Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

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  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

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:04/29/2024

  Type:Product 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.

  DATE beginning in November, 2023. Cancelled service in November 2023, which they did not put the cancellation through so service was terminated on November 14, 2023 and they are stating that the service was not terminated until December, 2023. Received another bill in January stating that I still have service which is untrue. I have spoke with multiple customer service reps and surpervisors and get conflicting information from each person. I have asked for itemized bills and copy of contract that they state I was under which when I signed up for internet it was supposed to be unlimited and no contract. The last billing rep I spoke with stated that there is an outstanding bill for $411.23 and while I am in the process of disputing this bill as long as I make a payment on the bill it will not be turned over to collections. I contacted corporate today due to a message I received stating that it was turned over to collections after I made a payment in April like the women in billing told me to do and was them told that the bill was $631. I stated to the gentleman I spoke with at corporate that the women in billing stated that the bill was only $411 he said I do not know where that came from I am telling what I see in my system. He then stated that he went over everything in there system that the bill is $631. I then stated that all your calls are recorded correct and he said yes I then said well why can't you review all the calls and you will see that I have been given wrong information every time I contact Comcast he said know i am telling you what i see in my system.

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       ***********************************
              ***************************
              *******,IL 60638
  
                  Case Number:              21639925
                  Date of Notice:             March 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.
  
  On April 20, 2024, I spoke with Ms. *********************************** regarding her disconnection concern. On December 14, 2023, via non-payment service order ********************** account (ending in 4636) was disconnected on January 11, 2024, with a billing stop date of January 11, 2024. On May 9, 2024, a billing adjustment credit was applied towards the account to cover services charged from December 14, 2023 through January 11, 2024. The credit will reflect on the May 10, 2024, billing statement. Our records confirm, ********************** services were not utilized after May 14, 2024.  On April 30, 2024, as a courtesy an additional credit was applied towards the account to cover the Early Termination Fees applied to the account on January 12, 2024. ********************** services were interrupted on December 14, 2023 due to the non-payment for services charged October 22, 2023 until December 14, 2023. The last payment made towards the account for services satisfied the charges from September 22, 2023 through October 21, 2023. On March 12, 2024, ********************** account was charged off and for the Early Termination Fee and for services charged from October 22, 2023 through January 11, 2024.
  
  Additionally, on May 9, 2024, ******************** was emailed the last six months of billing statement for her records. In addition, a copy of ********************** 24-month agreement was emailed for her package. Please be advised billing on this account is accurate. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:04/29/2024

  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.

  The internet service is constantly interrupted. I work form home and this is causing me to lose money and time from my duties. Comcast knows about the constant outages, and does nothing to compensate you, the customer. I lost 2.5 hours of work today! I want to be compensated in reducing my bill.

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:************************;
  *******************************************************************************************
  
  Case Number:21639906
  Date of Notice:April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On April 26, 2024, ******************** service was affected by an outage in her area, causing the loss of service for multiple customers. On April 26, 2024, Comcast's maintenance team identified and corrected the issue causing the outage by resolving a short at the headend.
  
  On April 30, 2024, I spoke with **************** and confirmed services are working normally. On April 30, 2024, I applied a credit for the loss of service. This credit will reflect on the May 6, 2024 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations

• Initial Complaint

  Date:04/29/2024

  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.

  This company charged me ****** for a phone I dont have after speaking with customer service I was told my money would be refunded within 24 hours.. the money never appeared and when I called back again I was then told theyll give me credit, my phone bill is 0 and I told them I didnt want a credit id like my money returned

  Business Response

  Date: 05/17/2024

  
  May 17, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *********************************
           ***********************
           Bear, DE 19701
  
           Case Number: 21639328
           Date of Notice: April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by Ms. ********************************************* payments made toward the iPhone 13 purchased on September 25, 2023, have been determined to be valid and ineligible for a refund. This device was active from September 27, 2023, until May 6, 2024. The device shows usage as recently as the billing cycle of April 27, 2024, through May 26, 2024, which includes 2.60GB of mobile data, 46 calls, and 50 text messages. The iPhone 13 still has a remaining balance due on an outstanding device payment plan, so any previous payments toward the device balance, including the most recent payment made on April 18, 2024, are not eligible to be refunded. 
  
