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

  
• 

  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:04/04/2024

  Type:Customer Service 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 had called to cox cable because my modem stop working they told me I would not have a mndeposit if i took it to the store to get a new one so I did but i was still charged a deposit. I called today and asked to talk to a manager they said someone will call me back and never did...I want the deposit credited back i will not pay that i have been a customer for 6 years and its not my fault i had to get a new modem.

  

  Business Response

  Date: 04/10/2024

  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. We were able to review the account and a credit was applied back to the account to cover the deposit charge. 
  
  Thank you for your time and consideration.
  ******** **
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:03/28/2024

  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 would not cancel my account. I've been with them in great standing for over 10 years. Called today to cancel. First call I got no where where agent. After verifying all my information, pin and ******* he would not cancel unless I gave him a reason I wanted to cancel. I finally gave up and called back. Different agent same thing. He kept trying to explain to me about other plans, data caps and throttleing. I told him at least 20 times I dont' want to hear that and I jsust want to cancel service. He then said I'll put you on hold and we can let this take as long as it need to to get an answer on why I want to cancel. As I was making this request and while on hold, I drove to local COX store. While in store on speaker phone others could hear agent keep telling me I (customer) dont' understand that maybe I should listen to him and againg that he has all day and I have to listen to his offerings and give a reason why I want to cancel. Finally a store employee from COX came over an asked to use my phone. He told the agent on the phone that I just want to canecl my service. Why do I have to drive to a store and in person cancel my serviice? I did not have any COX equipment to return.

  

  Business Response

  Date: 04/03/2024

  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. The feedback of the rep was submitted to their leader for coaching and development purposes. 
  
  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:03/12/2024

  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.

  I moved out of my old apartment and into my new apartment. When I called cox to transfer I was not informed I would need to return my modem and was under the impression it would be used for the next tenant. This was furthered by the fact that there was an existing modem in my new apartment. The new modem however did not work and so we were charged an extra $100 to have them come fix something that was their fault. Now I am being charged an extra $250 for not returning the old equipment that I no longer have access to. I also have no way of retrieving that old equipment as I no longer live there. At this point I don't even care about the first $100. I want this $250 charge removed. I chatted with an agent who originally said I would not be charged, and then told me I actually would be. This agent then went around in circles telling me I would not be charged if I returned the equipment even though I informed them I do not have access to it. I requested a supervisor and the chat then went radio silent for over 20 minutes before I finally gave up and ended it. Im honestly ready to cancel my account and blast cox on tiktok (which has proven very effective in damaging a company. See ****** *** *********) I need someone to contact me and for these charges to be waved due to poor communication by Cox, and its agents.

  

  Business Response

  Date: 03/14/2024

  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. 
  

• Initial Complaint

  Date:01/22/2024

  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.

  It seems to me the ACP pays the month in advance. They paid my month of Nov. I cancelled my service on 11-29-23. Paid the remainder of my bill in Dec for 22.72. Then I receive a bill for $30 the next month. I call and first CSR could not explain. Second call they told me I had to pay the ACP refund for the month of Nov. I had service in Nov. I can find no proof they only pay for partial months due to cancellations. I reapplied with my new provider in Dec of 2023. I researched and saw they are doing this to other people are it is THEIR responsibility to file an ACP reimbursement claim. They actually recieved the money so I don't see how that is possible anyway. I filed a complaint with the FCC like others have to resolve their issue. I just received a an email saying it is due immediately from Cox. They are like a dog with a bone. No support only constant texts and email abuse. And what is the most offensive to me is the fact they ROB me of my time. Time first trying to 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 **************

  Customer Answer

  Date: 01/25/2024

  
  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

  Date:12/18/2023

  Type:Customer Service 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.

  My name was incorrectly entered by the rep who made my Cox account. I have repeatedly been in contact with support to have this changed who have told me it's not possible. I was finally told on November 30th, they would start the process for me and they never did. Now the deadline to renew my government assistance through Cox is upcoming and I cannot qualify because someone at Cox illegally changed the name on my account and now they blatantly refuse to change it back.

  

  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.

  Customer Answer

  Date: 12/21/2023

  
  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: 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: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 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

• Initial Complaint

  Date:10/10/2023

  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.

  On October 6, 2023 I attempted to cancel my Cox internet and cable. The last thing they told me is that email is immediately shut off. Per policy on the cox website *****************************************l (screenshot uploaded) I should have email for 90 days after termination. They said they haven't updated the website.

  

  Business Response

  Date: 10/12/2023

  Cox's Executive Escalations Team submits the following response to this complaint.
  
  We would first like to apologize to our customer for the negative experience that (he/she) has encountered, and for any inconvenience that (he/she) has experienced as a result.
  
