ComplaintsforCox Communications, Inc.

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Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The tv service is out most days and when the company is contacted they can’t give any information about problem. During past month service has been off more than it has been on. Poor service has been experienced for over three months with the worst service this past week.
Business response
10/08/2024
Dear Better Business Bureau:
Cox Communications is responding to the complaint filed with your office on ******* ** 2024, 2024 and assigned complaint ID ******** We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced.
Upon receiving the complaint, our Executive Escalations Specialist has contacted our customer regarding concerns as related to their service. Our specialist also engaged our field and maintenance teams who determined there was noise i.e. interference in the signal delivery. Corrections to the network have resolved the issues and our customer confirmed services are working. We have asked our customer to reach out should residual issues occur.
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 Better Business Bureau has given to us to assist our customer.
Respectfully,
Cox Communications
East Executive Resolutions Team.
Initial Complaint
09/16/2024
Complaint Type:
Customer Service Issues
Status:
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.
This company has a surcharge for processing a lock debit card. As a human, forgetting to unlock my cards is a bad habit. At the same time the lost would be greater if it is stolen. I choose to lock my cards. This conpany chooses to charge for their inconvenience a $50 fee if payment is returned. Payments were not returned, the card was locked. My service has been interrupted twice in six days due to a surcharge fee on an $100. I can not afford to pay such inconvenience fee which has inconvenienced M?. I just want the fee removed. Removing altogether is the ideal goal.
Business response
09/25/2024
Dear BBB,

Cox Communications is responding to the complaint filed with your office on September 16, 2024, with the assigned BBB complaint ID of *********

Per the Cox Residential Customer Service Agreement: If a payment by check is returned, a payment via credit card is denied, or an electronic funds transfer is denied for any reason, including insufficient funds, or a closed account, customers authorize Cox to make a one-time electronic fund transfer from your account to collect the amount of the payment plus any applicable returned payment fees.

As a courtesy, Cox allows one returned payment to be credited once in a 12-month period. However, our customer has already received credit for the most recent returned payment fee incurred. Therefore, no further credits for past returned payment fees are merited. Our customer spoke with customer support on September 11, 2024, and was advised this as well.

Sincerely,

The Cox Senior Customer Care Team
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I continue to have on going intermittent internet.When finally fed up and call in , I was told I should have written each one down.
Business response
09/12/2024
Dear BBB,

We are responding to BBB complaint ID # ******** filed with your office on August 26, 2024.

We apologize to our customer for the internet service issues that she has been experiencing.

A Senior Customer Care Specialist reached our customer on August 27, 2024, in response to her complaint and arranged for a senior technician to visit her home on ********* *** 2024, to investigate his issue further. The technician addressed several wiring and connection concerns outside the home. The technician also identified another possible issue, and our maintenance team is currently working to resolve that issue. The Specialist will provide our customer updates on the repair and advise her when we believe the issue is resolved.

We provided our customer our direct contact information should she have additional questions or concerns regarding this matter.

Sincerely,
The Senior Customer Care Team
Customer response
09/16/2024

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
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a Cox Customer for years and when I requested services to repair my landline telephone services I was given 3 appointments. The technician wasn't able to resolve the problem when he arrived and no one showed up for the other 2 appointments.
Business response
07/24/2024
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. Our field support was able to address the customer's issue of not getting a dial on two of his home phones by reconfiguring internal telephone wiring in the customer's home.

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.
David
Senior Customer Care Specialist
Executive Escalations Support Team
Customer response
07/25/2024

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
06/21/2024
Complaint Type:
Billing Issues
Status:
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.
I had Cox estimated from around ***** **** ****** ***** I was given equipment by cox but when i got into my apartment the equipment was in the living room closet. A cox tech came, took my equipment and left the equipment from the apartments. I called to get on record that my equipment was taken and that i am using the apartments Equipment so to remove mine from my account. I was told that I still had to pay a rental fee for using the apartments equipment. moved out *** ** I get a collections notice owing over $300. I called cox was informed that I was in fact being charged for the equipment that I never returned. After requesting a full investigation around $300 was removed from my bill leaving me with an outstanding balance of $77. I AM NOT DISPUTING THIS, which is what I was trying to get Anne to understand. I am disputing the fact that my account was sent to collections wrongfully. Without getting into the credit reporting consumer laws as I do not have enough space I was not notified of this dept and I was sent to the collections agency incorrectly. After the investigation this should have been removed from collections, I should have received a new bill of the new balance giving me the opportunity to pay cox. Now the balance on my collection account has changed from around $300 to now $96. Anne informed me that this was a collection agency fee that they charge to the consumer after saying all that I owe is $77. I have no problem paying the $77 as long as i get a bill. I asked to speak with a SUP multiple times as she continued to inform me that the SUP would only be able to provide me with the information that she has already provided me. She said I could not speak with a SUP and declined to transfer me to one. Remove my account from collections and to send me the proper bill via Email or address on file AND I WILL PAY MY BALANCE OF $77 IMMEDIATELY. I have worked in customer service for many years and I have never been denied a supervisor.
Business response
07/02/2024
Dear ********

Cox Communications (Cox) 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 Customer Service department at *************

Best Regards,

COX – West Region
----------------------------------------------------------------------------------------
The Executive Escalations Team
Customer response
07/02/2024

Complaint: ********

I am rejecting this response because: cox has done nothing to address my concern. I was still sent to collection when I shouldn’t have been and I still never received a bill. She can only tell me once where they emailed a bill to me and that’s it. They corrected the amount but still refuse to remove from collections so that I can pay. I will be sending proof to the credit bureaus as a consumer they are violating my rights.

