Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  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 requested to cancel my mobile and internet services with *** 2 weeks ago. I immediately signed up with **** mobile services and ported over my number from *** to Mint on May 14th, to save on monthly charges for mobile services.I decided to return to *** for **************** and accept their offer of reducing my monthly payments from $50 to $31 per month, yesterday May 30th. The *** representative, offered me the $50 /month plan instead, but said I can go to their internet site to apply for connect assist program to reduce my monthly payment to $30/month. I went to the site, same evening, discovered that the offer is only for government assistance program, which I dont receive???????while searching the site, I saw the $15/gug/month mobile plan! I tried to subscribe to this plan, through Chat this morning. After being passed from one agent to another and get kicked out at times, chatting with more than 4 agents from different departments, i found out that my old account is still open! ImSo, I could not sign up for the plan! The last agent, **** said I can sign up for the plan that is $65/month, instead of correcting their mistake of not canceling my old account!I let **** know, I will report to BBB about this! I was on their site for almost 4 hours 11-3:30 and requested to speak to a supervisor twice, with no response or resolution!!!

  Business Response

  Date: 06/05/2025

  We want to thank ******* ******** for taking the time to file her concern.  In receipt of this complaint, *** spoke with Ms. ******** initially about her concern.   We attempted to follow up with Ms. ******** a 2nd time but did not reach her.  If she needs further assistance, she can reach a *** representative at the contact information provided.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:05/28/2025

  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.

  Back in early March I moved from ***** ********. My roommate stayed, we had switched the **** from my name to his. Early May I received a message from ****** and ****** (collection agency) saying that I owe 280 dollars. Ive contacted *** multiple times, multiple days, I have talked to supervisors/managers. I have also been transfered to ****** and ****** as nobody will give me their number to call directly. I have been hung up on everytime Ive explained my situation and that I wont be paying for anything I dont owe. Each one of these phone calls were recorded by (both) *** and ****** and ******. I would like this problem resolved on their end. This process of trying to figure out whats going on has been a long drawn out process with what seems to be nobody willing to help. I would like for this to be resolved out of court, however, stealing money isnt legal. The phone call from March was also recorded by *** and that date was March 6th around 12:00/12:30 P.M.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/26/2025

  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 cannot find the name or contact number of the lady that called and helped me with Cox.  She stated that they would credit my monthly bill this month, and I have received bill for the entire amount?  Plus she stated that my Internet charges monthly would be $50.00 rather than $60.00.  The 60.00 amount is on my bill. This is not what we agreed to. 

  Can you ask her to call me back and explain all of this as my bill is due in a few days. My direct line is 918-261-1859. I do work during the day and cannot so she may get my voice mail when she calls.  Just leave a message with her direct line and I will call her back. 

  Thank you,

  Lisa Acosta 

  as not a Supervisor. Hung up called back, it was utterly ridiculous what I had to go through from approximately 830PM to 11PM. No one knew ************ continued to get the runaround. I was mentally drained. Finally my last phone call into tech I spoke with ******. She stated the loyalty agent "Turned off my DVR" that is why I had no previous recordings, nor could I record. She worked to get ALL of my recordings back which She also indicated she upgraded my to "Even Faster Internet " which I did not authorize, which is ***** higher. I have "Faster" I asked her to kindly put notes on my account what happened. I did not authorize any of this, & had a very upsetting evening because of this agents incompetence. In addition ****** stated that she could not take off Even ********** had to cb next day. Not acceptable after 3 hours trying to fix a mess I did not make. Mgr call to me, to go over ASAP-- requesting my *** bill be credited for 1 month for my time, effort, and frustration.

  Business Response

  Date: 05/30/2025

  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. 

• Initial Complaint

  Date:05/26/2025

  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 was paying for *** internet that was not working at my house, for whatever reason. After calling Tech support on three occasions, with no resolution to my problem, *** finally sent a technician to my house to fix the issue. I was also offered an upgrade to my equipment and internet speed, for an additional $8 ONLY per month, bringing my monthly bill to approx $135 per month, which I agreed to. I asked the associate (****) to confirm, "no additional fees, no hidden fees, no connection fees, etc." which he said, again "$8 more total per month, with no additional fees, bringing my bill to around $135 monthly." Every month, since installation of the new equipment, I've been overcharged- being billed at a higher rate than what was offered to me and agreed upon. And then I've spent HOURS on the *** **************** Chat every month dealing with different representatives trying to get this corrected. After "chatting" this morning and going round and round and round AGAIN (45 minutes), I was told, "I'll have to transfer you to our ***************** because your monthly discount that was quoted to you was never applied to your account." 5 months of problems with my *** Internet - and I do NOT want to pay more than the $135 for the monthly service that I was quoted back in February. And I've spent hours with their **** trying to get this resolved, and it just continues every month.

  Business Response

  Date: 06/03/2025

  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 Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:05/26/2025

  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.

