Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our business has been a loyal Cox Business customer for at least the last 17 years. Due to the cost of the internet service, as well as more frequent outages lately, which disable our VoIP phone service, sometimes for up to one to one and a half business days, we began shopping for another provider, knowing that our contract was ending in 2024. The outages were unacceptable for our high-volume medical practice, because we rely on having our VoIP phones up and running during the business day.We commenced service with another provider in January of 2025. I subsequently called to cancel our *** service, knowing our contract had expired in 2024. I was told that our contract had auto-renewed for twelve months in 2024, and that we were still under contract. This auto-renewal clause is buried in the three-year contract from 2021, and there was no notification about the upcoming renewal when it happened. It seems purposefully designed to be a malignant form of customer retention. At best, auto-renewal with no new renewed consent is unethical; one could argue that it should be illegal and is definitely a predatory business practice. We assumed we were paying month to month after the expiration of our contract. I was told that we were locked in our contract and to break our contract, we would have to pay off the remaining payments, totaling over $3000. I was offered no negotiation whatsoever. Our next complaint will be to the ***.

  

  Business response

  02/10/2025

  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. 

   

  ******* *.

  Executive Resolutions Specialist 

  Cox Business

  Customer response

  02/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  The Children's Doctor

  ****** ********* MD

  
   

  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, ** have been trying for months and EVERY time we call; to cancel, we get the run around and they say our contract is ending soon and to call 30 days before it ends to cancel. Last time we called in December *****, they said it is over in February 2025 and to call in January 30 days before. Now they are STILL not canceling and we are getting the runaround, we get hung up on, it's absolutely DISGUSTING what they are doing to people. Please, please help us! They are overcharging us and we are paying $400 a month on the internet!!! ** have had them for years and years and didnt realize that they have been automatically raising our internet bny 10% EACH YEAR!!! Please see the below email for reference in this matter: Cancel Account - ************* External Inbox Search for all messages with label Inbox Remove label Inbox from this conversation ****** ****** <***********************************************>Attachments **d, Jan 15, 1:06PM (20 hours ago)to ***.help, ************************ Tyson ** need to cancel this service ASAP. ** called in September and was told to call in December, so we called again in December and then was told to call in within 30 days of February. ** called today and was hung up on when we told them we wanted to cancel. ** called again and it seems we are experiencing the same issue as this link: ************************************************************************************************************************************************* And were told to call AGAIN in July to cancel. WE ARE NOT WAITING ANY LONGER AND WE ARE CANCELLING ***!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! CANCEL OUR ACCOUNT NOW PLEASE!!!!!! This is completely unacceptable and WRONG what you guys are doing and its disgusting. Account Number ****************** *** PIN **** Service Address APT ********************************************************************************************************** ** are not going another month paying this much so it needs to be cancelled ASAP. Best regards,******

  

  Business response

  01/22/2025

  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
  *** Communications, Northeast Region

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 10th I was hustled by *** into switching to the 2Giga Internet speed. I was informed by *** that I was able to revert back to my old plan with the SAME Pricing as before.... December 11th. I called *** into reverting me back to my Plan where Internet is $100 with ************** for $50 and a Phone Line for *****. After taxes all of that would be $171.55 for the month. They are telling me something different and basically being run in circles. Aren't *** calls recorded? I am pretty fed up and trying to find a resolution with no avail.

  

  Business response

  01/17/2025

  Dear ***** ****,
  
  *** Communications (***) 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.
  We have reached out to you to address your concerns,however, our attempts to reach you have been unsuccessful. Once we are able to speak with you and verify your account, we can address your concerns and provide a successful resolution.
  If you have any questions or concerns regarding your account, please contact our *************************** at ************.
  Best Regards,
  *** - California
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  12/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  COX BUSINESS HAD BEEN DOUBLE BILLING US FOR 3 YEARS. WE ONLY USED ONE INTERNET SERVICE; HOWEVER, THEY BILLED US FOR 2. WE HAVE SPENT 2 WEEKS TRYING TO RESOLVE THE ISSUE AND THEY REFUSE TO HELP US. THE AMOUNT OF MONEY WE OVER PAID IS APPROXIMATLY $15,000. OUR *** ACCOUNT MANAGER AND EVEN HER MANAGER WERE NO HELP AND REFUSED TO TAKE IT TO HIGHER LEVEL FOR SOMEONE TO REVIEW OUT ISSUE. I HAVE AN EMAIL FROM THE ACCOUNT MANAGER ADMITTING WE ONLY HAD ONE CIRCUIT OF INTERNET, WHICH SHE LATER TRIED TO RECALL THE ****** I WOULD SIMPLY JUST LIKE THEM TO REFUND US THE MONEY THAT THEY OVER CHARGED. THEY BILLED US FOR A SERVICE THEY DID NOT PROVIDE. IT'S BEEN VERY FRUSTRATING THAT SUCH AN OBVIOUS THING COULD NOT BE SIMPLY SOLVED. I HAVE A LOT OF DOUMENTATION AND CAN PROVIDE THAT IF NEEDED.

