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:01/27/2025
Type: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.
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,
**** ******
Business Response
Date: 02/04/2025
We would like to extend our heartfelt thanks to the BBB for giving us the opportunity to assist a valued customer. First and foremost, we sincerely apologize for any inconvenience **** ****** may have experienced. It is never our intention to cause any frustration, and we deeply regret any distress this situation may have caused.
We have made several attempts to reach out to **** ****** to address her concerns. On January 28 and February 4, 2025, an Executive Escalation Specialist tried to contact her via phone and email. Unfortunately, these attempts were unsuccessful, and we have not yet heard back from **** ******. We understand how important it is to resolve this matter promptly.
In our review of the account, we decided to waive any professional installation fees as a gesture of goodwill. A credit of $113.36 was applied to **** ******'s account on January 28, 2025. We hope this helps alleviate some of the inconvenience she has faced.
If there are any further questions or if **** ****** would like to discuss this matter in more detail, we kindly ask her to return the Specialist's call at her earliest convenience. We are here to help and are committed to ensuring her satisfaction.
Thank you for your time and consideration.Initial Complaint
Date:01/26/2025
Type: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.
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,
****** *******Business Response
Date: 01/27/2025
We have contacted our customer directly and addressed his concern. Thank you!Initial Complaint
Date:01/19/2025
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 had my monthly cable tv bill on auto-pay with the monthly fee deducted from my account. Somehow the fee deduction was stopped and my service was halted. I called the customer service
department at Cox and I was told that they could not help me with this problem. I have had this happen before and I thought this problem was resolved. I was wondering if you could contact Cox
Communications to help me with this problem. I you could help me take care of this issue, I would be very thankful! I was told my account was a couple of months behind in payments, so this is a very important matter. Your assistance with this matter would be much appreciated!
Sincerely
***** ** ******Business Response
Date: 01/22/2025
We have contacted our customer directly and his concern has been addressed. Thank you!
We received 2 BBB responses for this customer. Please see *************
Initial Complaint
Date:01/18/2025
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 am a Cox Communications customer and have been so for a long time. I have a cable tv account
and I also have auto pay to this company for my bank checking account. (Or so I thought). I was told
I owe a couple of months of back payments. I have always paid my monthly bill by direct deposit from my bank account. For reasons not my fault, my monthly dues were no longer deducted from my account like they have been in the past. I called Cox's customer service department and they were not at all helpful with me to solve this matter.Business Response
Date: 01/22/2025
We have contacted our customer directly. His concern has been addressed. Thank you!Initial Complaint
Date:11/28/2024
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.
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 12/03/2024
Cox made attempts to reach ******* ****** in receipt of his complaint; however, we
did not have the opportunity to speak with them. Should *** ****** wish to discuss this matter further; they can
reach a Cox representative at the contact information provided.
Cox CommunicationsBusiness Response
Date: 12/05/2024
Cox made attempts again to reach ******* ****** in receipt of his complaint; however, we
did not have the opportunity to speak with them. Should *** ****** wish to discuss this matter further; they can
reach a Cox representative at the contact information provided.
Cox CommunicationsInitial Complaint
Date:11/27/2024
Type: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.
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,
******* ********Business Response
Date: 12/04/2024
We want to thank ******* ******** for taking
the time to file her concern. In receipt of
this complaint, Cox spoke with *** ******** to resolve this
matter. After discussing the issue with *** ********, Cox found that a Mobile device feature malfunctioning would need to be address with the manufacturer. Cox as one time courtesy issued a one-time credit of $30 on *** ********'s account. We sincerely apologize for any inconvenience
caused. Thank you.
Cox CommunicationsInitial Complaint
Date:11/15/2024
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.
To Whom it may concern,
This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
COX COMMUNICATIONS ACCT ** ******** BAL. $274.00
Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Business Response
Date: 11/21/2024
We have made attempts to reach **** However, we did not
get the opportunity to speak with anyone.
Should they wish to speak with us, they can reach a Cox representative
at the phone number provided to them (via voice mail). Thank you.Initial Complaint
Date:11/07/2024
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.
