Complaints
Customer Complaints Summary
- 408 total complaints in the last 3 years.
- 139 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/27/2025
Type:Billing IssuesStatus: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.
My apartment complex signed a contract with *** communication, they called it bulk account so my internet is included into my rent i dont pay *** for internet service I pay my landlord at ************ at ****************. In order to start the *** apartment bulk program you can't have a pervious balance and if you do it has to be paid off. Which i was clear in green no outstanding balance. 2 weeks ago *** disconnected my internet i called to see figure the reason they told me they haven't received my payment from May. I mentioned to them that since February im on the apartment bulk program and paid and balance that is owed otherwise i cant start the new program i pay my apartments not *** so there no way you should've cut my service off. they tell me it a reconnecting fee and im like how is that our internet says on because it thru my rent and they keep trying charge me i spoke with the bulk team and they told me i dont owe anything i told *** that they are goinh to charge me again in june. I dont like how customer service handle my calls and concerns i was on the phone for 4 hours trying to resovle this issue i want *** to listen to the phone calls that i had made cause every phone call is recorded i find this unacceptable and unprofessional how customer service treated me and they need to be educated and look into futher details to see whats relly the problem and how to resolve the issue in a timely matter. I really not pleased with how my situation was handel. ************ i talked to so many *** representative it was sad and the amount off time i spent was frustrating cause all they wanted to did is charge me instead of investigation the problem.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 CommunicationsCustomer Answer
Date: 06/01/2025
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:05/27/2025
Type:Service or Repair IssuesStatus: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.
On April 28th I reached out to *** to get some assistance with ***airing a coax cable. I asked the customer service *** if I could get someone out to come out and ***air it. First thing they told me was that it would be a better idea to upgrade my modem. Hesitant I asked what exactly were the benefits, to which they said faster internet. I then asked how much would it be just to have someone some out to ***air the cable. They stated it was $100 but again told me it would be a better idea to upgrade my modem instead. We went back and forth as I couldnt justify the additional $300 a year for this new modem. Finally after going back and forth some more I asked if I upgraded the modem could I get the cable ***aired for free. That way the additional cost would make more sense. Again they agreed. Before getting off the chat with them I asked them to confirm that I wouldnt be charged for the tech visit. They then confirmed (as seen in the image I attached). Next day I reached out to schedule the ***air and install and again confirmed i wouldnt get charged (other image). Now today, I get my bill with a charge of $100 for the tech visit. I reached out to customer service again for help removing it and explaining the situation. They told me there was no notes for the tech visit to be waived and they would NOT be removing the charge. At this point I am extremely frustrated and disappointed that I was lied to. I was basically just told the tech fee would be waived for the sole reason to upgrade my modem. I was completely lied to and am disappointed in their customer service.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 CommunicationsCustomer Answer
Date: 05/28/2025
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. They resolved my issue no questions asked. The representative on the phone was a breath of fresh air, was very helpful and provided exemplary customer service.
Sincerely,
******* *****Initial Complaint
Date:05/27/2025
Type:Product IssuesStatus: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.
New *** customer here. I was charged a $100 fee for having a tech come out to fix a connection I was having with the internet. I was told by a manager this fee would be waived over chat. My Bill arrived today and shows a $100 fee. Upon calling in to customer support they mentioned there is nothing they can do, they had no record of me speaking to a manager, and they would not waive this fee now or ever. I also asked if they keep transcripts of chats, which I could not get a direct answer to. They just kept saying they have emails and don't see any chat history between a manager and I. I knew I should have taken a screen shot. Now I am scrambling looking through my text messages to get some proof. Word of advice for anyone doing business with ***. GET EVERYTHING IN WRITING FROM THEM.Business Response
Date: 05/28/2025
Dear ******* Angeles,
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 May 28, 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,
*******************
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The Executive Escalations TeamInitial Complaint
Date:05/19/2025
Type:Customer Service IssuesStatus: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 had got Cox Communications for my Internet provider. I had asked for a cheaper plan several times and every time I called the customer service I had explained I could not afford the plan I was on & I do not have a job & was having a difficult time looking for employment & that I went from a 3 person income to a one person income because my mom passed in November 2023 & my dad passed in March 2024. I am ************** told the representatives that many ********* they talked into being on the $80.00 plan which equated out to be $96.00 a month. My final bill is around $70.00 but should have been on the ********** plan. They should not convince people with disabilities or on disability to be on a more expensive plan & creating self doubt & making us nor trusting our gut instinct.Business Response
Date: 05/30/2025
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,*** - California ----------------------------------------------------------------------------------------The Executive Escalations TeamCustomer Answer
Date: 06/25/2025
The complaint has not been resolved and I will not speak to the escalations department again for *** as I do not agree with their decision and did not realize I had already filed about this with the Better Business Bureau. I have talked to ******* or ******* with the *** escalations department and I explained everything to her but did not do much of anything except telling me I could pay the bill when I get the money. My phone # is the same but I will not answer the call. I have a disability which prevents me from communicating verbally.
