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 Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

• 

  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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:04/25/2024

  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.

  We had a 24 hour internet outage. I attempted to contact the business and they have no way to talk to a human during an outage and automatically cancelled all calls and chats. Today they offered me a $5 credit from their automated system because again it is impossible to connect to a human. Their lack of responsiveness during an outage is absurd and should be illegal. The $5 credit via automated system is insulting. I wasted at least 5 hours trying to resolve this problem. I was told it was my equipment when I finally got a hold of someone (it was not). This experience happened to my entire neighborhood and no one was given a credit proactively. I am going to ensure every credit requests a credit that is meaningful via this website.

  Business Response

  Date: 04/29/2024

  
  April 29, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       ***********************
              ***************
              **********,CO 80027-8500
  
                Case Number:                    21627553
              Date of Notice:             April 26, 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 24, 2024, **************** service was affected by a succession of outages in his area, causing the loss of service for multiple customers. Per our review, the initial outage, which was noted as a residential power outage, occurred from 9:36 AM 2:07 PM, lasting 4 hours and 31 minutes. However, a secondary outage was triggered, and noted from 2:51 PM 8:565 PM, lasting for 6 hours and 4 minutes.  The outage ticket indicated that there was a power outage onsite, providing no power to the node. The third outage, then occurred from 2:58 PM 8:45 PM for 5 hours and 47 minutes, which was indicated as a further residential power outage. 
  
  On April 26, 2024, I explained these outages to ****************.  All services are working as intended at this time. Although **************** requested that a courtesy credit for service outages should be provided automatically to every resident experiencing a service outage, I advised that this is not within company policy. Customers are directed to the outage status center to review if they are eligible for an outage credit. However, I did provide **************** a courtesy credit to the account which will reflect on the May 23, 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:04/25/2024

  Type:Sales and Advertising 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 sent a newer 5GB modem by ******** One of their brand modems. This was within the past month or so. Connected modem, and set it up properly. I was able to then get a consistent internet connection until the past 3 days. I now get knocked off line for no reason. The modem is connected correctly. I have tried restarting the modem. Not helping. I have tried using a newer iPad (OSX 17.1). An older iPad. Even my iPhone. Same issue. What exactly am I paying for? I have no other internet options where I live. I want this issue to be resolved. I have had nothing but continual issues with xfinity the past few months. I also want a months credit for service. I currently have a $16 credit. I should not have a a payment due until August, and then should be for $13 and some chance. I am tied if this. Very unreliable service. Not meeting my expectations. Never had this issue before when I lived in **.

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *******************
              ***************
              ******,** 15027
  
              Case Number:                      21627471
              Date of Notice:             April 26, 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 3, 2024, a Technical Operations Supervisor confirmed a service-visit is needed to address and resolve the service-related concern **************** is experiencing with his Internet service.
  
  On May 10, 2024, I spoke with **************** wherein a service-visit to address the service concern was unable to be completed due to Mr.Moletzs availability.Therefore, we are unable to provide a resolution at this time. **************** confirmed he will contact me to reschedule the service visit at a date and time he will be available. 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:04/25/2024

  Type:Billing 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.

  I used the Xfinity website to get in touch with a representative about lowering my Xfinity bill. They said if I signed up for Xfinity Mobile, my Xfinity bill would be lower. It did not lower, it increased. When I tried to cancel the Xfinity mobile, I was charged a cancellation fee and am still being charged for the phone. I feel this was a deceitful tactic.

  Business Response

  Date: 05/06/2024

  
  May 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************
              *************************, Apartment 505
              ********************
  
              Case Number:                         21627116
                  Date of Notice:               April 25, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On April 29, 2024,I spoke with **************** regarding her Xfinity Mobile concerns. On December 8, 2023, **************** initiated Xfinity Mobile service when she purchased a ************ At that time, Xfinity Mobile did not have a promotion offering monthly credits equal to the device monthly payments.However, the device was on sale with monthly payments. **************** decided to not continue service with Xfinity Mobile and did not activate the service. The semi-activated Xfinity Mobile line was canceled on February 22, 2024, per Ms.******* request and at that time it was explained that the billing for mobile services starts from the date of activation or seven days after the delivery of the *** card or new device. **************** was advised that the device cannot be accepted as a return as the 14-day return period has passed, and the monthly payments will remain until the device is paid in full.
  
  **************** requested a refund as Xfinity Mobile service was not activated and no data was used. On April 29,2024, a refund was processed for the invalid data charges for the January 15,2024, February 15, 2024, and March 15, 2024 billing statements. On, May 2,2024, the refund was confirmed as received.
  
