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:08/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a business customer with COX Business and that was the BIGGEST MISTAKE I HAVE MADE IN 2021.
  I have had bad service every single day !
  Credits to my account needed to be given since the service was NO GOOD!
  I paid once in 11 months and even that was a mistake.
  Something prevented these supervisors and escalations from being professional and treating me like a business customer. Something stopped them from acting human to the point were they got too comfortable acting like clowns!
  They give credits when it's needed and ONLY IF YOU FIGHT FOR IT!
  They can careless about you! AS LONG AS THEIR CHECK IS RIGHT, YOU AND YOUR BAD SERVICE IS ON YOU! The supervisors really did not help me! The agents did a better job!
  The supervisors are the reason I REQUESTED ON 08/18/2022 TO HAVE MY ACCOUNT DEACTIVATED 09/12/2022.
  REPAIRS WERE BEING DENIED AND CREDITS WERE BECOMING HARDER TO GET!
  I refuse to pay for bad service!
  Supervisors Like Jimmy, Nene, Kintrell, David, Daniel, Tyson in tech support, Brian, Mike and Mark in Tech support. Shame on them for not seeing me as a person with a business. Or not seeing me as a customer worth helping. ALL THROUGH MY ACCOUNT ARE NOTES. DOZENS OF NOTES.
  So it's very CLEAR KINTREL that there was an issue. I AM RELIEVED TO BE LEAVING! I look forward to leaving COX so I can get SOME SERVICE
  YOU WILL NOT CONTINUE TO SCHEDULE TECHNICIANS AND NOT GET MY AVAILABILITY OR SIMPLY INFORM ME OF THE APPT. THESE WEIRD SUPERVISORS ARE THE REASONS WHY NO ONE, WANTS TO JOIN COX!
  SINCE YOU DON'T WANT TO FIX THE PROBLEM AND YOU DON'T WANT TO GIVE ME CREDITS UNLESS I FIGHT FOR THEM.
  
  NOW YOU HAVE LOST A CUSTOMER!
  
  I HAVE A CREDIT OF $92.15 CONFIRMED BY Jorge an agent on 08/18/2022 since he had to replace the credits given by Jimmy a supervisor 08/17/2022 WHO TOOK THEM BACK!
  Paulette an agent confirmed my credits as well.
  
  COX is bad for your health since they are SLOPPY and IGNORANT!
  The loyalty Dept confirmed my credits and DEACTIVATING MY ACCT

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  
  Our Retentions team have contacted the customer directly to address their concerns and have provided a successful resolution per the customer's request by disconnecting their account in September 2022.
  
  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.
  
  Gabe D.
  Executive Resolution Specialist
  Cox Communications, Northeast Region
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, Gabe has provided FALSE INFORMATION!.
  Not only have I complained every single month for 11 months about BAD SERVICE. As I stated in my previous complaint, the one thing that was needed to REPAIR THE PROBLEM was to have a Technician come out and if he felt repairs were needed he would request it.
  OVER A DOZEN of Cox Technicians mentioned I have bad PACKET LOSS AND THAT WILL CONTINUE UNTIL REPAIRS ARE MADE.
  SEPT 30TH 2022 CHRIS FROM END TO END PUT IN A MAINTENENCE TICKET NUMBER FOR REPAIRS.
  OCTOBER 11TH 2022 GREG FROM END TO END PUT IN A MAINTENCE TICKET NUMBER FOR REPAIRS.
  