Business Response
Date: 07/02/2025
Dear ******* ***********,
Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
We truly appreciate your partnership as we work to address your concerns. It is our intent to provide the best, most efficient service possible and to resolve your concerns expeditiously. In response to your ongoing concerns regarding your services, an Executive Escalations Specialist was assigned to personally assist you with your account.
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 delay.
Best Regards,?
?************************;
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The Executive Escalations Team?Initial Complaint
Date:05/16/2025
Type:Service or Repair IssuesStatus: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.
On April 30, 2025 Cox Communications added a $100 connection charge to my bill even though the requested service and the resolution provided was not a connection service. During the entire month of March my internet services had intermittent connectivity issues. I contacted *** several times and tried to resolve it using their automated services. After failing many times to resolve the problem that way I was able to speak to a customer service representative who advised me that the modem had received a scheduled remote update and that she would try to reset the modem and resolve the issue. That failed. She advised me to bring in the old modem and get a replacement. I followed her instructions and completed the very simple installation myself. I continued to have issues and found that I was having to reset the new modem almost daily. I contacted *** several times in April and then finally gave in to allow their technician to come out to assist. Once the technician arrived, he was able to see that I had installed the modem correctly. He proceeded to go outside and said that he found a splitter that was installed and seemed to be the problem so he removed it and replaced it with another connector. *** is the only cable company that I have dealt with so they must have installed the splitter and the splitter was their property/responsibility. I was told that if the problem was due to their equipment there would not be a charge...yet they added the bogus charges (******) to my bill. I also believe that *** may have been causing the outage remotely so that I had no choice but to allow the technician to come out so they then had the chance to charge for the trip. The employee I spoke with (*******) to dispute the charge was most unhelpful and refused to allow me to speak with his supervisor and seemed to take pleasure in my frustration with him.Business Response
Date: 05/16/2025
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, ***********Customer Answer
Date: 05/19/2025
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,
**** DeneginInitial Complaint
Date:05/16/2025
Type:Billing IssuesStatus: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.
Spoke with *** ***resentative on chat 04/26 to request that service be terminated 05/08. Representative confirmed shutoff was "in process" and asked if there was anything else I needed (see screenshot). On 05/12, I received a bill from *** for the next month's services, indicating the shutoff had not occurred. I got back on the chat and went through the entire annoying process again, including the "retentions" team not listening to me and trying to pressure me to transfer service/put it in someone else's name. I explained that I was upset at having to do this twice, employee did not even have the grace to apologize. Shutoff was confirmed for a second time. At this point, an outstanding balance of $178 was showing on the account. I received an email the morning of 05/15 indicating that the next month's fees had still be charged, demanding payment of $373. I got BACK on with the chat and first ****** and then Siddeh told me that I was being charged for the four extra days (05/08-05/12) despite my best efforts to shut off service and the previous *** confirming that it was "in process." ****** told me to ignore the email, Siddeh said the email was an error.I explained to Siddeh that I had no reason to think the action wasn't being taken the first time, and he offered to credit me $26 off of my balance owed. Then he changed his mind and said that because my account was already closed and because I left the chat, I would be charged for the four extra days. I asked how I was supposed to know "in process" meant I was supposed to stay in the chat, especially when the chat *** ended the conversation by asking me if I needed anything else. Siddeh just told me there's nothing else he could do for me and that the matter was closed and, you guessed it, asked if I needed anything else (indicating the matter was closed and finished just the way the first *** did). Outlandishly stupid and *****.Business Response
Date: 05/19/2025
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, ***********Initial Complaint
Date:05/15/2025
Type:Billing IssuesStatus: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 the transaction was 3/29/2025. The complaint is for lack of transparency and for an additional charge of $100 for a single visit from a tech.I needed assistance because my **** was not working when I moved it. Im picked up my equipment from the store, and called 1800 for support, and they required a tech to make a visit. The tech offered to help me set up my tv. The box was already set up and installed, but he proceeded to guide me through the process of finding channels etc. My complaint is that I spoke to a total of 3 people before this point and not once did anyone mention an additional charge. The lack of transparency and the lack or explanation of additional charges a very shady business practice. Charging $200 for a single visit is absurd, considering the issue of WiFi not working was a *** issue, not user error, etc.Business Response
Date: 05/15/2025
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, ***********Initial Complaint
Date:05/13/2025
Type:Billing IssuesStatus: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.
