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

  205 N 80th St STE 111 Omaha, NE 68114-3622

  
• 

  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

  

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:04/20/2023

  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.

  During the month of April 2023, there have been several instances in which internet connectivity has been interrupted with no clear indication as to the reasons why or any time period to which a resolution to the issues would be provided. On April 5, internet connectivity was interrupted no less than 10 times in the span of five hours. On April 18, connectivity was interrupted no less than 10 times in the span of 12 hours. When reaching out to customer service via phone and chat, I was first informed that this was PLANNED and that I was notified via my billing statement that there was going to be an outage - a review of my statements does not align with this comment. I was then notified that this was due to a fiber optic upgrade, which I was later explained was false. I was told (by a supervisor) that I would be signed up for text notifications to inform me either at the time of the outage, or prior to an outage, that a service interruption would be possible - I was later told that this was not possible. The supervisor also told me that I would have someone call me after my working hours at 5:30 p.m. (as the department was open until 7:00 p.m.) to discuss further, and I did not receive such a phone call. I would like understand what the issue is at hand and why internet connectivity has become unreliable over the past month, and would like to have someone contact me to discuss these concerns that I have....and to actually have someone work with me to ensure that these concerns are fully resolved.

  

  Business Response

  Date: 04/25/2023

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

• Initial Complaint

  Date:04/18/2023

  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.

  Three years ago, I started working with Cox cable to reduce my elderly father’s bill. It was over $*** and I needed to keep him safe and at home during Covid. Many times I have called and wasted hours of my time to get that bill down. He does not use Internet, he does not order movies or anything that is of excess to his cable. He only needs a phone (for safety) and some channels-that’s it! Finally, last month I got the bill to $*** and I was elated. I received an email today that it has now went up $**. I believe Cox cable should be ashamed at how they treat elderly! (** ****** ** ** ***** ***) Why do I have to play this game of promise of a price and hopefully I don’t pay attention while they raise their prices again! They are practicing a “bate and switch” to customers? It is exhausting! Please help!

  

  Business Response

  Date: 04/18/2023

  We want to thank Christine ***** for taking the time to file her concern.  In receipt of this complaint, Cox spoke with Ms. *****, and we believe he/she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications
  **************

• Initial Complaint

  Date:03/20/2023

  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.

  I moved to a new apartment and got ready to set up my wifi equipment. For some reason it wasn’t working and we reached out to cox and talked on the phone with them for almost an hour trying to troubleshoot the modem. When the technician came out he said the equipment we had was broken and that he replaced it and that was all. When we talked to cox on the phone the tech before the tech came out he said if it was coxs equipment that was faulty we would not the charged a $*** fee. When I looked at my bill for March 27th 2023 they added the $*** charge even though the technician said the equipment we had was broken.

  

  Business Response

  Date: 03/20/2023

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

  Customer Answer

  Date: 03/20/2023

  
  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,
  
  Collin ********

• Initial Complaint

  Date:03/16/2023

  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.

  Acct *************** There is no service here, yet the bills, threats, weekly, more and more. The cox people flubbed my order 12/10. Could have been the easiest thing any of us did all day. Yet months of bullying.because they don’t know what’s going on

  

  Business Response

  Date: 04/07/2023

  
  We want to thank the customer for taking the time to file his concern.  In receipt of this complaint, Cox spoke with the customer on March 16, 2023. The customer was disputing collection notices from a former Cox account. We advised the customer he would need to provide customer privacy notification information to discuss account information and he refused. We educated the customer he could visit a local Cox retail store to reset his pin number and the customer declined both methods of authentication. Cox records show no record of recent payments on the account or return of Cox rental equipment. The account balance is valid debt. We sincerely apologize for any inconvenience caused.   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  
  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 04/07/2023

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

  I am not a customer.  Haven’t been for ** years.

  there is no service here.  It never worked. There was never any service provided.

  it was ‘activated’ by the people at said store 2 weeks early, not honoring my online order at all,

  cancelled by the landlord, and then activated again?   By whom? They have 2 accounts, for me, so how would I know?

  I have no idea what they did. But there was never service here.  At the risk of repeating myself.

  there is no @ccount.  To activate. To give the pin for. 

  the magic decoder ring referenced is a myth.

  I will not ‘activate’ my account , whichever one it is, that doesn’t exist for service that never was.

