Complaints

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:06/30/2025

  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.

  Hello,This has to do with a tranfer of service and how they have messed this up and it is VERY difficult to speak with someone that speaks english! I'm asking for a senior customer service manager to contact me so we can get this taken care of.

  Business Response

  Date: 07/01/2025

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

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23535339
  
  I am rejecting this response because:
  This is the way they are, we filed and waited for a response, they responded yesterday and we replied to their email when we received it.  ONCE MORE I AM 88 Years old and not a kid.  The email sounded like it was from some clerk and we requested to speak with a customer service MANAGER.  We are happy to speak with them but we want someone that will LISTEN, not fast talk us.  We are finding that they like to TALK rather than type so we can read their response and respond.  AGAIN, WE ASK FOR A CUSTOMER SERVICE MANAGER ( not a clerk ) so we can settle this ASAP.  I answer as fast as I can and for sure will answer daily!!  Thats much better than they did when I tried to reach them prior to the BBB complaint.  

  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/08/2025

  Dear ***** *****, 
  
   
  
  Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau. 
  
   
  
  Our Executive Escalation team member spoke with you regarding your *** account on July 3, 2025, and have provided a resolution for the concerns brought up in your complaint.  
  
   
  
  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.  
  
   
  
  If you have any questions or concerns regarding your account, please contact our *************************** at ************. 
  
   
  
   
  
  Best Regards, 
  
   
  
  ************************;
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 07/09/2025

   
  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:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer Name: ****** ****** *** Account Number: ****************** Complaint:Im submitting this complaint regarding a $225 equipment fee that was charged after I moved and accidentally left my *** modem behind at my previous residence in Las Vegas, ******. I now live in a different city and no longer have access to that property.I spoke with both a *** agent and a supervisor via live chat, asking for a one-time courtesy waiver due to my long-standing customer history and the genuine nature of the mistake. Ive always paid on time and never had any issues. Unfortunately, despite this, the request was denied, even though I explained that I have no way of retrieving the device and was unaware it had been left behind.I understand the importance of returning equipment, but I also know these modems are mass-produced and cost far less than the amount being charged. This fee feels more like a penalty than a fair resolution, especially when theres no way for me to correct the ******** simply asking for understanding and fairness a one-time credit to resolve an unintentional situation that Ive done my best to address.Thank you for your time and consideration.

  Business Response

  Date: 07/01/2025

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

  We have reached out to our customer to address their concerns; however, 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 Resolutions

• Initial Complaint

  Date:06/23/2025

  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.

  In April, we were told by management that *** services in the cable division were to be dropped as a cost-free (Included with rent) Representatives were to visit the facilities ******** Village) today & tomorrow to answer questions and either return equiptment or keep it and pay separately. I have NO issues except for the price. I AM going to drop service for now as I have ROKU streaming system but my BIG issue is the miscommunication as to what is covered and what is not. My facilities manager says we DO have internet and landline service but *** says no. Also, the calls have gone through several agents with NO resolutions! And the transfers were DROPPED unknowingly which is extremely unprofessional!

• Initial Complaint

  Date:06/18/2025

  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.

  First of all, *** does not allow you to cancel your subscription on line. I had to chat for over an hour while they denied my request to cancel my subscription. This occurred on 6/18 from 9:45 - 11:30. They denied my request over and over again. I do have a copy of the chat. I am requesting reimbursement of my time of $100. I missed an important work meeting because of this.

  Business Response

  Date: 06/19/2025

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

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23487532
  
  I am rejecting this response because: *** is abusive with their price gouging and continuous, prolonged outages, and now this current customer service issue! I have never been compensated for my lost business due to outages and wasted time with their poor customer service. They never reimbursed me for countless hours/days without internet which caused me to lose money & business but I had to pay in full, every month at an outrageous cost due to their monopoly in Las Vegas. *** is the epitome of a greedy corporation and I can only hope that they go out of business. At the very minimum they owe me, conservatively, $200.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 06/26/2025

  
  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to our customer previously 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, as we do not reimburse for lost wages or time spent our customers may spend on the phone addressing concerns with our agents. 
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
   
  
  
  Executive Resolutions
  
  
  

• Initial Complaint

  Date:06/17/2025

  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 cancel my tv service with *** and get the unlimited internet with them I was told the price will be ****** including tax monthly I agree. On may 30th I receive a phone call stated it was *** it was strange so I hang up and call *** I then spoke to a representative she said it was not them scam being using there number trying to get customer information. I then told her my internet ?? is buffing a lot she stated for ***** they can up grade the speed from 500 to 1000 I said ok. I then get an email on the 6th of June for an up grade for 2 gig for an extra 20 for 24 months. Saw that email today if I had know I wouldve done that for the extra 20. I received my bill today its 198 Im trying to figure out whats going on I cant afford that expense bill thats why I canceled ?? my tv cable through them all I want is unlimited internet that myself and kids can used with out buffering a lot, my kids are in school and my oldest is in the military serving his country, can someone anyone help me with whats going on. Im so exhausted every-time I call *** even the supervisor cannot help me they are unprofessional and rude. I dont get it the representative with tell you how much your bill will be I agree and then I get a bill that is completely different I trust the representative they are untrustworthy and be lying ?? to you. Im sick of this. I have been with *** since 2017.