  If **************** is no longer in possession of the device, she is advised to contact Xfinity Mobile customer care. 
  
  I made multiple attempts to contact **************** to advise her of the above information but was unable to reach her. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolution

• Initial Complaint

  Date:04/29/2024

  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.

  I received the message below from Xfinity regarding my internet service.I live in rural ******* and require internet to use my phone with no cellular signal in my apartments location. I received ACP subsidy which greatly helped keep internet. With subsidy ending I imagined the internet essentials advertised below was a life line. When I spoke with representative of company was told I would be required to have no service from Xfinity for 3 months to be eligible for plan. Internet is necessity for me not luxury, I could not go without phone or internet for 3 months. This is my complaint to the BBB. Xfinity offers discounts to poor people which are extremely difficult to attain. This is punitive and nothing else, there is no reason to make people wait and go without service for 3 months, it is simply measure to enable fewer people to use this option. As an ACP-eligible customer, you automatically qualify for ********************** with download speeds up to 50 Mbps for $9.95/mo or Internet Essentials Plus with download speeds up to 100 Mbps for $29.95/mo. Its easy to enroll. Additionally, we have special offers on other internet plans with even faster speeds and want to work with you to find the right package at the right price.

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************
              , VT 05650
  
              Case Number:               21639239
              Date of Notice:             April 29, 2024
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ********************* regarding Internet Essentials by Comcast, a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service for $9.95 per month.
  
  To be eligible for Internet Essentials, a program applicant must meet all of the following criteria:
  
  Reside in a Comcast serviceable area;
  Not have had any level of Xfinity Internet service within the last 90 days;
  Not have had an outstanding Comcast balance that is less than 12 months old; and
  Eligible for or receiving public assistance (e.g., ********* Federal Healthcare ******** *************** Lunch Program (NSLP); Supplemental Nutrition Assistance Program (SNAP); public housing assistance including HUD, Section 8, Housing Choice Vouchers, etc.; Temporary Assistance for Needy Families (TANF); Supplemental Security Income (SSI); Low ****************** Assistance Program (LIHEAP); Women, Infants, and Children (WIC); Veterans Pension from the *********************** (VA); or Tribal Assistance program (including TTANF and FDPIR)).
  
  On May 1, 2024, our Internet Essentials representative attempted to speak to ********************* to provide the aforementioned. Unfortunately, the attempts have been nonresponsive.
  
  ***********  accepted a 12 month promotion for the Superfast internet on April 29, 2024. The agreement is effective April 29, 2024,through April 29, 2025. The promotion is effective from April 29, 2024, until May 19, 2026. The promotion goes into a third-year promotional rate from May 20, 2026, through May 19, 2027. Afterwards retail rates will apply. Xfi complete is included at a promotional rate from October 11, 2023, through October 19, 2024. Afterwards retail rates will apply.
  
  In order to complete the process the Internet Essential application, contact with ************ must be made.
  
  
  We trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact us at **************.
  
  Sincerely,
  
  
  Comcast Regulatory Team -Internet Essentials
  **************
  

• Initial Complaint

  Date:04/29/2024

  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 November 2023, Xfinity started expanding their services to our rural area. In order to provide this service they had to dig trenches along people's properties to run their cable wires. After they ran the wires they placed these hideous 2 foot lime green access towers on people's properties. For about 95% of the people who were lucky enough to get one of these towers on their property, they were placed by the other utilities (which is where they should) near the other provider's boxes (Highline who have the common sense and respect to have an inground box with a lid) and the utilities. The other 5% were placed wherever they felt was convenient with no thought at all to how it may obstruct the view from the home, access to the property or any future plans the property owner may have for their land. I understand that there is an easement which is controlled by the city but the placement impacts my ability at the very least to access my property because it is right smack in the middle of my front lawn where I can see it every time I look out my window. I have called 8 times since November and been told they would move the tower near the utilities to no avail. I was promised it would be taken care of every time I called. Well it is now almost May and that box is still there. The crews will be leaving soon and at that point I know there is no way they will come to move it. While the placement may have been random, I believe the reason they have not moved the box is because my family is Hispanic. This is the first time we have ever experienced an issue like this or been the victims of systematic racism. The box is ugly, in the way, an inconvenience and could impact my ability to sell my house (which happens pretty frequently for military families). While the ******* has come out on several occasions (as have the city) to take a look, nothing is being done to fix the problem. I would like this moved as soon as possible or I will have to escalate this beyond BBB.