  Cox Management decided to not honor the repairs so they canceled the ticket numbers which means I continued having my internet drop losing service and money since I work from home.
  Because of the constant issue with NO SERVICE I called for all of my credits and this is why I only paid ONE TIME in 12 months.
  I can show you proof that I only paid once DURING THIS YEAR CONTRACT. This is because the service was that bad! And the month I did pay, the service was bad.
  In February 2022 Cox Escalations Manager Nene decided to place a NOTE in my account saying, "do not give this customer ANYMORE CREDITS".
  This made it harder to get any assistance. I COULDN'T GET REPAIRS AND COULDN'T GET CREDITS SO I GAVE UP ON WANTING THE ACCOUNT WHICH I WANTED TO CANCEL THE SAME MONTH THE SERVICE STARTED.
  Cox tried to keep me as a customer by discounting the next year starting in Sept 2022. Changing my bill from $122 to $89.41.
  I DIDN'T GO FOR IT.
  SO GABE WHO RESPONDED TO THIS EMAIL, IS A PATHOLOGICAL LIAR!
  And I can prove the discount was offered since I have the order form from the Loyalty Dept and his name is John B****.
  Since I spoke to Jimmy a Supervisor on 08/17/2022 he gave me a credit of $54.54 and took my credits to $92.15. He started being mean during that call and because I was outspoken about his unprofessional behavior HE DECIDED TO TAKE THE CREDITS BACK!!!! THAT, IS WHAT MADE ME REQUEST ON 08/18/2022 TO DEACTIVATE MY ACCOUNT. SO FOR THE RECORD, THEY WANTED ME TO STAY, AND I CHOSE TO LEAVE! COX is garbage and nothing they would have offered would have worked, THIS ENTIRE YEAR WITH THEM WAS A MESS AND WE DIDN'T COME TO A DECISION.
  I decided to ON MY OWN!!! to get rid of COX Business. They suck and now they are Fired!!!
  Please make this email a Public record and now I am providing proof they wanted to keep me. I will send you the DISCOUNT OFFER FORM SHOWING THEM TRYING TO KEEP ME STUCK RECEIVING BAD SERVICE...
  
  Sorry Gabe! But next time be honest!!!
  
  
  Business Response /* (4000, 10, 2022/08/31) */
  Good afternoon BBB!
  
  Our position has not changed.
  
  The customer received $112.08 worth of credits this month.
  
  The customer voluntary disconnected their account. The account is scheduled to be disconnected in September 2022.
  
  This has been resolved. There are no further credits applicable or action needed.
  
  This BBB case #******** is closed.
  
  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

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cable. Company. Overcharging. My. Cable. Account. I. Am. A. Elderly. Low. Income. Senior. They. Are. Overcharging. My. Account. Since. The. Also. Removed. 95%. Of. The. Channels. I. Watch. I. Left. Only. With. 12. Channels. And. Still. Overcharging. My. Account
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 10, 2022/08/22) */
  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.
  
  Tracie
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/11/2022

  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 only been able to have service in one of the televisions out of 5. I work from home and the internet is so unstable that it completely gets disconnected over five times within half an hour. They have sent a total of three technicians, plus one more is scheduled tomorrow. All of this has been happening for a total of 15 days. I requested a credit to my account because I've been without complete service and I pay $399.23 monthly. I was only offered $62 in credit. They were not empathetic to the issue at hand. The inconvenience towards my wives job. The credit amount should be more than what they are offering for a true resolution to the problem. I'm paying for service that they have failed to provide. The agent, male that I spoke to warned me that I couldn't place another complaint to this matter anywhere when he spoke to me over the phone or else the credit would go away. This is my husband's account, Percy Carson, and I am an authorized user.
  
