Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/14/2023
Type: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 2/13/2023 I had a past due balance of ******. I paid ****** through the cox app. The remaining past due balance showed ***** my fiancee used his card to authorize the transaction for *****. That is the past due amount that appeared on the app in red. But when the payment went through. It charged his card the full pay due balance of ******. I reached out to their chat service since it was after hours for an agent over the phone. The agent stated in the chat that the collections department would be able to refund the amount back to his card. I reached out to Cox's billing department and told the agent our situation. She stated that the accounts receivable department would be able to reverse the charges. She then connected me to that department. After telling the accounts receivable agent our situation. He reached out to a supervisor. The supervisor said no they would not reverse the charges. He proceeded to tell me in some situations charges can be reversed. I asked him why not our situation. He stated he did not know. I asked to speak to the supervisor who proceeded to talk over me and said I had to call the bank. But we had talked to the bank on 2/13/2023 and they stated it would be faster to speak with the merchant and get the payment reversed. I feel we should not be held accountable for an error made by an app that was created by the company. I have had so many issues with this company,but unfortunately they are the only internet provider I can use that has a strong enough connection. Since I work from home.
Business Response
Date: 02/23/2023
We want to thank Ashley ***** for taking the time to file her concern. In receipt of this complaint, Cox spoke with Ashley ***** and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.Initial Complaint
Date:02/12/2023
Type: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 canceled my services for a cheaper company. While on the phone canceling I was told I didn't need to return any equipment and after paying the final payment I was told everything was completed. Two months later I got a letter stating I was being set for collections for $*** for not returning the equipment when I was clearly told and even asked the employee several times if she was sure I didn't need to return it. I've tried calling them and I just get stuck being transferred from department to department. They have everything on their voice recording but are still trying to charge me for equipment I was told to throw away.Business Response
Date: 02/16/2023
We have contacted the customer directly to address their concerns and have provided a successful resolution. Thank you.Initial Complaint
Date:01/29/2023
Type: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 took my internet equipment back to Cox
on October 31, 2022 because there internet
service was awful. Ever since then they keep
charging my credit card for internet service.
**** * ******** ************* *** ******** *** ****** **** ***** *** *********** **** *** ** *** *** ** *** ** ********.Business Response
Date: 02/01/2023
Cox made attempts to reach Jane ********** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should she wish to discuss this matter further, they can reach a Cox representative by calling ************.Initial Complaint
Date:12/24/2022
Type: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 has provided unreliable internet in my neighborhood for the past week. This problem continues today. Cox communications fails to recognize that the problem is with their service and threatens to charge a $** to everyone on my neighborhood to help resolve this problem. Their best resolution time to have a technician investigate is 5 days from now. Given the large number of cox customers in my neighborhood that are without service should be a clear indicator to Cox that there is a problem. Cox refuses to use basic technology to monitor their uptime and instead blames the customer.Business Response
Date: 01/20/2023
Business Response /* (1000, 5, 2022/12/29) */
We want to thank Kevin **** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. **** on 12/28/22 and advised him of completed work on our network as of yesterday. We attempted to follow up with him today but did not reach him again. If he needs further assistance, he can reach Cox at **************. Thank you.
Cox Communications
**************Initial Complaint
Date:12/14/2022
Type: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 is continuously adding false fees for over data usage charges to my bill. I am constantly contacting them every day to come to a solution and their agents are ***************** I've ever encountered, disconnect chats randomly and they're also ************* and don't proof read before sending messages which is very **************. ****************************************************************************************************************************************************. I cancelled my services and switched to the much better option in town and Cox is refusing to right $*** is false wrong fees that I refuse to get bullied into paying.Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/12/16) */
We have made attempts to contact Mr. However, we were unable to reach him. Should he wish to discuss this matter further, he can reach a representative at **************.
Consumer Response /* (3000, 7, 2022/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not made a single attempt to contact me about the matter. ********
Business Response /* (4000, 9, 2022/12/21) */
We have made multiple attempts to reach Mr. at the number listed on this complaint leaving multiple voice mails. Should he wish to speak with us, he may contact us at the phone number we provided. Thank you!Initial Complaint
Date:12/05/2022
Type: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 been a Cox customer for ******* years between *********** and ************. My primary email, **************, has been disabled. I was able to check my personal email account on 11/28 with out any errors. On 12/1, I went to check my email and received the following message:
"We're sorry, but the cox.net email address associated with your Cox account has been deactivated due to disconnecting or moving your Cox Internet service, lack of use over the last 6 months, or opting to delete your Cox Email account. Please follow the steps outlined below if you would like to reactivate your Cox Email account:"
I have not received any notice that there was a problem or that there was going to be a suspension. I called technical support and was told, initially, the email was active on one of the tools, but not on an other. The technician I spoke to on 12/1 said a ticket was created with the number: ***********. I was told that it would take 24 to 48 hours to resolve.
On 12/3 I checked my email and found the same problem. I called in and went through the same gambit. I have another ticket the still has not been resolved.
On 12/4, I spoke to 7 different technicians, including the CAG. One told me that the email is not recoverable. The call was dropped twice and did not receive the courtesy of a call back.Business Response
Date: 01/06/2023
Business Response /* (1000, 5, 2022/12/05) */
We want to thank Mark **** for taking the time to file his/her concern. In receipt of this complaint, Cox spoke with Customer Mr. **** and we have addressed their concerns. We sincerely apologize for any inconvenience caused. Thank you.
Cox Communications
**************
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