  Business Response

  Date: 05/17/2024

  
  May 17, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*****************************
  *********************************************************************************************************
  
  Case Number:21639034
  Date of Notice:April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On May 7, 2024, I spoke to *****************************, she states that she is requesting for the pedestal to be moved to closer to where the other utilities are. She confirmed her address ************************************************. I informed her that I will contact our technical operations team to investigate to see if the pedestal can be moved, but no promised or guarantees were made. 
  
  May 17, 2024, I spoke to ***************** informed ************** that on May 16, 2024, our technical operations team provided their findings.  It was found that the pedestal is within easement and that it will not be moved and specially since it's not blocking a driveway or entrance. I apologized for this inconvenience. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

  Customer Answer

  Date: 05/25/2024

  I did not receive any information which would merit a response from me. My understanding is that because the tower is in the easement they dont have to move it. I recognize it is in the easement but it is also square in the middle of my house frontage and can be seen when I look out the window. My house is the ONLY one that has this placement. It is not fair that they stuck it there in the first place and it will affect my property value. All I was asking was that they accommodate and show they are a business that actually care about the people living in the communities they are trying to expand too. Obviously this is not the case. They should not have placed it there when they did the planning. Everyone else has their ugly plastic cheap towers tucked to the side with their other utilities. Highline came before Xfinity and guess what? They had enough respect (and thought enough of a potential client in a new market) to place their box by the utilities and in the ground. They have respect for the community they are trying to get business from. Xfinity promised me over and over again from November 2023 they would accommodate me and move it either to the property line 20 feet to the left or to the utilities area on the other side of the driveway that my house isnt facing. I had to wait until *** before someone actually made the decision to ignore my request and not move it. Know what is crazy? It isnt even a matter of distance between towers because the tower to the left of me is much closer than the one at the end of the street. I still think that iit is suspicious that I got denied a request that would be easy for them to do but is so life changing for me (and the value of my property). Anyways, I am in no way satisfied with the response from Xfinity and will looking into alternative ways to legally have this tower moved. I honestly wish the city had never given Xfinity the contact out here. 

  Customer Answer

  Date: 09/12/2024

  What is the point of the BBB if a person reaches out to share their dissatisfaction with a businesses' practices and you just close it out because the company basically tell said person "too bad so sad for you" after they had spent months saying they were going to do something. BBB is a joke, at the very least there should be some type of warning about this company. I am sure I am not the only one that has made a complaint about them. 

  Thanks for nothing, I know better than to trust the BBB to actually be there to help resolve issues that matter. 

   

• Initial Complaint

  Date:04/29/2024

  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.

  My problem is Xfinity or Comcast, will not unlocked a phone that I have paid for. I was told 24 hours and it has been 3 days. For 2 of those days I had no service. I'm 71 and live alone. My son brought over an old unlocked phone and I was able to put in the Consumer Cellular sim so I could have phone service. I would like to have the phone I paid for. I feel like I'm being punished for wanting cheaper service.

  Business Response

  Date: 05/06/2024

  May 6, 2024
  
  
  BBB of ******************* & ********************
  1880 ********************************************************************************************************************************
  
  Re:       *********************************
              ***************
              ********, ** 23223
  
              Case Number:                      21639024
              Date of Notice:                      April 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On April 30, 2024, I spoke with ******************** regarding her complaint. Our records indicate that on April 26, 2024, ******************** contacted Xfinity to advise she would like to have her paid off ******* Galaxy A53 unlocked. A ticket was created to process the unlock,as ******************** had met the unlock requirements. On April 27, 2024, the device was unlocked, and an email was sent to ********************. The unlock instructions were not correctly completed by ********************.
  