  Thank you,
  
  *******
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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.
  
  Gary L.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up with Cox Communications as my internet provide as they hold a virtual monopoly in the Las Vegas valley, where I just moved. I received the hardware from them in the mail as expected and followed all setup instructions via their app, printed guide, and phone support line but could not connect to the internet. Upon contacting Cox and setting up a service call, I was led to believe that service technicians would be required to come out for my home to be connected to the internet. An email from Cox on July 29th, 2022 about the service visit (on the same day by two technicians) detailed a possible $75 charge if the issue was not related to Cox equipment and no charge if it was. This is the only guidance related to any charge I received, and the two technicians provided no information about the nature of the work/what they had done/any fees I could expect. An email on the 27th in fact specifically said that my internet service setup related to this specific technician visit would be free, which is of course what I expect. Now my Cox bill has a $100 charge for an Internet Pro Connect Conversion that is completely new to me. Nothing related to that name or amount was ever mentioned to me by any Cox communication in any way and is completely new. Upon talking to Cox representative TyWayne C. on August 9th, Cox is unwilling to provide any path to resolution/example of me being told about the charge/what the charge was besides claiming he will have to submit an "adjustment form" to "have our team looked into" (ticket #*************** was given to me). Because I am being charged $100 for a service I never knew about or agreed to at all (also considering no details about the service have been provided to me by a Cox representative upon directly asking multiple times), I believe I am fully entitled to a refund. I have attached all communications from Cox regarding the service visit and charge, as well as my chat transcripts with representative TyWayne C.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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.
  
  Sharon
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/08/2022

  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.

  My problem is I have called Cox Communications around 14 times, to find out today that I have to go back to the office where I turned in my equipment. I still have charges on my account for Homelife Security, and the termination fee that I was told was going to be taken care of. This has been more than 2 months of back and forth with them. Please tell me how I can be charged a termination fee and the monthly fee at the same time? For months? I am now going to have to take another day off work to go back to the office where all of this started. My phone calls to cancel this service started on May 29-30, 2022, in which both days the office was closed. The following day, I cancelled the service. (They did not tell me that they do not call the cops if there is a breach, they only call a security firm to check the premises) (false advertising and non informing the consumer). On May 31, I finally reached customer support and asked to cancel the service. On June 2, 2022 I turned in the equipment. Now, August 8, 2022, I am still trying to cancel the service and remove the items charged to my account. Today, finally they tell me I must go back to the local office as they are the only ones that can cancel my service. What a joke they are! Now I must take another day off work to address a problem from May.
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 9, 2022/08/25) */
  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.
  
  Karen S.
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (2000, 11, 2022/09/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by Cox, and received a favorable resolution.

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call because I was having some problems with my cable and I ask if I could get the contour 2 box's and was told to take my box to the the store and I would get the box with out paying a fee I did not believe that so I called back talk to a representative that told me that I just had to pay 8 to get the box's I ask are you sure and she told me yes go the the store and they told me I had to pay 50 fee then when they did give me two box one did not come with a remote I took the box's home and they don't even work. All of my calls and complaints have been recorded
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 10, 2022/08/10) */
  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.
  
  Sharon
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:08/01/2022

  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.

  On July 18th, 2022 I used Cox.com and spoke to a representative to have my service canceled on August 1st, 2022. This date would be the beginning of my next cycle. In stead of my service being canceled on the day designated, I received a bill for a new month of service, the amount is $66.99. I followed the link provided in the cancelation "order receipt" sent to my email; which indicated that my service would be canceled DAY OF August 1st 2022, in order to talk to a Representative again. The Representative of Cox Communication messaged that because August 1st, 2022 doesn't END until Midnight, that I HAVE to pay the full amount for the service to be canceled because I had it for the ENTIRE day. Upon prodding I found that Cox COULD cancel DAY of.. but would still charge ~$46. and Final bill would take up to 48 hours to receive, making passive indication that I would have to pay for the service during the next 48 hours. After some time the Tech hotline was found, I spoke to a "Tanisha", relaying all information above "Tanisha" confirmed the ~$46. Was Transferred Supervisor "Montrice". Montrice informed that Cox bill's in advance, and that the payments pulled out by their own autopay is for the previous month. All of which doesn't not make sense, their own systems charge you for the month coming up, but pays for the month before?
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/02) */
  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.
  
