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:05/12/2025

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

  Customer 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 Team

  Customer 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 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 

  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I upgraded my internet service from 1gig to 2gig in September 2024. I noticed no difference and around November *** notified that there was a device ("amp") installed that needed to be removed to correct the issue. In November 2024 a tech came out and checked my home. There was no AMP device. The street box was receiving 2 gigs, my 3rd party router was compatible for 2gig service. However the connection from the street to the house was not receiving 2gig. The tech explained he would have my service downgraded back to 1gig since I could not receive 2gig. This never happened and I only realized in May 2025 that I was still being charged 2gig service. I was not made aware by the technician that I would have to downgrade the service myself as he had explained he would submit the order. I have been charged for the last 6+ months for services not delivered, nor deliverable. I spoke with online agents for over 3 hours May 4th to get a credit on the account to rectify the 6 months of their fraud. The agents kept saying there was an AMP and then acknowledging the Technicians notes that there wasn't one. The final agent confirmed my 3rd party modem as compatible but then said I could not get refund because it was not compatible. they simply wasted hours of my time either being or pretending to be incompetent to avoid giving me the correction. I uploaded a copied text of the conversations (3 online agents) but also have screen shots if needed. The final agent claimed there was a way to save the conversation but no option came up.

  Business Response

  Date: 05/07/2025

  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 May 7, 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 Team? 

• Initial Complaint

  Date:05/05/2025

  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.

  My problem is from May 2, 2025.Please refer to the description of the complaint already written. Explanation of desired resolution.Thank you.

  Business Response

  Date: 05/07/2025

  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: 05/08/2025

  It's going well. Playing phone tag and expecting a resolution within the next several days. Thank you very very much.

  ****** ********

  Customer Answer

  Date: 05/16/2025

   
  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:05/02/2025

  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.

  On the *** website their service plan I selected from was advertised for $110.00 a month, and unknowingly I was paying $140.00 a month because of an automatic add-on for 'panoramic wifi unlimited data' or something of the like. This amount was charged as my monthly bill from *****************. On 4/7/25 I made a call to the customer loyalty department, the agent I spoke to confirmed they had documentation supporting that I never used the platform associated with this panoramic wifi feature so they offered to credit me $30 for each month I wasn't using said service. I called back on 4/30/25 because I notice the credit hadn't been applied yet and my balance was still showing as overdue in the *** mobile app. I spoke to multiple agents/supervisors who are now holding ground on the stance that they're only offering half of what I was promised previously (only $90 instead of $180), and after the application of this $90 credit they're claiming I still owe $89.70 (remainder of the $180). Personally, I'm a new father (as of this past December) and my fatherly duties left me physically/mentally exhausted and unfocused during the first few months of my son's life, which is why I was unable to contest this additional charge in a timely manner. However, if *** charged what they advertised in the first place I wouldn't be in this situation at ******'s fair to say that most companies are generally obligated to uphold honor promises made by employees who represent their company. I pray that somebody at *** can understand the bodily/financial toll that being a father takes on a person, and find it in themselves to resolve this erroneous billing dispute. The resolution I'm looking for is not excessive or unreasonable; I'm not asking for anything more than to be able to pay the correct amount I owe. I want the company to recognize me as current on my billing, and I'll have no issue paying $110 a month for future payments.

  Business Response

  Date: 05/06/2025

  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: 05/07/2025

   
  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:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to someone on roughly 3/31/2025 regarding to disconnecting my services because of my family relocating to a new state which is ********. My account was in Las Vegas on that call I told him to disconnect services on 4/4/2025. Agent set the order up and told me to leave my equipment at the apartment. Which I did. Now I am getting charged 240$ for unreturned equipment. If I were told that initially I would have done that but didnt say that. Now they are wanting me to go fly back to Las Vegas and return equipment which I cannot do that. I have no one to return it there at all. I should not be charged for THEIR mistake. Every agent needs to be trained on whats protocol on what needs to be done when disconnecting services. I have called numerous times and they are not assisting the issue that I am not at fault

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  Cox communications, will not honor my payment due date which was changed on February 30, 2025. On March 22, 2025, I made my pmt of $70.00. Due to a computer error my paycheck was short, so I cant make my pmt until April 30, 2025. I was informed that my service will not be turned on until I pay $175.00, their extortion and price gouging fees. They can charge $25.00 per day in late fees, so they wont honor my payment change date theyll miss out on all of the extortion & price gouging fees that they can collect.

  Business Response

  Date: 04/30/2025

  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 

  Business Response

  Date: 07/02/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  Paid final bill for my deceased mother and closed account. Only to be billed again months afterwards.Called and spoke to customer service that refused to help in any way without a PIN number that would be known only by the deceased.Their helpful advice was to just keep paying the bill.Asked for someone in management to help and was refused.Just wanted to close the ******** before estate closes. Ridiculous.

  Business Response

  Date: 04/23/2025

  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:04/15/2025

  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.

  I went in to transfer services and return boxes and get new boxes at a *** retail store on January 21, 2025. The associate ****** *. Said he would transfer and took my boxes. I paid 108 on a bill from the past and a ***** fee for something I was not made clear of plus another ***** fee attached to the ****** I had to pay, came to a total of ****** for one and ***** for another, which isnt the issue here. The issue is that the man is paid off commission and instead of stopping services at the previous address and crediting my account for the boxes returned he left the services running at the previous place and started new service at my new place. I called in about a month later to get this figured out. It was told to me that everything would merge and I would receive a 55 dollar credit. From there I was not notified about any back bill. Well I called to completely cancel service yesterday(4/14/2025)because the bill went from 30 to 70 to 180 within 6 months and that was too high for me. The very next day 4/15/2025 I received a sudden email stating all my balances have been sold to collections and I thought that was rather fast I didnt even have time to return my boxes and pay off the 148 bill I owed that the person said I could do at any retailer. Once I called in they let me know what had happened is highly against policy and I was transferred 2 more times. From there I learned they added an installment fee which I installed the boxes myself and the wires were not working inside the apartment and the 3 men that were here told me there was no installment fee due to that not being my fault. Now I have 195 dollars going on my credit report along with the new bill I shut off yesterday which isnt even past 60/90 days late. I am furious and I do not know what to do. The 195 was not brought to my attention. No bill statements no email no text and no call. Attached at the bottom is the past receipt and the email I received today

  Business Response

  Date: 04/16/2025

  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

• Initial Complaint

  Date:04/14/2025

  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.

  I have called them multiple times and have, on record/ email, replying to my messages that they will forgive my debt if I pay half, I have done that, and they still used predatory tactics to say I had to dial a different location office and still, even though they saw the notes in the account and agreed they wrongfully pinged my credit for their mistake. And still refuse to provide email confirmation on cancellation even though they agreed over the phone.

  Business Response

  Date: 04/14/2025

  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 April 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, 
  
  *******************
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:04/11/2025

  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.

  *** has over charged . I spoke to them about 2 months ago. My internet is now $120 and my cable $190. And still being charged $22.99 for a land line I told them to remove. This is not what was discussed . I would like this bill reduced significantly so I can pay it and close my account. They have been robbing people for years.

  Business Response

  Date: 04/11/2025

  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