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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I don't have many detail, but suffice to say this complaint is about false advertising. I've seen two commercials that state customers can get "internet and a 1 gig unlimited plan for only $80 per month". Now, when I call or use the chat feature on the website, they do show the various different plans, but none with an unlimited+home internet for only $80. Their website has plans that show $110+, which I find disturbing. This disturbs me because so many businesses are doing this same thing. If they want to be taken seriously they need to either remove or change the video or honor the price they espouse in their commercial!Business response
12/26/2024
We want to thank ******* ****** for taking the time to file his concern. In receipt of this complaint, *** spoke with Mr. ******* and we have addressed their concerns. *** confirmed that the advertisement in question requires new service activation. Existing customers such as Mr. ****** would not qualify. Thank you.
Cox CommunicationsInitial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I moved into my current home in September 2022. At that time, I signed up for *** services. This includes internet and cable services. At that time, I was told my bill would be around 170-175/month. I was assured this price was locked in for 3 years (36 months). After the first year, it started increasing little by little as discounts began falling off. I filed a complaint a year ago and was contacted by *** services. My bill was about 210/month. The person I spoke to advised they could get the bill down to around 175/month again. I was again told by the person that responded to the BBB complaint at that time the 175 price was good for 3 years. I confirmed this numerous times. I took notes on my cell phone to ensure I was clear on what was occurring. This was about a year. Last month, one of the discount dropped off and it was 190/month. I was advised by *** personnel via telephone several more discounts are falling off in January 2025 and the bill will be around 230/month. This price is supposed to be locked in for three years and this is the second time in less than two years that hasnt happened. I want *** to honor what Ive been told on the telephone and keep my bill where I was told it would be for a period of 36 months. Each time, I am told it will be locked in for 36 months and each time, the discounts fall off after 12 months and I have to file a complaint to get *** to abide by their word that was given to me by several different *** employees. I want my bill reinstated back to the price I had been paying and locked in for 36 months as I was told.Business response
12/12/2024
Hello. We have contacted our customer directly and addressed his concern. Thank you and Happy Holidays!Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got a letter in the mail from *** Communication sometime within the past two weeks (today is 12/02/2024). The letter states I can get upgraded speeds for $50/month for two years, vs my current speeds which costs $70/month. However, *** is not honoring this offer. I spent over 2 1/2 hours in online chats and phone calls trying to get someone to even talk to me about this offer. All of chats got dropped by ***, and the phone call with ********* services failed to acknowledge this promo.I just want the promotional service plan that was advertised in their letter. I've uploaded a picture of the letter I received. It does not state the speeds, nor an expiration date of the offer. However it does say that the internet speed will INCREASE and that the price will be $50/month.Business response
12/06/2024
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. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.Initial Complaint
10/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
i was charged by *** communication in the amount of $359 based on false information, i closed that account in 2018 or 2019, now they say i have not returned equipment and 1 month ***************** was returned to this *** location (address: ********************************) i did not get receipt.if i missed 1 month service im ready to pay it because i want to keep my record and credit score clean but the equipment im not responsible for it because it was returned.please helpBusiness response
11/12/2024
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. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.Initial Complaint
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am being charged for equipment I returned as well as being charged for services and technicians I did not get or ask for or receiveBusiness response
10/28/2024
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. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.
******** *.
Executive Resolution Specialist
Cox Communications, Central RegionInitial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was pricing different plans and accidentally fully submitted the change. Once I realized this, I went to change it back but noticed the price was different. I was no longer getting my new customer offers. I used to get 1 gig down and unlimited data for ******. Now to get my exact same plan its 170. ************* was unable to help, in fact the last agent **** made sure to remind me that this was my fault which really helped the situation. *** just says there is no way to fix this, its your fault, you lost your new customer discounts even though youre currently still in the 24 month contract that went with the discounts.Business response
10/25/2024
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 three times with calls and emails, on October 23rd, 24th, 25th, 2024, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
Thank you for your time and consideration.Initial Complaint
10/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My mother passed away in July and I have been unsuccessfully trying to resolve issues with her account since the beginning of August. First issue: It took several weeks for *** to discontinue the service and they billed for another month of service (previous month was paid for) after I notified them of her death. I was promised an adjustment but they did not refund the new month's charges in full. I contacted them several times but it was never resolved and now this overcharge has been sent to collections. 2nd Issue: I submitted all of the documentation requested (death certificate, will, deed transfer, etc) so that I could manage the account. I now own the house and need to reinstate service but I can't because they allowed someone to change information on the account without my knowledge or consent. I have spent many hours on the phone with customer support and the chat line and have made numerous requests for someone to contact me to assist. The last attempt resulted in a chat-bot giving me a number to reach a manager. However, because the information was changed on the account, I could not verify and got kicked out of the system.I have been told I need to go into a *** store in ******** for assistance. I live in ******** so that is not possible in the near future and I need wifi to manage the house from a distance. I would like someone with knowledge and decision making authority to contact me to assist in resolving this issue as soon as possible.Business response
10/24/2024
We want to thank **** ******* for taking the time to file her concern. In receipt of this complaint, *** spoke with Ms. ******* on October 23, 2024, to address her concerns. *** attempted to follow up with Ms. ******* on October 24, 2024, to confirm her issues have been addressed but did not reach her. We sincerely apologize for any inconvenience caused. Thank you.