  Gary L.
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A member of the Cox Executive team reached out to me the day after I filled my complaint with the BBB. The outcome of the conversation was that, and I quote, "All telecommunications conduct business this way" while discussing the billing practices of Cox Communications- the actual root of the problem experienced. Essentially presenting the argument of a toddler after being caught doing something "wrong"; "Everyone else is doing it, so it must be acceptable".
  
  Readdressing Cox's billing scheme is as follows: they Send a "bill" out on the first of the month; Cox refers to this as "billing ahead", whether you have Autopay through Cox or manage payments another way, the payment made is not for "that month". Every indication of the "bill" provided would suggest it is; please note that this is in reference to using cox's "paperless" option to receive text and/or email bill notifications not for bills sent via USPS. This payment also does not cover any standard interpretation of "billing ahead". Instead it is for a 30 day time frame seemingly arbitrarily chosen by cox that spans 2 months. In my instance it was from the 12th of month One through the 11th; ending at midnight, of month Two.
  
  The executive however is wrong in saying that billing is conducted in this manner by "All" telecommunications. As a customer of "*********" and "***********"; two companies who also "bill in advance", payments made actually cover "the time to come" or "the service to be rendered" instead of needing a delay while "service rendered" is "calculated". A payment process utilized by Utility companies for services of Power, Water, and Gas.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  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.
  
  Gary L.
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (4200, 11, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Cox did reach out and left me a voice message to respond too. Message basically stated that Gary would like to converse about my refusal of Cox's BBB response and the reason why. I've chosen not to continue in dialog with any representative from Cox as well as continue to deny the response from the company.
  
  I refuse to continue dialog with Cox due to any further dialog being moot. Primarily the issue is moot due to the only course of action to engage cox in changing its business practices would be to seek legal action, a course I am unable to pursue for a myriad of reasons. This also factors in that the BBB is neither a regulatory force or in the position to "enforce" any necessary course of action.
  
  As for the "Provided successful resolution", it was only successful in aligning with the companies needs and has not in fact brought this "Valuable customer" any sort of satisfactory customer service. As for this comment "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". I find Cox's customer service to be along the lines of that of ******* wireless or *******, 2 companies with wide spread understanding of having some of the WORST customer service in the telecommunications eco system.
  
  The fact that Cox employees continued to use the terminology of "billing ahead" even though the bill is for the arbitrarily decided time frame for the "previous 30 days"; as well as Cox's "paperless" billing providing a misleading understanding of that same terminology by this; and many other customers spoken too in private about this issue, "valued customer"- highlights deceptive tactics. In addition, the process of canceling service involved Cox asking unnecessary questions. Finally, to have an associate retort that "the day of cancelation ends @midnight" is not in anyway, shape or form acceptable.
  
  Unless Gary is willing to champion the cause of changing Cox to be more forthcoming and open with how billing is done. In essence changing not just how Billing is presented; paperless or traditional, but how it is calculated to more adhere to the common understanding of "Billing Ahead" and "Billing Period", then any further Dialog on this customers BBB complaint is moot.
  
  
  Business Response /* (4000, 13, 2022/08/11) */
  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
  
  Gary L.
  Executive Resolutions
  Cox Communications, Southwest Region

• Initial Complaint

  Date:07/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted cox when I was moving, they told me I don't need to return my equipment, so I ended up throwing it away. Then I get a email saying I need to return the equipment or I'd be charged 200$. I chatted with them again, and another agent told me they would make sure I wouldn't be charged for it. Then I get another email that im being charged 200$. I reached out to them, and they said they will escalate the issue and someone will reach out to me, no one reached out to me. So I contacted them again, and their reasoning is that we'll we told you not to return it before, but now we need the equipment or you will be charged and this is our guidelines. I want the charge removed. They are crooks and do not stand behind what their agents tell their customers. I do not have the equipment anymore.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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.
  
  Julian
  Executive Resolutions
  Cox Communications, Southwest Region
  
  
  Consumer Response /* (2000, 7, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The equipment charge was removed. I'm satisfied with the results.