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.
- 30 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:01/22/2024
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,
***** ****** get customer retention to no avail. Then they FORCED me to listen to customer restention sales pitch when I returned modem even though I DECLINED. I had already tried and switched. So they robbed me of another 30 mins of my life FORCING me to listen to a sales pitch I did not want. I only wanted to return the modem. Time is money. I feel they OWE me. Of course they won't pay. Just keep taking from me and the ACP.
Business Response
Date: 01/23/2024
Cox Communications (Cox) received your complaint filed
through the Better Business Bureau. Let us begin by thanking you for allowing
us the opportunity to serve you. We thank you for bringing your concerns to our
attention. Doing so will enable us to improve the quality of the service
we provide to our customers.Our records indicate on January 22, 2024, our Executive Escalations team contacted our customer to discuss the ACP chargeback. We immediately applied an adjustment for $30 on the account for the chargeback because it was not explained about the chargeback if the services were cancelled in the middle of the billing cycle.
We advised you that the ACP benefit of $30.00 was credited to your account on November 18, 2023, and you disconnected your internet service on November 30, 2023. As of today, January 23, 2023, we shared a notification that the services have been credited and it takes 24-48 hours for your account to reflect the updated amount. There is currently a zero balance.
When you are approved to receive the ACP benefit, you receive a discount for each month of internet service. If any customer should disconnect their service before the end of the billing period, the account was no longer eligible to receive the benefit for the final billing period, and the discount that had been previously applied to your account was reversed.
If you have any
questions regarding your billing, please call our Customer Service department at **************Initial Complaint
Date:12/18/2023
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.
Complaint: ********
I am rejecting this response because:I have told your agents several times that a phone call with me is not possible as I am hearing impaired and lack the software necessary to conduct a phone call. I explained this thoroughly to your representatives on multiple occasions to which I was told "too bad". I am shocked at how my case has been repeatedly handled before this point. My name is ******* **********. My account is listed as ******** **********. I don't know why this is as my legal name has been ******* ********** since birth. I quality for the federal discount toward my connection costs. I cannot requalify this year because someone changed the name on my account without my consent. Now this deadline is approaching and I can't qualify for this program because someone at Cox set my name incorrectly. Everyone I have attempted to contact about this says I need to fill out a form that is mailed in and 1. won't arrive in time 2. requires my ID which I'm not sure how I'm giving you via the mail? and 3. a notary to prove I am who I say I am and who I have always been due to an error on Cox's part. I can't take off work or pay for after hours notary services to get my name updated due to a mistake on Cox's part. I am contacting you from the e-mail on my account. I would gladly present my ID via that as evidence of who I am. But the hoops I'm being required to jump through coupled with the blatant discrimination as a non-hearing party through this company has been exploitative at best and deliberately malicious at worst. This process has been absurd and I'm at the point I don't know why I shouldn't close my account and just reopen it as I don't need a notary to prove my name to start my account over again because you would accept whatever name I gave you at that time. Unless of course your staff decided to notate my name wrong like they did this time around. I understand that for security, precautions are necessary but this has in no way been properly communicated in a timely fashion so I could plan accordingly and every step I've tried to resolve this and get this addressed has dug this pit deeper on my opinion of Cox. I have twice told my case will be escalated to the proper party, that I won't have to fill out the snail mail form, and we'll get the process going internally. I can give you both case IDs for it. But not a soul has followed up on either of those and we're now 10 days away from the deadline because I keep giving Cox the benefit of the doubt. I need the name updated on my account to match the legal name I gave when I made this account before Cox changed it without my consent.
Sincerely,
******* **********Business Response
Date: 12/20/2023
We have made multiple attempts to contact this customer. However, we were
unable to reach them. Should they wish to speak with us, they can reach a
Cox representative at the phone number provided via voice mail. Thank you.Business Response
Date: 01/02/2024
We appreciate the opportunity to assist our customer. We have
contacted our customer directly and addressed her concern. We
sincerely apologize for any inconvenience.
Thank you!Initial Complaint
Date:12/07/2023
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.
Cox communications basically has a monopoly of Internet service in my area. With that being said, there is constant outages, probably 4-5 times/week. They continue to do nothing about the issue. When I call in to figure out what is going on, I get transferred to different service reps that are reading off a script and have no idea what is going on. People pay way too much money per month to them for their service to be fixed.
I have had cox come out and completely replace the lines to my house months ago to supposedly ‘fix’ the Internet connectivity issues. This did nothing. I would like for Cox to actually try and figure out what the ongoing issues are instead of just listing them as a random outage. We are in 2023. People work from home all over the place. There is not reason for their service to continually be this bad.Business Response
Date: 12/08/2023
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 Communications
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