  A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account.  The account records show the internet service is still active on the account.  If the customer wishes to disconnect service, they will have up to 90 days to move their Cox email content to another email provider.  We do apologize for the misinformation provided.
  
  
  We would like to thank our customer for being a valued Cox subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customer’s complaint.
  
  
  Respectfully submitted,
  
  
  Cox Executive Escalations

• Initial Complaint

  Date:10/03/2023

  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.

  I am the CTO for two new business entities ******* ***** Scottsdale LLC and ******* ***** ****** ***. We have been a Cox customer for over 2 years at multiple locations and multiple services. We had a sales office close to our construction site so we could do tours for prospective members, investors and future team members. Once our Construction was completed we transferred our service from one site to another, canceled the service and transferred the phones and numbers. Since we are a business we have to go through our business Sales Manager for all changes, cancelations that affect billing revenue. When our construction site was available for occupancy we transferred services and numbers and actually added services. But they never canceled the existing the site services and we keep getting billed. I have escalated to support teams, management teams and we are now 9 months later being billed and they can’t cancel the account. We are seeking resolution and we have verbal agreements on past credits but the accounts are still open and charging fees. Since we have multiple accounts with Cox and Rapid Scale this one account may put our business at risk if they disconnect us. So we have been paying our bills with the promise of credits awaiting approval. The other problem is that the account rep was on *********** leave for 4 months and his VP manager responded on his behalf while he was out. Our Account manager says he can’t help us and his VP manager will process what we are asking. We also were charged with services before they were available and had many delays with Rapid Scale for new fiber connection services that were mismanaged, handled and verbally oversold.

  

  Business Response

  Date: 10/10/2023

  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 Business 

• Initial Complaint

  Date:09/25/2023

  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.

  I transferred my service from a prior address and had nothing but problems with pricing as a result, and actually had to file a prior BBB complaint against Cox to resolve the issue to align my price at $85/month. My brother lost his job after my father died and I suddenly started receiving "data use" warnings which I never had seen before. My understanding was that my data consumption as an Internet customer was unlimited considering I am paying for a wireless connection and with multiple promotions in effect. I understand slowing data rates but not limiting them. Further, I had a discussion via text on 9/16 with ******* * who said that they could change my rate to unlimited and it would NOT increase my bill as credits would offset the price. I get my bill today and it shows $146!!! Meanwhile, I'm covering costs of my unemployed brother who is suffering from grief as a result of my father passing. This is totally unacceptable and unethical. I cannot understand what is wrong with this business that won't even have representatives to talk to on a weekend, instead I have to try to "chat" to get answers and run into nonstop problems. I want my bill to be a reasonable rate and what I thought was unlimited internet coverage. I need these excessive charges washed away as they were not agreed to by me! Please refer to the chart transcript on 9/13/23 between ************************ and ******* * they told me in response to my question: 8:17:41 AM [**********] "Can you fix this for me?" 8:17:48 [******* *] : Can I add the unlimited plan for you to avoid the overage notification?" My response: ONLY IF THERE IS AN OFFSET for $30 (which is hte amount increase she said I would incur) Her response: "Yes, you have $30 which is activated on 9/13 and you will get a discount from the next generated bill".

  Customer Answer

  Date: 09/25/2023

  I am located in ******* Arizona 85296

  

  Business Response

  Date: 09/29/2023

  Dear ********** Moore,
  
  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. 
  
  
  Our Executive Escalation team member spoke with you regarding your Cox account on September 29, 2023, and have provided a resolution for the concerns brought up in your complaint.  
  
  
  If you have any questions or concerns regarding your account, please contact our Customer Service department at 1-800-234-3993. 
  
  
  Best Regards, 
  
  COX –WEST 
  ---------------------------------------------------------------------------------------- 
  The Executive Escalations Team 
  

• Initial Complaint

  Date:09/20/2023

  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.

  The service wire that comes into our house is hanging so low that I hit my head on it. It is a safety concern. I called and setup an appointment to have it relocated. The tech came and refused to do anything about. He then proceeded to cancel our appointment. I called the company and explained what happened and I was in the phone for over an hour with various people. I wanted them to meet their appointment and their own standards of safety. They only would setup another appointment, but I already took 4 hours off work for this. They should have fixed it right away.

  

  Business Response

  Date: 09/22/2023

  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 spoke to our Field Leadership team to address the low hanging lines at the customer's home. Our Field Leadership team stated the pole has been marked unsafe to climb by **** and that the pole will need to be replaced. The drop on the pole could not be raised any higher at the house because it is not safe for any of our field personnel to climb the pole until it is replaced. If the customer would like to know when the pole will be replaced, he can contact **** to get a date estimation, and once replaced, we will return to raise the drop the lines are connected to. 
  
  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.