In April 2025, my *** internet service was disconnected without my knowledge or consent. After contacting ***, I discovered that my ex-partner, ******* ********, had impersonated me and made changes to the account using my personal information. He was not authorized on the account, and I never gave him permission to act on my behalf.Despite reporting this issue to *** immediately, I have been repeatedly dismissed and transferred without resolution. I have spent hours on the phone trying to restore my service and report the fraud, but *** has failed to take proper action to secure the account or investigate the unauthorized changes.I have filed a formal identity theft report with the ************************ (FTC Report #*********) and submitted supporting documentation. This includes an affidavit and statement confirming that ******* ******** used my personal information to file a fraudulent 2024 tax return and tamper with my *** ********** date, *** has failed to acknowledge the severity of the situation. I am requesting immediate action to restore my account, remove the unauthorized party, and flag the account for identity theft protection. Additionally, my attorney is requesting full reports, call transcripts, and records of all account changes and access attempts related to this matter. Please escalate this to your fraud or legal department and respond in writing with a resolution.Business Response
Date: 05/14/2025
Tell us why here...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 May 14, 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,
*******************
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The Executive Escalations TeamInitial Complaint
Date:05/12/2025
Type:Billing IssuesStatus: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.
Bills are always changing and customer service Be is no help when called. Moving a few blocks and price went from 50 month to 100. This happened last time I moved and a manager had to adjust it. No one else can help!Business Response
Date: 05/16/2025
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,
*** - California
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The Executive Escalations TeamCustomer Answer
Date: 05/16/2025
will call. Been moving. I chatted in also multiple times to cancel my service effective 5/12 and of course that wasnt done!
Complaint: 23303092
I am rejecting this response because:
Sincerely,
******* *******Business Response
Date: 05/22/2025
Tell us why here..Dear ******* *******,
Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
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,
************************;
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The Executive Escalations Team
.Business Response
Date: 06/27/2025
Dear ******* *******,
Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
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,
*** West Region
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The Executive Escalations TeamInitial Complaint
Date:05/12/2025
Type:Customer Service IssuesStatus: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 wanted to remove the landline from our *** account. After weeks of calling and using chat,an order was finally processed. A few days later, we received a text and email notice of a problem and called. We were told the modem had to be removed and returned to *** to remove the landline. We argued this would terminate the internet. They said no - has to be done. We removed it - internet was lost. Turns out *** needed to enter a code on their end and the modem shouldn't have been removed. They sent a tech the next day to check and make sure it was up and running right. Then charged us a 100 activation fee. Nothing was activated. They screwed up. I called when I saw the bill and they claimed they submitted a reversal and noted it all over my account, Today I have a bill that shows the 100 and late fees and the chat has no idea what I'm talking about. And - I'm still charged for MGM - I didn't ask for it and have asked multiple times to have it removed. Why should I pay an activation fee for nothing getting activated and for them hosing my account. And now I'm told the charge was issued by the tech that *** sent because *** screwed up and it's not going to be reversed.And we're not even talking about the horrific trouble I had getting them to even remove the landline. Telling them I didn't want it wasn't good enough - I had to give them very personal details before they laid off the sales pitch and processed the request.Business Response
Date: 05/16/2025
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,
*** - **********
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The Executive Escalations TeamCustomer Answer
Date: 05/26/2025
Complaint: 23310733
I am rejecting this response because:This is an ongoing issue that began in February 2025. Each step of the way *** says how sorry they are - how they want to make it right - and then in the next billing cycle or the next couple of weeks it blows up again. And I'm back to trying to get things resolved. I have been on the phone and in chat with *** staff that have given incorrect information, failed to do anything other than try to get me off the phone/chat, refused to help, cold transferred me out without solving it and told me I don't have an issue.
I have spoken to ***. Multiple times. *** chooses not to resolve this issue long term. *** keeps causing the problem. How many times am I to be billed, lose service, call/chat and they do not resolve it and then I'm told "oh, you won't talk to us to work this out"? Give me a number - 30, 40 times? How many times do I lose service before they fix it? How many months do I get billed for them to fix the original issue, I call and they say "oh we've removed the charge" only to have it come back with a late fee the next month?
Tell me how many months *** gets to resolve an issue once and for all - this would give me a target to work for. Because it's not a one and done fix, or a two and done fix, or a three and done fix.
*** is ******* out claiming the "issue" is me not talking to them. I have. They just don't bother resolving the issue so.....how many times do I have to ask *** to fix the problem they created before it actually gets fixed?