  Business Response

  Date: 06/18/2025

  Dear ****** *****,
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your *** account on June 18, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  Customer Answer

  Date: 06/18/2025

   
  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:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I moved I kept getting these notices saying that my bill was due like my current bill my current months bill that my service was still connected.I didn't understand so I kept calling them,i kept calling them.I work 12-hour days and with a move on top of it plus my commute from work I have very limited time available so I kept trying to contact them I would get in touch with them,I told them I'm not paying the bill past when it was supposed to have been disconnected on April ******'s not happening I wasn't supposed to have a bunch of disconnection fees or anything it was just supposed to be disconnected and I was supposed to turn the router and pay the rest of the month's bill from the previous month which was like $70.the whole time I'm getting these text messages saying that my service is still on and it's going to go to collection and my service is still on and it's going to collection and like why is my service still on I don't live there anymore like it was supposed to have been disconnected and this it was May by this time.I'm getting these text messages every other day I'm getting these emails and I literally it feels like I'm being harassed right cuz I keep calling them and nobody can understand me like and I have proof of my phone calls to them and they're just running up a bill in my name even though I asked for it to be disconnected.they just gave me a little slip of paper that said you can turn in your router here and they were of no assistance to me at all whatsoever they said well this is a place for employees this is a customer service center,I said you're right it is so can I please give some customer service cuz I'm having a really hard time trying to get to find someone to solve the ******** I I've kept trying to call them and I keep getting the runaround and now I have this huge bill in my name for this disconnection fees plus fees for this router that's sitting in my car because I was told not to turn it in until the service is disconnected

  Business Response

  Date: 06/17/2025

  Tell us why 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 Resolutions
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent Attention Required Chapter 13 ********************************************** Customer Support Dear ********************** Customer Support, I am writing to formally bring to your attention the issues I've been experience regarding my account following the filling of my chapter 13 bankruptcy in March 2025.Despite notifying your company, and other service providers such as **** and ********* who acknowledged and acted on the bankruptcy protections, I have not received similar support from *** Communication. I have called multiples times and spoken with various representatives, each giving me conflicting information, and unfortunately, my service was still disconnected Key issues includes:Lack of acknowledgement of chapter 13 status:Customer Care representative appeared unfamiliar with chapter 13 ************** follow-up on support tickets: I was advised a ticket was opened, but no follow-up occurred.Inability to downgrade service: I have past-due balance, which I believe should be handled through the bankruptcy plan, and this is blocking my ability to adjust my service Given the legal protections under Chapter 13, I kindly request the following:1. Immediate reconnection account reinstatement pending bankruptcy plan resolution.2. Removal of any penalties or restrictions associated with the past-due balance.3. Assistance with downgrading or adjusting my service to match my currents needs.4. Assurance that my bankruptcy filling is now correctly noted in your records Attached is my Chapter 13 case number and filling date reference date for reference:Case Number: 25-11704 Filling Date: March 27, 2025 Jurisdiction: United States Bankruptcy Court District of Nevada.if this issues is not resolved promptly, I may have no choice but to escalate the matter to my bankruptcy trustee and legal counsel, and potentially file a complaint with the *** or CFPB for violation of bankruptcy protections.Thank you for your immediate attention.. .

  Business Response

  Date: 06/18/2025

  Dear ******* ******,

  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.

  Our Executive Escalation team member spoke with you regarding your *** account on June 18, 2025, and have provided a resolution for the concerns brought up in your complaint.

  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  
  

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Still being billed even after I cancelled my service and paid all dues. They sent another bill to a debt collector whom claims I owe $100 something to them. I also got billed directly from them at $23.

  Business Response

  Date: 06/13/2025

  Dear **** ***** ********,
  

  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  

  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  

  If you have any questions or concerns regarding your account, please contact our *************************** at ************.
  

  Best Regards,
  

  *** - **********
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  Date:06/12/2025

  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 am submitting this complaint due to an unresolved billing dispute with Cox Communications. Despite reaching out to their customer service multiple times, I have been met with unhelpful responses and no meaningful assistance.I am currently facing a period of financial hardship, and I asked *** for flexibility or a resolution regarding my billing situation. Rather than offer support or options, their representatives have been dismissive and unwilling to work with me. This has created additional stress during an already difficult time.I have made good-faith efforts to resolve the matter directly with ***, but I have received no clear explanation of the charges or any willingness to accommodate my situation. I feel that I am being unfairly treated as a customer, and that *** is failing to provide reasonable customer support, especially given my hardship.Desired Resolution:I am requesting a full review of my billing account, an explanation of any disputed charges, and a fair resolution whether that be a payment plan or adjustment of the disputed charges. I also request that *** improve its customer service practices, especially in handling customers in hardship situations.

  Business Response

  Date: 06/12/2025

  Dear ****** ******,
  Cox Communications (***) is in receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers.
  Our Executive Escalation team member spoke with you regarding your *** account on June 12, 2025, and have provided a resolution for the concerns brought up in your complaint.
  If you have any questions or concerns regarding your account, please contact our *************************** at **************.
  
  Best Regards, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April I spoke to cancellation **** to cancel I was told to keep my business my bill would reduced to $100 They left a balance of 50$ In between the dates of April 1st to May 26th I spoke with four additional ***** I called multiple times to discuss the balance and that the 50$ was to be waived per my conversation with the cancellation department. I was told my services would not be interrupted even though I have been getting threatening texts and emails about suspended services. In May 26th my services were disconnected on a holiday. All the managing **** were not available and cancellation **** was closed. I was without services for over 24 hours. I was also told there would be ticket sent to management requesting the 50$ be waived as a courtesy. After speaking to a *** I was told there was no ticket/ request placed for any courtesy refund. Then may26th after calling multiple times to speak to a ***resentative I got fraudulent email and texts saying that I did agree to pay 50$ May 28th which I did not at all. I have witnesses to the fraud and the manner in which *** has violated my consumer rights. I would not recommend this company to even my worst enemy. They are misleading and use threatening **** collection practices.

  Business Response

  Date: 05/28/2025

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