Complaint: ********
I am rejecting this response because:
Let me be absolutely clear: Cox Communications' internal policies are irrelevant when they conflict with state and federal law. Cox’s requirement that I pay another tenant’s debt as a condition for service is illegal under Kansas Consumer Protection laws (K.S.A. 50-627), which prohibit unconscionable practices. This statute is clear that any act or practice exploiting a consumer’s position, enforcing unfair terms, or using coercive demands can be deemed unconscionable. Forcing one tenant to cover another’s debt falls squarely into this category, as it places an unjust financial burden on a consumer for obligations they do not legally owe.
Furthermore, Cox’s demand that I pay a debt it has already sold to a collection agency is equally indefensible. Under Kansas law, once a debt has been assigned to a collection agency, Cox relinquishes all rights to enforce or collect it directly. Demanding payment on a debt Cox no longer owns constitutes both an improper claim to the funds and an unconscionable act under the Kansas Consumer Protection Act. By misrepresenting its right to collect a debt it no longer legally holds, Cox is engaging in deceptive practices intended to pressure me into paying, despite the lack of any legal grounds.
I have already filed complaints with the Kansas Attorney General’s Office, Federal Communications Commission (FCC), and Consumer Financial Protection Bureau (CFPB), outlining Cox’s unlawful practices, including the coercive demand to pay debts that are neither mine nor enforceable by Cox. Each of these complaints includes full details on Cox’s insistence on payment of a debt it has no right to collect, along with the demand to cover another party’s obligations as a condition for service.
If Cox refuses to take corrective action and reimburse the payments I made under protest, I will file a lawsuit to recover the full amount, plus all associated legal costs. Confirm whether Cox intends to resolve this matter lawfully, or whether a court will need to address Cox’s actions.ing in unconscionable billing practices. Specifically, the Act does not allow companies to force one person to assume the financial obligations of another, especially without any contractual connection to the debt. Additionally, fair billing standards across service industries generally ensure that a new or separate tenant is not liable for debts incurred by a different individual.
Further, I am concerned that Cox’s policy of withholding service unless I pay another tenant’s debt may be unlawful under the Telecommunications Act of 1996 and general fair billing standards. As a separate, independent applicant, I believe my application should be processed without conditions based on another resident’s unpaid account balance.Business Response
Date: 11/07/2024
Good afternoon, Cox was able to speak to ****** ****** regarding his concerns. Cox educated *** ****** on understanding Cox's policy and procedure regarding accounts with past due balances. Customers interested in obtaining Cox services must provide documentation that they did not reside in the same household with the indebted customer at the same period. Cox records show that on November 6, 2024, confirming that he did reside at the same Cox location that the indebted account holder resided at. More specifically a signed lease showing all parties living there was provided. Cox advised *** ****** on November 7, 2024, that the past due balance would need to be paid in order to activate new services. We appreciate *** ****** taking the time to speak
to us. Thank you.
Cox CommunicationsBusiness Response
Date: 11/08/2024
Good afternoon, Cox stands behind its original statement. Cox was able to speak to ****** ****** regarding his concerns. Cox educated *** ****** on understanding Cox's policy and procedure regarding accounts with past due balances. Customers interested in obtaining Cox services must provide documentation that they did not reside in the same household with the indebted customer at the same period. Cox records show that on November 6, 2024, we received documentation confirming that he did reside at the same Cox location that the indebted account holder resided at. More specifically a signed lease showing all parties living there was provided by *** ******. Cox advised *** ****** on November 7, 2024, that the past due balance would need to be paid in order to activate new services. Cox spoke with *** ****** again on November 8, 2024, and confirmed he was able to obtain active service with Cox.
We appreciate *** ****** taking the time to speak to us. Thank you.
Cox CommunicationsInitial Complaint
Date:10/19/2024
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 am constantly in an outage and their chat service is HORRIBLE. No one can ever assist with a credit or any understanding of why this continues to happen.Business Response
Date: 10/29/2024
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.
Our records indicate that as of October 19, 2024, the customer contacted our customer care team, we were able to get the service back online and apply credits for the service-related issues, at this time we see the customer service is currently online and no outages in the area.
if additional assistance is needed, please be advised our customer care team is ready to assistance, we can be contacted at **************.
Thank you for your time and consideration.Executive Resolution Specialist
Cox Communications, Central Region
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