   

  every time I get a threat, the amount changes

   

  now, ********** ************ *** wants a completely different amount.

  id like that cleared up, too.  Please.  Acct #**********
  
  Sincerely,
  
  Kurt *****

  

  Business Response

  Date: 04/18/2023

  Hello, Cox attempted to reach Mr. ***** and work with him regarding his complaint.  Cox has attempted to reach Mr. ***** by both phone and email.  Cox advised Mr. ***** through email that we would need to verify him through our authorization process for security reasons to discuss his billing. At this time Mr. ***** has declined to provide this verification.  Cox would be happy to assist Mr. ***** with any further concerns regarding this matter.  If he wishes he can reach a Cox representative at the contact information provided to him.  
  

  Thank you.  
  

  Cox Communicaitons 

  Customer Answer

  Date: 04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Cox can reach me just fine.
  They’re a one-string violin, for a month, that’s what we’ve talked about,  just plucking that same string over and over. ******* ** ****** ** **** ******* **** * *****  He’s really insulting to me when he gets frustrated,
  
  Large ******** American corporation steals ****** ******** **** money from anold geezer who doesn’t have an account, doesn’t have Cox service, hasn’t for ** years,  doesn’t have any equipment.  
  What else does one need to know? Isn’t that really really really  clear?
  Your people are trying to destroy me. I’ve had enough.
  Could we talk about that? Please, oh please?
  It feels like there are words coming out of my fingers, honk if you understand.
  I feel like a 9 year old.
  
  I attempted an online order, Dec 10, the day I moved.
  The kid at the Cox store handed me the gear and actived it right away.
  I couldn’t tell him the order number, he wouldn’t listen, he knew better,
  Several days before my desired due date, knocking out the previous tenant, so my land lady had the order cancelled.
  
  That’s the last order or attempted order I have committed.  Honest,
  
  Now I have 2 accounts and nothings gonna move until I run down to the store, the  very cox store who’s bullying ******* me in the first place,
  and score a magic decoder ring with a secret pin inside,
  Until I can produce such magic pin, they’re goi g to continue trying to destroy me.
  
  Every account I had ended Dec 4, because of their bullying.
  Now I have 2 accounts, pin?, account, ?for what?
  I must present my pin to *** ***** cox, which account?   
  I wonder.I’m so confused. I’d just like the collections agency to stop.
  I wish no other contact.  I Offer no other explanation nor services.
  Sincerely,
  
  Kurt *****

  

  Business Response

  Date: 04/25/2023

  We want to thank the customer for taking the time to file his concern.  In receipt of this complaint, Cox has communicated numerous times by email with Mr. *****. Cox would like to be helpful with this matter.  At the same time, we are tasked with maintaining certain security standards regarding customer information.  The customer was disputing collection notices from a former Cox account. We advised the customer he would need to provide customer privacy notification information to discuss account information and he refused. We educated the customer he could visit a local Cox retail store to reset his pin number and the customer declined both methods of authentication. Cox records show no record of recent payments on the account or return of Cox rental equipment. The account balance is valid debt. We sincerely apologize for any inconvenience caused.   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  
  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Here’s the email I shared with Hassan a month and a half ago,

  Its cox’s email thanking me for returning the equipment.

  
  Sincerely,
  
  Kurt *****

  

  Business Response

  Date: 04/25/2023

  Hello, in order to help resolve this matter Cox has issued a one-time courtesy credit for the remaining balance on this account.  Please keep in mind that normally this balance would be a customer's responsibility.  The assigned collections agency for this balance should be updated over the next 30 days.  Thank you.  

  Cox Communications 

  Customer Answer

  Date: 04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  When my wife left me ** ***** ***, she left a trail of bill collectors from nowhere who harassed me for a decade.
  -“Well, you’d better help us find her or else . .“. . 
  
  
  That’s what it feels like you’re setting me up for right now.
  I don’t belong on those people’s **** *****. I won’t  accept that.
  
  
  This is all because of order that cox couldn’t do for me, just to catch you up, just because it feels like we’re talking about 2 different things.
  My crime is, I placed a cox order online.
  
  
  This was started by an order that was over before it started.   in November.
  
  
  I know how important security and integrity and accountability are for you.
  Maybe you can help me with this one.
  
  
  How much did cox damage me by selling my personal, private, super-secret personal information ** *** *** ****?
  information that wasn’t cox’s to,share?
  How much do I have to worry about that now?
  Sincerely,
  
  Kurt *****

  

  Business Response

  Date: 05/03/2023

  
  We want to thank the customer for taking the time to file his/her concern.  In receipt of this complaint, Cox spoke with the customer and we believe he/she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 05/07/2023

  
  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,
  
  Kurt *****

• Initial Complaint

  Date:02/17/2023

  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.

