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Home Cable Television and Satellite Services Cox Communications, Inc. Complaints and Resolutions

Cox Communications, Inc. complaints

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6205-B Peachtree Dunwoody Road NE
Atlanta, GA 30328 | Get Directions

(877) 982-5917

http://www.cox.com

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Total Amount in Dispute:
$17,654.00

Total Amount Settled:
$0.00

Complaint Experience

84%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

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Complaint Closing Statistics

55 complaints against Cox Communications, Inc. closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
41 Agreed to make an adjustment
0 Refusing to make an adjustment
8 Refuse to adjust, relying on terms of agreement
6 Unanswered

55 complaints against Cox Communications, Inc.

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2/23/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $69.95 Amount Settled: $0.00

Customer Complaint

1/22/2025

I have figured out why they make you open a new account each time. That way if you were promised a special discount, it will be lost. They will change your modem from what it was before and charge you more. I had so much problem with a system little over a year ago that they game me a discount of 69.95 until 2026. Now that is gone surprise. But over the years they have been one of the worst company to deal with. I would not recommend them to anyone. If I can figure out how to get with another company I'll be so happy. I would recommend not to go with them if you have another way to go no matter what they promise. They are the worst ever. Also your change to yahoo was garbage. Resolution Sought Follow what they said they would do. I was told to inform them of this if I ever move, that did a lot of good.

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Company Response

2/6/2025

We would like to thank the BCA 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 BCA has given to us to assist our customer.

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2/2/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $480.00 Amount Settled: $0.00

Customer Complaint

1/13/2025

When I signed up for Cox in 2022 I went in store and asked about what discount programs were offered. I informed the representative I have kids and get SNAP. The representative told me only ACP but that it would be ending the next year 2023 (it didn't end until 2024). After looking today I noticed there is a program for $10/month when you have a student in school and get SNAP which I have both (and I'm in school also) The representatives failed to communicate this program with me so instead of $10/month for the internet I've been paying $50. The difference for one year is $480 the difference I've paid since signing up in 2022 is $1200 dollars. That's $1200 more the company untruthfully took from me because they simply didn't communicate the discount when asked up front if there were any programs (that's considered lying). In my opinion that's not honest business practices and should be wrong of them to do that to families. All Cox said they can offer me is a $20 credit which is nowhere near the $480 extra that I've paid just in the last year. That's $480 worth of clothes and food being taken away from my children because the representative didn't do their job honestly. Resolution Sought Credit my account a minimum of $300. I'm not asking for the money to be refunded to my payment method I just simply want a credit on the account for at least somewhat near the amount extra I've paid for the last year. $300 seems somewhat fair compared to $480

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Company Response

1/17/2025

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. The call was answered and when our specialist stated greeting the call was disconnected by the customer. Unfortunately, we will not be able to apply any credits the account for the difference in cost of the internet plan. If our customer wishes to apply for our low-cost internet plan, they may apply online at www.cox.com/apply. 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 Region

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