  

  Business response

  12/27/2024

  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 Business

  Customer response

  01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Cox Business on 12/5/24 regarding cancelling a business account. I was advised at that time that our contract could be cancelled, and the end date would be 1/5/25. I also have an email confirmation confirming this would be the cancellation date. Since then, we have received a bill with a billing date through 1/8/25 with no indication of a final bill. Upon calling, I was told there is no cancellation on record. Contacting the help email, I was told that this request can only be made via phone, but I have already done this and that was not honored. Since 12/12/24 all of my emails have gone unanswered. We left this business location months ago, and it has been a nightmare to get this cancelled. We originally called in august, and was told our contract would expire in December 2024. This was also incorrect, and the account was set to autorenew. I need this resolved, in writing, immediately. I also am requesting credit on the account due to the excessive time I have had to put into getting a cancellation done, that should have already been done.

  

  Business response

  12/20/2024

  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. On December 19, 2024, a member of our sales team contacted the customer and we have uploaded the necessary paperwork to disconnect both accounts as of January 3, 2024, with no early termination fees.
  
  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. 
  
  
  *** **********************, Northeast Region

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were using *** bus. Internet service. We began having daily down times interrupting the production of our daily office duties. I had a chat with a *** *** ****** He felt that we needed a second router/Modem to fix our issue. Our IT department then got involved, it was made clear that this was not the solution to our problem. I then did a chat With ****** V, I asked if we were in a contract, he stated that we were month to month. (I have a screenshot of that conversation). We then tried to cancel the service. I was assigned to a *** named ******** She did not want to honor the conversation in the chat (I sent her a copy of the chat) she insisted that we were still in a contract and would have to pay a fee of $1091.28. As the months continued to go by, I continued to reach out. Sometimes it took weeks in between my outreach to receive a response. (I have saved all correspondence between the two of us). In July she emailed me stating that she could not waive the fee but for the ***** she would lower the fee to ******* By this time, we just wanted to end this, we were getting nowhere, and I was spending way too much time trying to get justice. We then signed a ******** stating that we would settle. I continued to try to pay online in our account, but the agreement amount was not there, I tried to get ******* to adjust the bill. By Sept .10th she still had not changed the billing, but I paid the agreed $****** on our *** bus. account billing portal anyways. They continued to bill us and to this date we have been turned over to collections for $922.04. I reached out to ********* superior and was never able to have a conversation with her. When I call her number, it goes to a ******* message. This has been very time-consuming and frustrating it is now affecting the credit for our business. We honored our end of the Docusign for the "settled on amount" and would like for *** to honor their end by removing the collections and retracting their ***ort to the credit agencies

  

  Business response

  12/16/2024

  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. 

  ******* *. 

  Executive Resolutions Specialist

  Cox Business 

   

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Account #****************** On November 26, 2024, I reached out to *** customer service and spoke with a representative named ******, who informed me that I do not have a contract with *** for my mobile service. Later that same day, I made another call and spoke with Summer from the mobile service department. She indicated that I am under a contract with Citizens Pay due to having received a discounted phone. When I requested additional details, she advised me to contact Citizens Pay customer service at ************ for further information regarding my contract. I recall making a payment of approximately $1,000 for my iPhone 15 Pro Max.Subsequently, I contacted Citizens Pay customer service on the same day and spoke with a representative. Despite providing my personal information, including my Social Security Number, he was unable to locate my account.I would appreciate your assistance in confirming whether I am under any contract with Citizens Pay for my mobile service or device. Thank you.

  

  Business response

  12/09/2024

  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. 
  
    
  Executive Resolutions
  *** Communications, ***********

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently moved from *********** my old apartment, I had *** internet for years no problems But my wife and I we recently moved to downtown sd, so I requested to move my internet services to my new adress, according to *** communication this building has *** service I schedule the technician to connect my internet and told me sorry I can't find signal tone to your apartment, and told me to make another appointment so I did, second appointment with *** technician same exact thing, so I get my bill from *** and I paid my ****** dollar monthly bill and I paid every month a fee extra included in my bill for any repairs on cabling or issues regarding cabling, it's been a month and I still don't have Internet services in my new apartment, but *** still charging my monthly service fee this sound like fraud to me please advise thank you

  

  Business response

  10/04/2024

  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. 
  
  ******
  Executive Resolutions
  *** Communications, ***********

  Customer response

  10/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** A ******* F
  
   
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been experiencing slow internet speeds, and after calling *** several times, they keep telling me I need new equipment. This is false. I have verified on their website that the equipment I use is up to date and can handle the capacity that I'm paying for. I pay for 500mbps and I'm currently getting 10mbps.We have called several times, and each time we call the internet speed magically increases to about 100mbps, again, only 1/5 of what I'm paying for. My neighbors have all been sold new equipment because they were told their modems were obsolete. *** representatives are LYING to its consumers.

  

  Business response

  09/26/2024

  Dear ***** *******:
  
  *** Communications (***) 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 reached out to you regarding your *** account on September 25, 2024, 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 *************************** at **************.
  
  
  Best Regards,
  
  *** - ****
  ----------------------------------------------------------------------------------------
  The Executive Escalations Team

• Initial Complaint

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Attempted to cancel at end of a three year contract and was told that the contract automatically renewed and would be a $1000 termination fee. *** has buried this notice in page 3 of the contract. This should be illegal and explains why *** has such a poor rating. My only regret is going with *** to begin with. Reading the internet I am one of many who have had to deal with this. The next will be a complaint with the ***.

  

  Business response

  09/24/2024

  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 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

*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. ↩