  Asking Cox cable for a refund and an overpayment. When asked they are asking for copies of bank ledgers and balance totals. They were happy to take the deposit that was overpaid but will not provide a refund without seeing private documents. I have asked multiple representatives that tried to help but they can't and won't forward me to any employees that have the authority to help.

  

  Business Response

  Date: 02/23/2023

  We want to thank Mathew ******** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mathew ******** and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

• Initial Complaint

  Date:02/14/2023

  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.

  On 2/13/2023 I had a past due balance of ******. I paid ****** through the cox app. The remaining past due balance showed ***** my fiancee used his card to authorize the transaction for *****. That is the past due amount that appeared on the app in red. But when the payment went through. It charged his card the full pay due balance of ******. I reached out to their chat service since it was after hours for an agent over the phone. The agent stated in the chat that the collections department would be able to refund the amount back to his card. I reached out to Cox's billing department and told the agent our situation. She stated that the accounts receivable department would be able to reverse the charges. She then connected me to that department. After telling the accounts receivable agent our situation. He reached out to a supervisor. The supervisor said no they would not reverse the charges. He proceeded to tell me in some situations charges can be reversed. I asked him why not our situation. He stated he did not know. I asked to speak to the supervisor who proceeded to talk over me and said I had to call the bank. But we had talked to the bank on 2/13/2023 and they stated it would be faster to speak with the merchant and get the payment reversed. I feel we should not be held accountable for an error made by an app that was created by the company. I have had so many issues with this company,but unfortunately they are the only internet provider I can use that has a strong enough connection. Since I work from home.

  

  Business Response

  Date: 02/23/2023

  We want to thank Ashley ***** for taking the time to file her concern. In receipt of this complaint, Cox spoke with Ashley ***** and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

• Initial Complaint

  Date:02/12/2023

  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 canceled my services for a cheaper company. While on the phone canceling I was told I didn't need to return any equipment and after paying the final payment I was told everything was completed. Two months later I got a letter stating I was being set for collections for $*** for not returning the equipment when I was clearly told and even asked the employee several times if she was sure I didn't need to return it. I've tried calling them and I just get stuck being transferred from department to department. They have everything on their voice recording but are still trying to charge me for equipment I was told to throw away.

  

  Business Response

  Date: 02/16/2023

  We have contacted the customer directly to address their concerns and have provided a successful resolution. Thank you.
  

• Initial Complaint

  Date:01/29/2023

  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 took my internet equipment back to Cox on October 31, 2022 because there internet service was awful. Ever since then they keep charging my credit card for internet service. **** * ******** ************* *** ******** *** ****** **** ***** *** *********** **** *** ** *** *** ** *** ** ********.

  

  Business Response

  Date: 02/01/2023

  Cox made attempts to reach Jane ********** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should she wish to discuss this matter further, they can reach a Cox representative by calling ************.

• Initial Complaint

  Date:12/24/2022

  Type:Sales and Advertising 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 communications has provided unreliable internet in my neighborhood for the past week. This problem continues today. Cox communications fails to recognize that the problem is with their service and threatens to charge a $** to everyone on my neighborhood to help resolve this problem. Their best resolution time to have a technician investigate is 5 days from now. Given the large number of cox customers in my neighborhood that are without service should be a clear indicator to Cox that there is a problem. Cox refuses to use basic technology to monitor their uptime and instead blames the customer.

  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/29) */ We want to thank Kevin **** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. **** on 12/28/22 and advised him of completed work on our network as of yesterday. We attempted to follow up with him today but did not reach him again. If he needs further assistance, he can reach Cox at **************. Thank you. Cox Communications **************

• Initial Complaint

  Date:12/14/2022

  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.

  Cox is continuously adding false fees for over data usage charges to my bill. I am constantly contacting them every day to come to a solution and their agents are ***************** I've ever encountered, disconnect chats randomly and they're also ************* and don't proof read before sending messages which is very **************. ****************************************************************************************************************************************************. I cancelled my services and switched to the much better option in town and Cox is refusing to right $*** is false wrong fees that I refuse to get bullied into paying.

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/16) */ We have made attempts to contact Mr. However, we were unable to reach him. Should he wish to discuss this matter further, he can reach a representative at **************. Consumer Response /* (3000, 7, 2022/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not made a single attempt to contact me about the matter. ******** Business Response /* (4000, 9, 2022/12/21) */ We have made multiple attempts to reach Mr. at the number listed on this complaint leaving multiple voice mails. Should he wish to speak with us, he may contact us at the phone number we provided. Thank you!