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

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  
• 

  Cox Communications

  3808 Metro Drive Ste 100 Council Bluffs, IA 51501

  
• 

  Cox Communications

  11505 W. Dodge Road Omaha, NE 68154

  

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:11/28/2024

  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.

  So I cancel Cox around early October. They claim I underpaid on my last bill by 2 pennies. This is false, as I paid the exact amount they posted every time. They have not retracted this claim. I want the payment eliminated in full.

  

  Business Response

  Date: 12/03/2024

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

  

  Business Response

  Date: 12/05/2024

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

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/27/2024

  Type:Product 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.

  Switched from another mobile carrier to Cox Communications the store *** * **** ** ***** Omaha, NE 68114 sold me a defective moto g play 2024 device. The sales person did not offer me any device protection I have only had the device for three weeks and all of the features do not work. I have called customer service and went into the store and they fixed it temporarily. I requested a new device since this is no fault of my own and was told they could sell me another device. Cox sold me a non functional phone and they are still trying to profit by no replacement. I'm trying to resolve this matter before I decide to contact legal counsel

  

  Business Response

  Date: 12/04/2024

  We want to thank ******* ******** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with *** ******** to resolve this
  matter.  After discussing the issue with *** ********, Cox found that a Mobile device feature malfunctioning would need to be address with the manufacturer.  Cox as one time courtesy issued a one-time credit of $30 on *** ********'s account.   We sincerely apologize for any inconvenience
  caused.  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 12/04/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:11/15/2024

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  COX COMMUNICATIONS ACCT ** ******** BAL. $274.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 11/21/2024

  We have made attempts to reach **** However, we did not
  get the opportunity to speak with anyone. 
  Should they wish to speak with us, they can reach a Cox representative
  at the phone number provided to them (via voice mail). Thank you.

• Initial Complaint

  Date:11/07/2024

  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 am submitting this complaint regarding Cox Communications’ refusal to provide me with service at my current address unless I pay an outstanding balance that belongs to another tenant living at this address. I have no connection to this previous account, and I am applying for service independently under my own name.
  
  
  On November 6, 2024, Cox Communications notified me that my application for service could not proceed unless the outstanding balance tied to another tenant at this address was paid in full. I have provided all requested documentation, including my lease agreement and proof of identity, to confirm that I am applying for service in my own name and as a separate tenant. Despite this, Cox Communications insists on requiring me to pay for another tenant’s debt.
  
  
  This requirement appears to violate standard consumer protection principles, as well as Kansas consumer law. According to the Kansas Consumer Protection Act (K.S.A. 50-627), businesses are prohibited from engaging in unconscionable billing practices. Specifically, the Act does not allow companies to force one person to assume the financial obligations of another, especially without any contractual connection to the debt. Additionally, fair billing standards across service industries generally ensure that a new or separate tenant is not liable for debts incurred by a different individual.
  
  
  Further, I am concerned that Cox’s policy of withholding service unless I pay another tenant’s debt may be unlawful under the Telecommunications Act of 1996 and general fair billing standards. As a separate, independent applicant, I believe my application should be processed without conditions based on another resident’s unpaid account balance.

  

  Business Response

  Date: 11/07/2024

  Good afternoon, Cox was able to speak to ****** ****** regarding his concerns.    Cox educated *** ****** on understanding Cox's policy and procedure regarding accounts with past due balances.  Customers interested in obtaining Cox services must provide documentation that they did not reside in the same household with the indebted customer at the same period.  Cox records show that on November 6, 2024, confirming that he did reside at the same Cox location that the indebted account holder resided at.  More specifically a signed lease showing all parties living there was provided.  Cox advised *** ****** on November 7, 2024, that the past due balance would need to be paid in order to activate new services.   We appreciate *** ****** taking the time to speak
  to us.  Thank you.
  
  Cox Communications 
  

  

  Business Response

  Date: 11/08/2024

  Good afternoon, Cox stands behind its original statement.  Cox was able to speak to ****** ****** regarding his concerns.    Cox educated *** ****** on understanding Cox's policy and procedure regarding accounts with past due balances.  Customers interested in obtaining Cox services must provide documentation that they did not reside in the same household with the indebted customer at the same period.  Cox records show that on November 6, 2024, we received documentation confirming that he did reside at the same Cox location that the indebted account holder resided at.  More specifically a signed lease showing all parties living there was provided by *** ******.  Cox advised *** ****** on November 7, 2024, that the past due balance would need to be paid in order to activate new services.   Cox spoke with *** ****** again on November 8, 2024, and confirmed he was able to obtain active service with Cox.  