Cox CommunicationsCustomer response
10/26/2024
I am rejecting this response because: While the business did contact me to get information, they have not taken any action to resolve the billing issue. I
I did get a call on the afternoon of the 24th and attempted to return the call but was not able to reach the person on two separate attempts. The message left was that the person was calling with an update, not a resolution. I did not have a chance to call during business hours on Friday. It seems rather premature for the business to consider the case closed when no action and no explanation for the lack of response on the billing issue has been provided.
Business response
10/28/2024
Good afternoon, *** was able to speak with Ms. ******* again today to address her remaining concerns. *** was able to resolve her issues and at this time she is satisfied. Thank you.
Cox Communications
Customer response
10/28/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First part of September I start having problems with toxic equipment losing signal over and over sometimes not regaining signal for hours. One week I had returned the equipment four or five times on the last time the ***** that helped me offered to send out a tech free of charge because I explained to him that I am on a fixed budget and it's down to the ***** I cannot pay a ***** more. He assured me several times this would be no charge unless the tech had to do a lot of work out there and that would be discussed with me prior to him doing it. Will needless to say that same day my son came over and he found a bad spot in the cable line in our house he repaired the line and the problem was fixed we tried to cancel the tech apparently the tech didn't get the memo he showed up at the scheduled time my son explained to him that it was fixed and he said since he's there he should take a look at it and see if there's any other problems that maybe my son wasn't aware of. That was fine he ended up changing one fitting and added one splitter at this time he did not say anything about a charge I did not sign anything he never mentioned to charge to me not one time was this ever told to me that this was going to be a charge for these two fittings. When I found out about it it was on my bill I called and explained it I couldn't pay it that I shouldn't pay it and I never authorized any work to be done that required a charge. I was blindsided by this when I went to pay my bill. I have yet to pay my bill and I'm not going to pay this I'm already making arrangements to go to another cable service because when I called and spoke to an ***** he just told me that he is not allowing me to not pay this bill I will pay it is exact words was you will pay this. And I hung up on him and I'm not paying it was explained to the first ***** and the ***** prior to that that I could not pay one ***** more. I would like this charge taken off my bill and off my credit report.Business response
10/16/2024
We made attempts to contact our customer. However, we were unable to reach him. Should he wish to speak with us, he can reach a *** representative at the phone number provided via voice mail. Thank you.Initial Complaint
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 9/19/24 I contacted *** to notify them of continuous slow upload/download speeds. **** said there had been no upgrade in equipment in three years (a new modem, receiver box and remote) and we could exchange our equipment for "free". My son drove to their 51st Street exchange store and was given the new equipment for us to "replace" ourselves. ****** and **** helped get everything set up by phone. While talking to ****, ****** or ****, I mentioned that my smaller box still had no service and had not had service for over a week. They ran their diagnostics and were unable to correct the problem. I was told there would be "no charge for the visit" since they were unable to correct the problem by phone. Never was there any mention about a $100 service fee. Their billing statement was printed on 9/26/24, I received it by mail on Oct 5, 2024 - which now has a due date of 10/16/24. I tried to reach anyone in billing on Sunday, 10/6/24 was told to call back during working hours. Promptly on Tuesday, 10/8/24 I spoke to **** in billing at 10:05am and asked about the $100 charge and told him how shocked I was to find such a charge. He could not "waive" the fee, and could not connect me to a supervisor (because there were none where he was located) but could complete an "escalation form" and a supervisor would get back with me within 7-10 business days. This IS totally unacceptable. First, to say there would be "no charge" then to receive a statement with a $100 charge on it, and finally not to have anyone with any authority to rectify the problem. OUTRAGEOUS. Shame on them for their deceit. PLEASE HELP.Business response
10/16/2024
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. A credit was applied to the customer account to cover the service call visit and feedback has been sent to agent leader as a result.
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.
Jennifer D.
Executive Resolution Specialist
Cox Communications, Central RegionCustomer response
10/16/2024
I have reviewed the business’ response and accept this resolution.
Dear Hannah Long,
I am just following up on my complaint against Cox Communication, case number 22395699. This email is to notify you we have resolved the issue, Cox has apologized for the misunderstanding and has issued a credit of the $100 for a service charge they told me was free. They will issue a credit to my account for the difference. I spoke to Jennifer, a Cox representative, on October 16, 2024, whose Louisiana phone number is 225-421-8497 should you or I need further communication. I trust this issue is resolved. The next billing cycle I anticipate could possibly be Oct 26, we shall see.
Thank you for your prompt attention in helping me resolve this problem.
Mary Titock-Villareal
mryvillareal@aol.com
902 W Pittsburg Place
Broken Arrow, OK 74012Initial Complaint
10/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Inaccurate and unmerited charges on my internet account. Charges over $51.78 are inaccurate and unmerited. The company can not justify the additional charges after multiple phone calls with a supervisor.Customer response
10/09/2024
To whom it may concern,
Please see attached. On 8/19/24 I submitted a complaint against ***. The result of this complaint was the charges were removed due to a payment processing billing error charging my payment method without my consent on automatic payments. My account balance was $0, paid in full after the incorrect fees were charged. My current bill dated 9/10/24 for this month should only be $50 plus taxes. Please see attached. However, *** is attempting to charge me additional fees without consideration. Please see attached. My intention is to only pay what I agreed to pay, which is $50 plus taxes. Thank you for your help with this matter.
Business response
10/11/2024
We made attempts to contact our customer. However, we were unable to reach them. Should they wish to speak with us, they can reach a *** representative at the phone number provided via voice mail. Thank you.
*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. ↩
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Customer Complaints Summary
120 total complaints in the last 3 years.
36 complaints closed in the last 12 months.
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