  On April 30, 2024, I spoke with ******************** who educated me that she is not very good with technology therefore she would be taking the device to her local store to assist her. On April 30, 2024, I reprocessed the unlock and confirmed the device is unlocked.On May 6, 2024, ******************** advised that the necessary steps have been completed, the device is unlocked, and she is successfully using it on her new service providers network. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 05/12/2024

  Thank you for your help. It was resolved. 

• Initial Complaint

  Date:04/29/2024

  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 canceled my familys cell phones and home internet services with Xfinity about 3 months ago. I now use T-mobile. I noticed a debit from my Chase checking account for $ ***** from Xfinity. I called Xfinity and they explained that the charge was for a cable box. I have never used a cable box at my current home. Ive always had a smart TV and just watched TV via streaming services with the internet. A few years ago, I had actually noticed that Xfinity was charging me for cable and called Xfinity and cancelled my cable, the customer service representative I talked too2 months ago confirmed this.During my call with Xfinity 2 months ago the representative told me I would be getting a credit and no longer be billed for a cable box I never used or owned (rented from them). I was just billed again today. I would like the fraudulent billing to stop and want to be refunded the thousands I have paid over the years.

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  ************************************************************************
  
  Case Number:21638903
  Date of Notice:April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Upon receipt of this complaint, an investigation was performed. On April 11, 2020, ************** accepted a 24-month contractual agreement for the Super Triple Play, which includes Limited Basic, Expanded Basic, Digital Premier Tier, More Sports & Entertainment Package, Streampiz, HD, DVR Service, Gigabit Plus Internet, **************** (HD) Plan and Voice Unlimited. ************** was notified of the contents of his package on his monthly billing statement under Your Xfinity Package.
  
  The duration and pricing are as follows: The contract is effective April 22, 2020 to April 22, 2022. The price is $149.99 effective April 11, 2020, through April 21, 2023. Effective April 22, 2023, retail rates apply. Ancillary services, equipment, taxes, and fees are not included and are subject to change. 
  
  On January 26, 2024, the services were disconnected with an effective stop date of January 15, 2024. On February 26, 2024, a billing statement generated in the amount of 
  $189.92. This included prorated credits for services removed and unreturned equipment charges totaling $240.00 for two unreturned cable boxes.
  
  On March 8, 2024, the cable boxes were removed from the account and the associated unreturned equipment charges were credited, resulting in a credit balance of $241.09. On March 29, 2024, a credit balance refund of $241.09 generated.
  
  On May 2, 2024, I spoke with ************** to review the above and to discuss his concerns with him. He stated he previously downgraded to Internet only and I advised that there is no record of this. On May 2, 2024, in accordance with Comcasts 120-day billing dispute policy, a credit of $80.00 was applied to the account, equivalent to 120 days of the cable box rental charges. He is aware that he is to check his email for refund redemption information, as this will generate a refund.
  
  I apologize for any inconvenience she may have experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  

• Initial Complaint

  Date:04/29/2024

  Type:Product 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.

  Several months ago I canceled our Comcast Business Account (Account Number ***************** Under Columbus Pediatrics. I was asked to return their equipment and Comcast Provided return labels with tracking number (1ZY6492E9040508019) this clearly indicates that Comcast received all of our equipment on 4/19/2024. I have even emailed them back, on several occasions and called to show them that they have received all of our equipment, but they keep on harassing me with texts and emails. This is very frustrating as they provided the return label and I have proof that all of the equipment was received via USP.

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ******, ******
              ********************
              ********, IN 47201
  
              Case Number:                      21638888
              Date of Notice:                     April 29, 20224
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******, ****** regarding Comcast Business service.
  
  On April 30, 2024, I spoke with **************** and our record indicates the battery pack was still listed on the account. As a courtesy, the equipment was removed from the account on May 8, 2024. The account had a credit balance, effective May 09, 2024, the credit was refunded to the customers' card.  It *** take 3-5 business days for the funds to appear back in the bank account/credit card statement.  On May 13, 2024,  attempt to contact **************** to confirm the refund was received, but unfortunately, my attempt was unsuccessful.  I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations

• Initial Complaint

  Date:04/29/2024

  Type:Product 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.