   

  We appreciate *** ****** taking the time to speak to us.  Thank you.
  
  Cox Communications 

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Let me be absolutely clear: Cox Communications' internal policies are irrelevant when they conflict with state and federal law. Cox’s requirement that I pay another tenant’s debt as a condition for service is illegal under Kansas Consumer Protection laws (K.S.A. 50-627), which prohibit unconscionable practices. This statute is clear that any act or practice exploiting a consumer’s position, enforcing unfair terms, or using coercive demands can be deemed unconscionable. Forcing one tenant to cover another’s debt falls squarely into this category, as it places an unjust financial burden on a consumer for obligations they do not legally owe.
  Furthermore, Cox’s demand that I pay a debt it has already sold to a collection agency is equally indefensible. Under Kansas law, once a debt has been assigned to a collection agency, Cox relinquishes all rights to enforce or collect it directly. Demanding payment on a debt Cox no longer owns constitutes both an improper claim to the funds and an unconscionable act under the Kansas Consumer Protection Act. By misrepresenting its right to collect a debt it no longer legally holds, Cox is engaging in deceptive practices intended to pressure me into paying, despite the lack of any legal grounds.
  I have already filed complaints with the Kansas Attorney General’s Office, Federal Communications Commission (FCC), and Consumer Financial Protection Bureau (CFPB), outlining Cox’s unlawful practices, including the coercive demand to pay debts that are neither mine nor enforceable by Cox. Each of these complaints includes full details on Cox’s insistence on payment of a debt it has no right to collect, along with the demand to cover another party’s obligations as a condition for service.
  If Cox refuses to take corrective action and reimburse the payments I made under protest, I will file a lawsuit to recover the full amount, plus all associated legal costs. Confirm whether Cox intends to resolve this matter lawfully, or whether a court will need to address Cox’s actions.

• Initial Complaint

  Date:10/19/2024

  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.

  I am constantly in an outage and their chat service is HORRIBLE. No one can ever assist with a credit or any understanding of why this continues to happen.

  

  Business Response

  Date: 10/29/2024

  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.

  
  

  Our records indicate that as of October 19, 2024, the customer contacted our customer care team, we were able to get the service back online and apply credits for the service-related issues, at this time we see the customer service is currently online and no outages in the area. 

  if additional assistance is needed, please be advised our customer care team is ready to assistance, we can be contacted at **************. 

  
  Thank you for your time and consideration. 

  Executive Resolution Specialist
  

  Cox Communications, Central Region

• Initial Complaint

  Date:10/09/2024

  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 upgraded my service with Cox in September from 50mpbs to 1 gig of internet speed. Upon using a 3rd-party internet speed test, it was found that we were not receiving the service agreed upon so I proceeded in cancelling my service with Cox on 10/03/2024. Doing my due diligence, I made sure to inquire about any cancellation fees and was assured that I was not going to receive any such fees. I then received a bill from Cox for $190.00, listing a "Early Termination Fee-Agreement" charge. I messaged Cox to understand as I was again, assured that I would not incur any charges. They were unhelpful and basically said that despite what their representative stated, I would still need to pay the fee. I also requested a copy of my Agreement and have yet to receive it despite the representative, Vanella stating that she would provide it. It has since been removed from my Cox account as well. I am requesting this fee be dropped due to their employee's misrepresentation. An unallocated expense in my budget is not manageable in this economy. I have attached my full discussions with Cox as well as the bill received and the results of my internet speed test with a time stamp from the screenshot.

  

  Business Response

  Date: 10/16/2024

  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 reached out to our customer to
  address their concerns, however, our attempts to reach them have been
  unsuccessful.  Once we are able to speak with the customer and verify the
  account, we can address their concerns and provide a successful resolution.
  
  Thank you for your time and consideration.
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

  

  Business Response

  Date: 10/24/2024

  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. We have advised the customer the charge for the early termination fee is valid as there was a change to the account and contract was attached to bill statement. Customer confirmed of the change, but not made by themselves. Agreed to credit half of the fee and customer will be responsible for the remainder of the fee to clear out the account balance. The remaining balance on the account is $95.00.
  