Sincerely,

******* ******
Initial Complaint
05/09/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I began Cox internet service on ****/24 under the ********** ************ ******* for low income households. When I signed up a Cox representative suggested that I get the Cox Complete Care for $10 per month and pay for 3 months and then cancel it. She said this would cover any expense incurred in setting up Cox internet at my home. I received three bills with the $10 charge so I canceled the Cox Complete care. I was not told that I would incur a $100 cancellation fee! If I had known this I would have waited to cancel. I canceled on ****/24. Per my discussion with Cox personnel I’m not sure if I needed to keep it through **** ** **** to avoid the cancellation fee. I tried to "uncancel" Cox Complete Care. The billing department told me I needed to talk to the Loyalty department. The Loyalty department said they couldn’t help me but my local store could. I went to the local store and they said they couldn’t help me. I would like Cox to change the date of my cancellation in order to avoid the cancellation fee and reverse the $100 cancellation fee.
Business response
05/16/2024
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.

Jennifer D.
Executive Resolution Specialist
Cox Communications, Central Region
Customer response
05/19/2024

Complaint: ********

I am rejecting this response because: I have returned Cox calls and have not heard back from them.

Sincerely,

******** *****
Business response
05/22/2024
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. A credit was applied to the account to cover the charge for removing the protection plan from the 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 the frustration that the customer has experienced.

We appreciate the opportunity that the BBB has given to us to assist our customer.

Jennifer D.
Executive Resolution Specialist
Cox Communications, Central Region

Customer response
05/24/2024

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
04/01/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
COX CABLE HAS PUT ME AT HARDSHIP ACCOUNT NUMBER **************** FROM **** ** ***** ** ********. I BEEN CHARGE FOR SERVICES THAT IM NOT RECIEVEING. 1.ON **** *** ****, ****** ** ******** *****. I COULD NOT SEE THE FIGHT. IT WOULD ONLY GO TO THE PREVIEW THE ENTIRE FIGHT. 2.MY INTERNET KEPT BUFFERING. 3.I HAD 4 OUTAGES AND EACH SERVICE TIME TOOK OVER 5 DAYS TO FIX. 4.THE INTERNET DOES PICK UP OVER THE ENTIRE HOUSE. 5. IM NOT GETTING TOP SPEED AND IM PAYING FOR UNLIMITED PLAN. 6.GIVE ME CREDIT OR REFUND FOR EACH BILL **** ** ***** ** ***** ** 2024.
Business response
05/01/2024
Dear BBB:
Our Cox Northeast Executive Escalations team had received the BBB Complaint # *********
We had worked with our customer to assist in the concerns mentioned and with posting adjustments needed after discussion. In addition, we scheduled a trouble call out to the home to review services. Our customer was also provided with one of our supervisors contact information ************ in the event further assistance might be needed.
We believe this matter had been addressed. We appreciate our customer's patronage.
Respectfully,
The Northeast team
Initial Complaint
12/27/2023
Complaint Type:
Billing Issues
Status:
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.
March. 2023 COX started charging $10.00 for an app called ******* ****** and another $10.00 for an app called ***. We are not aware of signing for these apps and when we called COX for an explanation or proof of agreement for these two apps, they were not able to give us. Since March, they have taken $200.00 from us and we want to seek your help in getting an explanation or proof of agreement from COX. Thank you!
Business response
12/29/2023
Dear ******* ***********

Cox Communications (Cox) 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 Customer Service department at *************

Best Regards,

COX***** ******
----------------------------------------------------------------------------------------
The Executive Escalations Team
Initial Complaint
11/27/2023
Complaint Type:
Billing Issues
Status:
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.
Cox has repeatedly ignored my pleas to remove this account from all three credit reports. I have never resided at that address nor have I lived in ********. I have Ben denied employment as well as credit due to this fictional account being reported on my credit reports. I also have been charged higher interest rates due to the negative impact this has had on my credit as well as my life.
Business response
12/04/2023
Dear BBB,
Cox Communications (“Cox”) responds to BBB complaint ID # ******** filed with your office on November *** 2023. An Executive Customer Resolution Specialist contacted our customer in response to this complaint and after researching the account in question, the customer has been provided with instructions on how to fill out an Identity Theft form so our fraud team can investigate the matter further. The customer has the contact information of the Executive Customer Resolution Specialist that handled their case in the event they have any further questions.
Sincerely, The Cox Executive Escalation Team
Initial Complaint
08/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid an old bill in my name. Trying to get service back and they will not take the block of my address. Paid through 3rd party and cox is lazy to call and verify. I want service and they constantly tell me 24 to 72 hrs before anything can be done. As a consumer if I paid they should be able to restore my service immediately.
Business response
08/09/2023
Dear Better Business Bureau:
Cox Communications (“Cox”) is responding to the complaint filed with your office on ****** ** 2023 and assigned ID#*********
The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them. Based on Cox's research findings, the restriction has been lifted.

If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.

Sincerely,
The Cox Executive Escalation Team

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