  4/17/24 cancelled Xfinity service 4/18/24 last day of service Billed ****** 4/27/24 received bill for ****** Spent 30 minutes trying to speak to a live representative Had to get help from my daughter They are trying to charge me an extra month for no reason I should be able to request to speak with a live representative within three menu options They required me to text repeatedly to even schedule a call back I am 82 and cannot do this because of vision, dexterity and just general confusion with this process I should be able to verbally ask to speak to a representative and then be able to do so

  Business Response

  Date: 05/07/2024

  
  May 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
   
  Re: *************************
  *******************
  **********************
  
  Case Number:21637304
  Date of Notice:April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding her XFINITY service.
  
  I made several attempts to contact ****************** via telephone and email. Although I was unable to reach ******************, a review was completed on the account. Our records indicate ****************** contacted ************* on April 17, 2024, to request a voluntary disconnection of her service. The call between ****************** and the ************* agent was available and confirms ****************** inquired when the last day of the billing cycle would occur, and she was advised the billing cycle ended on the 30th (the billing cycle was the 31st of the current month through the 30th of the following month.) ****************** requested the disconnection of service be completed on April 30, 2024. ****************** was advised to return the equipment upon the return to her home in June 2024. 
  
  On April 28, 2024, ****************** contacted ************* to make a final payment and reported she had received a billing statement indicating a large balance owed. The statement was prepared on April 26, 2024, and due to the requested disconnection date of April 30, 2024, it depicted advanced billing for the billing period of May 1, 2024, through May 30, 2024. On May 1, 2024, the account was reconciled and as indicated, ****************** is owed a small refund. ****************** will be able to request the refund once the equipment has been returned. The May 1, 2024, billing statement confirms the April 30, 2024, disconnection date and credit balance. 
  
  On May 3, 2024, I added a note to the account confirming ****************** will return the equipment upon her return in June 2024. Once the equipment is returned, ****************** will receive an email requesting, ****************** elects a refund payment method; credit back to last payment method on-file, paper check, or Prepaid MasterCard. If ****************** does not respond to the email, the refund will default to the Prepaid  MasterCard, which will be mailed to the bill to address. It is recommended that ****************** provide a  forwarding address to avoid the refund being mailed to the service location. I apologized for any inconvenience experienced while attempting to resolve this matter. 
  
  I trust that this ****** provides your office with the information required for resolution of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Response Team 
  
  

• Initial Complaint

  Date:04/29/2024

  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.

  I was a loyal Xfinity Comcast customer for about 22 years. My family and I are really enjoyed their services and want to stay on board with them. I was on a promotion that was set to expire in early May. Since February I mustve called about a dozen times trying to get on new promotion which, they always told me to call the next month. When I called every month a couple of times they always told me the same thing and at the end they just didnt want to put me in any promotion. They couldve cared less about my time with them. I ended up terminating my service and going with another cable and Internet provider. I returned their equipment and canceled their services on Saturday, April 13th. But I always had a habit of pre-pain a month in advance. Thats how good of a customer I was. So they owe me about $420 for the pre-payment and whatever was not used when I terminated services early. When I called them, its hard to get a hold of somebody first of all and when I do, they give me the runaround like they dont want to pay me. All they have to do is direct deposit the money back into my debit card, but its obvious they have no intention of doing so but they sure want you to return their equipment as soon as possible. All I want is my money returned back to me thats owed the same way I returned their equipments, and I did it in a quick and timely manner. I expect the same in return but again its obvious I have no intention of doing so.

  Business Response

  Date: 05/03/2024

  
  May 3, 2024
  
  
  Better Business Bureau
  ***************************************************************************************************************************************************
  
  Re:       *************************
              , IL 60629
  
              Case Number:                     21638662
              Date of Notice:             April 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Our records indicate ****************** account was disconnected effective April 13, 2024,leaving a credit balance owed.
  
  On May 3, 2024, I communicated with **************** by email regarding his concern. I explained refunds can take up to 30 days to be processed. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** (************
  Executive Customer Relations