  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, Central Region

  Customer Answer

  Date: 10/25/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/02/2024

  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.

  COX
  Re: Account number *** **** ********* Dear Cox,
  
  I hope you're doing well. I'm a loyal customer of Cox and I'm reaching out to you because times are tough for me financially.
  
  I really like being your customer, but I'm struggling to pay my bills. I've tried reaching out to customer service, but unfortunately, I didn't get any help.
  
  I'm writing to you directly to see if there's any way you could give me a discount on my monthly payment of $332.26. It would mean a lot to me and would help me stay loyal to Cox.
  
  The other options open to me won’t end our relationship the way I’d like to - so any help you can provide will be considered and appreciated.
  
  Thank you,
  
  ******** *****
  **** ********** ** Omaha NE, 68112-2644
  ************

  

  Business Response

  Date: 10/11/2024

  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 reached out to our customer to
  address their concerns, however, our attempts to reach them have been
  unsuccessful.  Once we are able to speak with the customer and verify the
  account, we can address their concerns and provide a successful resolution.
  
  Thank you for your time and consideration.
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  Cox cable is in breach of contract. My account is set up for 500mb per second.
  I have constantly getting lower service. We had a Cox tech here last week, but the problem is not fixed.

  

  Business Response

  Date: 09/22/2024

  We appreciate the opportunity to assist our valued customer. We
  have contacted our customer and addressed his concern. We sincerely
  apologize to our customer for any inconvenience.  Thank you!

  Customer Answer

  Date: 09/24/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  ***** ********

• Initial Complaint

  Date:09/07/2024

  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.

  Date of transaction 9/6/2024. I had ask for a reduction in my internet and phone bill. Which came to $98.80 from $118.90. Which is still high for me because I am on social security. So I purchase my own modem and wifi combo and has them turn it on. After talking to agent she told me that the landline phone would not work your for your phone you will need a new modem to take it to a store and they will give you a new modem for the landline phone. The man at the store said you would have to use the same modem just for the landline. not only was I lied to she sent me a e-mail stating that my internet service monthly payment would be $ 78.87 which if I kept their equipment. Which I never agreed to. If I kept their modem and wifi it would be $98.70 a month.

  

  Business Response

  Date: 09/11/2024

  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 reached out to our customer to
  address their concerns; however, we were unable to provide an agreed upon
  resolution and the customer has decided to make no changes to the account as they are unable to afford an increase in the monthly rate.
  
  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 customer
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: What she offered me for the same internet speed I had before would cost me $480 more a year. She also stated to wait six months to call back to see if they had any promotions for better pricing. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 09/17/2024

  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 reached out to our customer to
  address their concerns; however, we were unable to provide an agreed upon
  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 and deeply sorry we were
  unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has
  given to us to assist our customer
  
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:08/25/2024

  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.

  Over the last decade I have dealt with poor service from Cox, but especially this summer and this past weekend. My connectivity is questionable at best, even on a regular day but on Friday 8/22 there was an outage lasting from 4pm to 11pm. That in itself is understandable, but I did not get connectivity until noon the next day. After several calls to Cox and being told to restart my router, I was informed it was an issue with my equipment (their go to response) and I could pay to have a technician come out. Via text I was able to get assistance and my internet was fine... Until now.
  
  It is 4:45 on Sunday and our area is experiencing another outage. Again, I get it, but this time the agent told me they're doing work in the area and implied it was planned. Here is the issue I am having, I work remote evenings and weekends and I lost hundreds of dollars not being able to work on Friday and I am going to have to pay to eat/drink somewhere with internet to work tonight. The expense is immense. The agent was kind enough to offer me $3.97 for Friday's inconvenience, the calculated bill credit. I said I would speak to a manager next week, and she got a little short stating that it won't do any good.
  
  I would like to let the BBB know of this continued service issue and Cox repeating to take responsibility for the service they offer. Over the last ten years it has always been an issue with my equipment or wiring, and they have been replaced multiple times (and there is less than two inches of cable in my wall). Never have they sent someone yo look at the box. The thing that put me in a position to write this is that apparently they knew outages would be possible this weekend and failed to communicate, a decision that has had a significant impact on my weekly earnings. If I had known, I could have made other arrangements but instead I am out the time.
  
  Thank you.

  

  Business Response

  Date: 09/06/2024

  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.