching out regarding an ongoing issue with a charge that was mistakenly applied to the wrong account. I initially informed *** of this error on 8/17/2020, and I am now following up to have this matter resolved once and for all cause they have debt collectors reaching out to me.Ive attached:- My original email from 2020 detailing the issue - A copy of the bank statement showing the charge as they requested - The payment receipt for the payment processed I would appreciate it if this could be rectified as soon as possible, as I am not associated with the other account in question. Resolving this will ensure that the debt collectors stop contacting me about this matter.I am not responsible for an acct balance thats not under my name ! The payment needs to be routed correctly cause I dont have a balance

  

  Business Response

  Date: 09/25/2024

  we would like to Thank the BBB for the opportunity to address this concern, 

   

  we have had our Executive Resolution Team to review the account, our records indicate that the account being disputed is in the name of ***** ***** if he is decease please share this information with the collection agency that has the debt now, and they can update the records, typically calls can be made to the person that owes the debt or anyone associate with the person,  at this time the information provided also doesn't match our records of the account mentioned and is outside of the 60 day dispute policy. 

  our recommendation would be to reach out to the debt collector and dispute this balance, thank you for taking to time to reach out to ***. 

   

  Executive Escalations Team. 

   

  Customer Answer

  Date: 09/25/2024

  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.
  

  On Wed, Sep 25, 2024 at 1:07 PM Kiyamika ****** <***********************************************************************************************************************> wrote:
  

  Hi ******,

  
  

  - Issue: Charge mistakenly applied to the wrong account. (Please note the accts are 1 digit off which explains how the mistake happened. )

  
  

  - Initial notification to ***: 8/17/2020 informing them of the error. (Same day the error occurred)

  
  

  - Debt collectors have recently been contacting me regarding a pass due balance in the amount of the payment error made to the wrong acct.

  
  

  - Attachments:

    - Original email from 2020 detailing the issue.

    - Bank statement showing the charge (as requested from ***).

  
  

    - Payment receipt for the processed payment on 8/17/2020.

  
  

  - Request/Resolution: Correct the payment to stop debt collector contact, as I am not responsible for the balance on the wrong account for the deceased ***** Lyons 

  
  

  - Clarification: I do not have a balance, and the payment needs to be routed correctly.

  Im not responsible for an account thats not mine. 

  
  

  
  Regards,
  
  Kiyamika ******
  
   

  
  

  

  Business Response

  Date: 09/30/2024

  we would like to thank the BBB for allowing us the opportunity to address this additional concern, our position in the matter has not changed and this is further details as to why, 

  Based on our review of the account our records show that the account for ***** ***** is attached to his/or her SSN and not the person filing this complaint However at this same address the complainant requested service in their name  and did not pay the full balance due leading  to it being sent to collection , although a payment was made the payment was then disputed and returned to the consumer,  at this time we have no record of a payment to clear this balanced owed, and it is outside of the 60 day dispute policy for the current account balance. 

  we thank you for bringing this matter to our attention. 

   

  *** Executive Escalations Team

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay *** for an internet service plan for up to 1 Gbps download / 35 Mbps upload.I continually only get ~200 Mbps for download and 16 Mbps upload.I have put in multiple service calls, and they have replaced the modem (*** provided modem) five times now. The internet upload/download speeds will get 1 Gbps download / 35 Mbps upload when I reboot the modem. This has to be done multiple times throughout the day.The service techs say it is because *** main line (nodes) is having drops. They put in a service ticket for the main line each time.After many phone calls, emails, service calls I continue to not receive what I am paying for without rebooting the modem multiple times throughout the day.I have also requested *** provide me a credit and nothing. At the end of the day, I just want what I am paying for.

  

  Business Response

  Date: 09/19/2024

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

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sim card suddenly stopped working.I've paid my bill on time and in full for over a year. I also have *** wifi paid on time and in full again for over a year.I called 2 times and spent over 2 hours on my other phone I have with a different carrier. One call was to *********** in ****** so *** is taking **************** providers jobs out of the country. So *** wants a fee up front to send out another sim card which is how I use the mobile services. I am also told it will be minimum 3 - 5 business days that I will not have access to the mobile service I have already paid in advance.This is theft in that they want me to pay for the equipment they should provide as part of their services provided.I am transferring my services as soon as possible and am appalled that this is even an issue.I paid cash for a *** phone and was sent a sim card to activate my service. My phone has been in a protected case and not damaged in any way.That the sim card suddenly failed is not in any way considered my fault yet as a Disabled Veteran living on a fixed income I have to find a way to pay again in advance for the service to be provided that I already pay in full on time every month.I plan on filing several complaints via social media and other venues like BBB, CPFB, FCC to name a few.This is highway robbery and $5.37 should not stand between me and a working mobile phone service.

  

  Business Response

  Date: 09/23/2024

  Dear BBB, Cox Communications responds to BBB review ID # ******** filed with your office on September 9, 2024.

  The *** Executive Escalation Team attempted to contact our customer in response to their review. Unfortunately, they were unsuccessful in reaching them. In order for us to properly assist our customer with her concern, it is necessary for us to obtain account verification from our customer and communicate with her directly. 
  If our customer would like to speak with us regarding her concern, she can reach our Executive Escalation Team at the phone number that we provided in our voice messages and the email we sent her.
  Sincerely, 
  The *** Executive Escalation Team