Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  4849 N 72nd St STE 101 Omaha, NE 68134-2304

  
• 

  Cox Communications

  7640 Towne Center Pkwy STE 1 Papillion, NE 68046-2138

  
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  Cox Communications

  3427 L St Omaha, NE 68107-2577

  
• 

  Cox Communications

  700 S 72nd St Omaha, NE 68114-4614

  

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:06/29/2024

  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.

  In six months of using Cox I have experienced more outages than in 10 years with any other company. The outages are unexplained and always disrupt my work or leisure. Omaha NE

  

  Business Response

  Date: 07/09/2024

  We want to thank ******* ****** for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. ****** initially on July 1, 2024 to address their concerns.  Cox addressed network issues in this area on July 9, 2024.  Cox attempted to follow up with Mr. ****** on July 9, 2024 but did not reach him.   We sincerely apologize for any inconvenience caused.  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:06/25/2024

  Type:Billing 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 have been given different billing information on numerous occasions from COX Communications staff on different occasions putting me in a position I have paid COX Communications well over the amount I was supposed to. Approximately 2 weeks ago numerous COX Communications staff told me I had over $230 in credit due to my overpayments, yet 2 weeks later they COX Communications staff are giving me different amounts of money they are alleging is due and today I had a COX Communications supervisor insolently hang up the phone on me. This is preposterous and unacceptable. COX Communications are accustomed to dealing with undereducated and sometimes unemployed customers, unlike myself who is an honorary college graduate and a taxpayer who works for an academic institution full-time and they are trying to take advantage of me as they take advantage of people less fortunate than me that are unable to recognize when they are being victims of violations of Federal and State criminal and civil laws or are unaware of their rights as American citizens or **** holders to make grievances against businesses that commit illegal or fraudulent acts in their services and I need the assistance of BBB to bring an end to this for not just me but all American citizens and legal customers in a whole.

  

  Business Response

  Date: 06/26/2024

  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 reviewed our customer's account and per Cox records, on 6/6/24, a payment was made in the amount of $279.97 for the past due and current balance. This left the account at a zero balance. Additionally, on 6/12/24, an additional payment was made for $280.00 on the account, which caused the credit balance of $280. 
  
  When communicating via customer service with the customer, the changes to the credit balance of $280 changed when the payment's banking information attached was returned to us on 6/18/24, stating this payment had been rejected by the financial institution. The customer's new bill printed on 6/17/24 in the midst of this process and a charge for unreturned equipment was received. We received the equipment on 6/22/24 and reversed the charge. 
  
  Once the payment was reversed, and the equipment charges were returned, along with the new charges for the monthly services, the final balance due is $86. **, which is the customer's Monthly rate. This bill is due on 7/2/24. Due to these changes happening after the billing statement printed, these changes will reflect on the next statement received on 7/17/24. These changes can be seen online at www.cox.com under recent transactions with an updated 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.
   
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  

  Customer Answer

  Date: 06/26/2024

  This still doesn't explain how I'm due money for my mobile service when the $279 payment covered both internet and mobile.

  

  Business Response

  Date: 07/01/2024

  Thank you for bringing this matter to our attention. We acknowledge the customer's rejection of this complaint. Regarding the customer's account, a credit balance would have only occurred if both payments had processed successfully, exceeding the actual balance due. However, due to the rejection of one payment, the account balance was adjusted accordingly, and there are no credits due at this time. Our position remains unchanged.

• Initial Complaint

  Date:06/19/2024

  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.

  Cox internet went out yesterday June 18th and, after several hours without service, they told our leasing agent they had no idea why just our area of Omaha was out. They stated that the earliest a tech could come check was today, June 19th, at 3:30 pm. They then told her, despite the provision of the door code, that they couldn't enter the building. We both work from home, making their service vital to our income, and have been watching out our front window for them to arrive. No one from Cox drove past nor attempted to knock or enter the building. I don't appreciate being lied to for whatever reason the company or employee has. We've now been without service for well over 24 hours and they claim they now can't be here until 1 pm on June 20th -- if they actually show up.

  

  Business Response

  Date: 06/24/2024

  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.
  