  *** offered a promotion: $830 off an iPhone if bought with a *** Mobile line ($15/mo) and financed via Citizens Pay over 24 months. I bought two phones: one for $1,399.99 (10/09/2024) and one for $999.99 (10/15/2024), each with a new line. I confirmed with *** agents before purchase that I could cancel the lines later and still receive the credits. After purchase, I learned the $830 was not an upfront discount but a monthly credit from ***. The $15 line actually costs $18.70 with taxes/fees, and each line was charged a $10 activation fee. *** also charged me more in sales tax than lawful, +$0.68. They initially paid their share for two months, then ********** January 2025, I asked *** if I could port in a number without affecting the promotion. The agent said yes, so I agreed. After a different issue with this he said the porting couldnt be canceled. *** then claimed that I had disconnected the original line and started a new one, voiding the promotion. This is falseI never canceled the line and have paid for it continuously. A supervisor later waived the activation fee and said the issue would be resolved, but it never was. Ive contacted *** multiple times since February. I keep getting transferred between departments with no resolutiononly repeated ticket creations that are never assigned nor ********** even my second phone appears to have lost the promotion. I plan to port out my numbers and cancel both lines. *** failed to honor their offer, which has caused missed payments with Citizens Pay and harmed my credit. I request *** pay me or Citizens Pay $1,499.59 (after crediting $311.31 already paid) to honor their offer, and compensate for the undesired line ($150.90). I want them to explain what happened to all credit reporting agencies. I am happy to provide evidence and/or further explanation.I had every intention to continue with the promotion and its terms, but they broke them. And their only answer is, 'sorry for the inconvenience' and nothing else.

  Business Response

  Date: 06/02/2025

  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. 

• Initial Complaint

  Date:05/15/2025

  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.

  For the past 2 weeks, we have been having intermittent internet connection. For the last 3 days, total outages. When contacting them, they just say " there is an outage in your area, we are working hard to resolve it" - My husband and I both work from home. this happened last year and here we are back again, having multiple outages a day. My husband is required to have a direct internet connection (via Ethernet) and is at risk of losing his employment. I can use a hotspot to continue working. he cant. they provided me a $25 credit today because they confirmed we've been w/out for 3 days, off and on. I pay over $125 a month for internet service and they are providing unacceptable service when they know people work from home. this is totally ridiculous and unacceptable and give a $25 credit and tell you, "oh take your pc and go find a complimentary hotspot from ***!" ha! not everyone can do that. that is not a solution. Why do they get to continue billing and provide subpar service. Who holds them accountable? I've also filed a complaint with the ***. As soon as another provider is available in our area, i am gone. after 17+ years with them due to their monopoly. It's not right at all.

  Business Response

  Date: 06/24/2025

  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.

• Initial Complaint

  Date:05/08/2025

  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 made a payment to *** thru my ***** **** pay service, the same way I have for over 5 years. The payment cleared my bank on 3/31 but it did not post to my *** account. I called and was initially told it posted to an old address that I had and that they would fix it. They didnt fix it so I called them back. At that time I was given a different story and they couldnt tell me where my payment went. I got my bank involved and they told the bank that it was fixed when in fact it was not. So they are not being honest with the bank. It is now 5/3 at it still has not been corrected. I have called *** multiple times and so has my bank. At this point they have had ample time to correct the issue but havent.

  Business Response

  Date: 05/09/2025

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution. We have confirmed the payment in question did apply to the account on March 31, 2025, and applied towards the account balance. 
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
  
  ******** *.
  Executive Resolution Specialist
  Cox Communications, **************

• Initial Complaint

  Date:04/23/2025

  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.

  On April 9th, I spoke to a very reputable *** employee very professional. However he told me when I asked about hidden fees or taxes etc he reassured me that my bill would be a certain price, along with a $15 rental fee per month. Now, 4 days later I'm seeing something about a $50 one time deposit fee for renting their modems? This is ridiculous if I knew this I never would of upgraded my plan. I'm a single mother and already am paying $15 per month to rent the modem. But they want a deposit for the modem I'm already renting for 15? Absurd

  Business Response

  Date: 04/29/2025

  Dear BBB Team,

  
  We sincerely appreciate the opportunity to assist one of our valued customers. Please accept our heartfelt apologies for any inconvenience they may have experienced. It is never our intention to cause any frustration.
  As of April 29, 2025, we have proactively reached out to our customer to address their concerns and have successfully resolved the issue.

  
  Thank you for your time and consideration.

  
  Warm regards,

  
  ****
  Executive Resolution Specialist
  Cox Communications, Central Region

  
  

• Initial Complaint

  Date:04/23/2025

  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 am rejecting this response because:   I looked over my phone history and I haven't had one call from a *** Listed phone number. And as I explained in the original complaint my husband is stage 4 terminal cancer so I don't have my phone on me at all times. If they could provide a number to contact or email and I could contact them . illing me and taking out from my account for a service they was aware I did not have because there product did not work. And now I have woke up and they have taken $350 out of my account for i don't know what and the department i need to talk to is Closed for the weekend even after they take my money on a Saturday. I think they are the biggest crooks in ******** and a class action lawsuit should be filed on them and that's my goal .

  Business Response

  Date: 04/24/2025

  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 Resolution Specialist
  Cox Communications, **************

  Business Response

  Date: 06/19/2025

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

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising 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.

  Today a *** representative contacted me regarding my complaint and fully understood what was happening. This representative junior did make sure my concerns were handled in an appropriate fashion. Thank you BBB for helping consumers receive resolution and have a voice with big cooperations. 
  

  Customer Answer

  Date: 04/29/2025

  I have reviewed the business response and accept this resolution. I thank *** for reaching out and providing exceptional resolutions to my concerns. 

  Business Response

  Date: 04/24/2025

  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.