And why has no one at any point said to me "our **** should never have demanded to know why you wanted to remove the landline to begin with - you said I don't want it and they kept pushing you for a reason and tried to sell you for ******************************************************************* your family that used that phone line had all died so you didn't want/need it anymore". Where has the answer to the original problem been? No where.
I've talked to *** for 90 days and expect to go through this all over again next month because *** won't take responsibility for the issue (or it would have been resolved with the first phone call in late February); won't correct the billing (or it never would have happened or impacted my bill for 3 months) and doesn't care to fix it (or it wouldn't take BBB, FTC, Consumer Affairs, etc complaints to get something done).
I have spoken to *** for months. *** just doesn't see a need to do their job, give legit answers or fix a problem THEY created.
When someone says - I want to disconnect X there is an expectation of someone asking a couple of more questions before completing the request. No one should have to surrender their personal private information to get *** to do what the paying client asks. And no client should have to go to filing multiple complaints when *** bills customers repeatedly for the error *** committed.
Even in this communication - *** is lying. You didn't like what I wrote so therefore I'm non-responsive. There hasn't been one phone call in the last 30 days - how do I know? I track my incoming calls. Oh, or did *** try to call me on the line that theoretically was disconnected? Cause I assure you they didn't call my cell phone. Oh, but that's probably because it's not a *** Mobile number which I'm eligible for if I just buy this, buy that, take this for a 6 month discount. Now wouldn't that be better than disconnecting a landline because my uncles and sister had died and would never call me on ************ again?
I have spoken to ***. *** just doesn't care what I have to say.
Sincerely,
********* *******Customer Answer
Date: 05/26/2025
*** charged me a late fee for the $100 service call - the service call due to them disconnecting all services when their tech demanded we return the modem to the store SO THAT THE LANDLINE COULD BE DISCONNECTED. In reality, a code had to be entered by *** into their own system and the ***** SHOULD NEVER HAVE BEEN DISCONNECTED BECAUSE WE KNEW IT WOULD TAKE OUT THE INTERNET BUT YOUR OWN **** DIDN'T - THEY TOLD US IF WE DIDN'T DO IT WE'D BE CHARGED, ETC. And you charged a late fee for NOT PAYING FOR THE SERVICE VISIT CAUSED BY YOUR OWN **** FAILURES.
During a previous conversation with ***, *** said they were going to remove the late fee - they haven't. And I'm not paying it so I'll get ANOTHER LATE FEE.
Why? I wanted to remove my landline because my sister and uncles had died and would never call me on that phone number again. And *** said No - buy this - do this - oh, you really want to get rid of it - then take your modem to the store.....this is all on recording and if *** can't find their record of it - I can supply mine.
More *** Fraud.
Business Response
Date: 05/27/2025
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 May 27, 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,*** West Region ----------------------------------------------------------------------------------------The Executive Escalations TeamCustomer Answer
Date: 05/28/2025
Complaint: 23310733
I am rejecting this response because: this issue was not necessary and the only reason *** did anything is because of the number of organizations I contacted about the fraud.No one has explained why the original issue - requesting to remove my landline - became such a horrific experience, On 3 contacts I asked to remove the landline and each time the **** took my info and began selling me - move it to *** mobile, bundle or package and pay this for that, we can't disconnect without a reason I wanted to disconnect my line and was forced to supply extremely personal information to get anyone to just take a service off my account,
*** wants to throw money at the issue and not begin to address the problem. Oh sorry - now instead of contacting the **** *** supposed to contact an escalation team member. Because that makes more sense than fixing the front-end problem.
*** wants this closed. Fine. There is no customer satisfaction here. There never will be. You can't go back and remove the pain of having to keep pushing this boulder up the hill. Besides, I know next month there will be another *** created issue. It's the pattern they already established, Because I wanted to remove my landline and they didn't want me to,
No customer should have to supply highly personal information to change or remove services, No customer should have to battle for months because at *** it's more about training people on sales than training on customer service. But it's less expensive for *** to react to poor service and bad behavior than it is to fix it the first time, second time, third time, fourth time, second month, third month, fourth month.....
Sincerely,
********* *******Business Response
Date: 05/28/2025
Cox Communications (***) is in receipt of your rebuttal complaint filed through the Better Business Bureau.
We have reached out to you to address your 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 you have experienced, and we are deeply sorry we were unable to reach an agreed upon resolution.
If you have any questions or concerns regarding your account, please contact our *************************** at ************.
Best Regards,
*** West Region
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The Executive Escalations Team
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