  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:06/12/2024

  Type:Billing 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 filing a complaint regarding a billing discrepancy and misleading information I received from Cox Communications. On June 12th, I visited the Cox at 7640 Towne Center Pkwy Suite 101, Papillion, NE 68046, to upgrade my internet plan to include unlimited data. I was informed by the representative that the additional cost for this upgrade would be $30 per month, bringing my total monthly bill to $116. I asked if I needed to sign or get a confirmation, but she said it would be sent. After returning home and receiving the details within 2 hours, I reviewed my bill and discovered that the increase was actually $50 per month, resulting in a total bill of $136. I contacted Cox customer service immediately to resolve this discrepancy, but despite multiple attempts, I was unable to get the matter resolved. I subsequently returned to the Cox store where I recorded my interaction with the store representative and the store manager. During this visit, the store representative confirmed that she had informed me the additional cost would be $30 per month and that this was the amount we agreed upon during the transaction. However, the store manager refused to honor this agreement, stating that such a plan was not possible. He did offer to reduce my bill to $119.99, which is still higher than the agreed-upon $116. Despite my request for a credit or further adjustment to match the original agreement, the store manager refused any additional compensation. The only time he offered this partial resolution was after I informed him that I had recorded our conversation and intended to file a formal complaint. I feel that I have been misled and unfairly charged. This discrepancy will result in an additional $72 I would be paying over the next 2 years, totaling $1,728 unfairly charged. I am seeking assistance to ensure that Cox Communications honors the original agreement of $30 additional per month for the unlimited data plan, resulting in a total monthly bill of $116.

  

  Business Response

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/05/2024

  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.

  Cox cable and their sub contractors came into our yard to install fiber optic cable. They were in our yard multiple times and not once did they notify us or come to our door. They dug two very large holes in two different locations. They cut off half of the branches of one of the trees in our backyard without notifying us or asking permission. They then hit one of our trunk lines to our main power to the house which knocked out power to half of our house. They did not notify us once again that this happened. We found out later in the day that this happened. OPPD came out a couple hours later and had to put in a temporary 220 line that laid all the way across our yard. The other issue is that when they knocked the power out, one of our deep freezers popped and didn't come back on when the power was restored. We didn't realize this until 2 days later. By then, our food had all defrosted and was ruined. I had to dispose of all of the food at that point. I have been in contact with **** ******* who is the HOA liaison for Cox Communications. He had me believing that everything would be resolved. Almost 2 months later he responds with an email essentially passing the buck to another company. I called that company and they are simply the locating company for power lines. They didn't do any of the digging. That company in turn gave me the name of the sub contractor that did the digging and damage. I called that number and was hung up on. I am NOT going to be getting the run around here. This needs to be resolved immediately.

  

  Business Response

  Date: 06/13/2024

  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 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, Central Region

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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.

  Cox does not need my bank account balance to issue a refund, three of their reps confirmed I am owed three days ago. Cox telling me they need to see my bank account balance is a complete breach of privacy. They can clearly see what was paid on my account, I sent screenshots showing the transactions from my bank account and one of their own reps in billing gave me the total amount I am owed which is $155 and some change yet I was charged again today when my account information should have been removed as I canceled service and was told I would be getting a check. am beyond livid with the Cox. The horrible customer service, the horrible billing practices and the absolute breach of privacy. Cox sells customers information to third parties and I’m done with this company. I want my refund immediately. I want my bank account information removed immediately.

  

  Business Response

  Date: 05/28/2024

  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 that our Accounts Receivables team contacted you directly via email advising that we are happy to process the refund for the balance once the equipment is returned. The refund amount totals $155.14, that will be processed to you via electronic refund, once you have returned the equipment. 
  
  The equipment is required to be returned because there could be an outstanding charge associated with the equipment if it is not returned. Once returned, we will expedite the refund request to you. The representative you spoke with misled you with information and did not explain the full process. Feedback will be submitted to ensure we are providing customers with correct information.
  
  If you have any questions regarding your refund, please call our Accounts Receivables department at 888-249-3457. 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:05/16/2024

  Type:Billing 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.

  Cox charged me $318.00 for service to my apartment that was vacant due to a fire in the building. I was told to leave the apartment in November 2023. Since then there has been no electric or water on in the building. I was informed that whoever I spoke with over the phone in November did not file the proper form, so my service was not suspended like I was told. Spoke with a manager in the billing department and was told to contact the legal department about the issue. And was told it was going to collections and there was nothing they could do. I've made it clear to everyone I spoke with, that I was not paying for service I didn't receive. The cable is not monitored, but the internet is and they could see that there was no internet service since November 2023. I would like this bill voided without a black mark on my account. I plan on moving back into this apartment when I can.

  

  Business Response

  Date: 05/21/2024

  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 reviewed the customer account and determined that this claim is outside of the 60 days dispute policy; please see below: per the cox service agreement: If you do not agree with a charge on your bill or you believe it is an unauthorized charge, you must (i) pay undisputed amounts by the due date listed on your bill and (ii) notify Cox no later than sixty (60) days after the date of the bill (or such later date as required by law) of the disputed or unauthorized charges by calling or writing to us at the number and address specified on your bill and submit any documentation or other information to substantiate your claim of unauthorized charges. You waive any disputes or credits that you do not report within this sixty (60)-day period. 

  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:05/10/2024

  Type:Service or Repair 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.

  I am supposed to have fast and reliable internet through cox but over the years I've gotten the opposite and regardless of circumstance they blame us or suggest we get a new router, regardless of how new ours is, even when it's their equipment or contractors at fault. They often will charge customers to fix their own equipment that is nowhere near their house, and the work they do to fix their service is shoddy at best. Today my internet dropped for 3 hours straight while I was livestreaming on twitch. You would think a "fast and reliable"internet service could handle that as it does normally... but Cox cuts corners and the outages have become incredibly frequent lately with no end in sight. Before it would happen once a day but now I can hardly get anything done. You can't get anywhere when dealing with their customer service either because it escalates internally and most of the technicians they send solve the problem, they instead will point you to a non existing cause such as, and yes I've been told this before, "The internet connection drops happened because you were using it". I was not streaming at that age either. Regardless I'm incredibly angry that I can't even get the basic reliability that I was promised, and as my internet has died for an extended time 4 out of the last 5 days before we account for occasional drops, which are NOT RELIABLE, and happen every day for the past 10 years. I've looked and internet service is not supposed to be this way. Please, I implore you to help resolve this or at least put a magnifying lense over a company that lies and cuts corners across the board.

  

  Business Response

  Date: 05/13/2024

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

  Customer Answer

  Date: 05/15/2024

   
  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 and that an ongoing effort is being made to improve service in the area now.
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:05/07/2024

  Type:Billing 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 Saturday, May 4, Cox Cable came out to my residence to replace wiring in a box and left the wiring exposed under my driveway and up the street passed by house. Please note, I don't even have Cox Cable and the box is on my property. The neighbors behind me have Cox Cable. This is certainly not only an eye sore, but I think it may be dangerous.

  

  Business Response

  Date: 05/09/2024

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on May 7, 2024, and assigned ID#********

  
  We would like to thank the Better Business Bureau for the opportunity to assist a member of the community. We apologize for any inconvenience she may have experienced. It is certainly not our intention to cause any frustration.
  

  Upon receiving the complaint, we reached out to our field and construction teams, and we have been advised they will be working to bury the drop line. Unfortunately, currently we do not have an estimated completion date. A member of our escalations team has reached out to the complainant and provided contact information should she have any additional questions or concerns.     
  

  It is always our goal to provide our customers with exemplary customer service as well as being a good community partner. As a customer service-oriented company, we know that our success largely depends on our customers' and the community’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that our community member has experienced.
  
  We appreciate the opportunity that the Better Business Bureau has given to us to assist this member of the community.
  
  Respectfully,
  Cox Communications East Executive Resolutions team

  
  

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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.

  Cox communication is my internet service provider. I have just received another notification of a service outage. Since March 1st, Cox has had service issues in my area on the following dates: Friday March 1st, Tuesday March 12th, Tuesday April 2nd, Friday April 19th, Saturday April 20th, Sunday April 21st, Monday April 22nd. As someone who works from home, it is imperative that my internet be reliable, but Cox service is now experiencing regular outages. Today marks the 4th consecutive day where the service I am paying for is not available. I would like to lodge a compliant to ensure that this issue is escalated to the appropriate level of management within Cox. Given the lack of competition for high speed internet service in my area, I don't really have a viable alternative at the moment, which is extremely frustrating because having an unreliable service provider is unacceptable and I don't feel like I'm in a position to "vote with my wallet" and switch to a different provider. I just need Cox to reliably provide the service for which I'm paying almost $100 per month.

  

  Business Response

  Date: 04/26/2024

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

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  Mark Vandermeulen