  On April 26, 2024, a Comcast specialist spoke to **************** where she stated her concerns were not related to the Xfinity Internet service or billing. Regarding Ms. ******* residential internet billing: **************** accepted a 12 month promotion for Connect Internet on March 13, 2024, via the web portal, effective from March 16,2024 through March 15, 2025. At the conclusion of the promotion, standard retail rates will apply. **************** also receives a discount with enrollment in automatic payments using a credit/debit card and paperless billing. If *************** cancels paperless billing or automatic payments, the discount will cease. If **************** changes her payment method to her bank account, the discount will increase. Equipment, taxes, government, and other fees are not included in the package price, and are subject to change, with or without notice, to the extent permitted by applicable law. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter 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: 05/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  I called xfinity today, 04/25/2024, with the intention to purchase home internet. I was connected with a representative whose name I don't remember. I had already decided that I was going to purchase 1 Gigabit Internet through xfinity. During the phone call, the representative blatantly lied to me and stated that if i purchased an iPad that I would receive a discount in the amount of $40 from my monthly bill for my internet, and convinced me that it was a great deal. I explicitly asked her several times what the combined total amount I would pay monthly for the iPad, and my internet, to which she responded "Right around 80 dollars". After going to pick up my self-install kit from my local xfinity store, I started to doubt what she told me, as I had been charged for the taxes on the iPad, as well as a payment of $50 for the internet service towards my first months bill. She stated that because the price for my internet was reduced, I wouldn't have a bill for the first month, which was also a lie. Upon speaking to a store representative, she told me my total bill monthly for both would be around $71 for my internet, and an additional approximately 40 dollars for the iPad, a mobile data plan, plus a protection plan. I had no intention of making a big deal of it, but when I called customer service back, they explained that they couldn't cancel the shipment as it had been outside of 20 minutes, and the window to cancel the order was now over and I would have to wait for the package, and refuse it. I asked to speak to a supervisor, as this answer was not satisfactory, and I was put on hold for over 40 minutes and then hung up on. This is complete nonsense and I am not willing to miss a day, hour, or even a minute of work to wait for a package that is being sent to me as a result of a blatant lie on the part of the representative who sold me the product. I want a refund, and I DO NOT want the iPad that I was lied to in order to get me to purchase it.

  Business Response

  Date: 05/09/2024

  May 9, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *************************
              *****************************************
              ***********************
  
                  Case Number:                      21627096
              Date of Notice:             April 26, 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, I spoke with **************** and confirmed he is currently subscribed to Gigabit Internet at a contractual monthly rate from April 25, 2024, through April 24, 2025. The term agreement is effective April 25, 2024, through April 25, 2025. A self-service discount is received for enrollment in both Eco bill and autopay via a credit/debit card to lower the monthly bill.  Additional services consist of an internet/voice modem rental free from April 25, 2024, through April 25, 2025. Further review of the order **************** accepted states "You will receive a monthly multi-product discount for 12 months if you sign up for Xfinity Mobile and activate a new line with ************** within 90 days of this order. The multi-product discount will appear on your bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, you must keep Xfinity Mobile with ************** and Fast Xfinity Internet service or a higher tier of Xfinity Internet for 12 months. If you change all Xfinity Mobile lines to By the Gig, your discount will decrease per month for the remainder of the discount term. If you cancel Xfinity Mobile or cancel Xfinity Internet or change Xfinity Internet to a tier below Fast, you will no longer receive a discount." The total balance due on the April 25, 2024, billing statement was at the original discounted rate as no Xfinity Mobile discount was added to the account yet. **************** paid a lower amount on April 25, 2024, leaving a balance due. **************** understood and is satisfied.
  
  Xfinity Mobile representative spoke with **************** on April 26, 2024, and advised that we cannot cancel a Xfinity Mobile order after it has been processed. It was explained that ***** will attempt delivery that requires a signature three times and then will return to sender if unsuccessful, so he does not need to be home if he is refusing the package. Xfinity Mobile agreed to provide the refund as a courtesy today for the initial payment and explained that once the iPad is received back, the balance will be cleared, and the ** account will be closed with no monies due. On April 26, 2024, a refund for the initial purchase payment was processed. On May 3, 2024, the iPad was confirmed received by the Xfinity Mobile warehouse and the device was removed from the account. An email was sent to **************** advising that the mobile account is closed with no monies owed and no future billing. 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: 05/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:04/25/2024

  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.

  On April 14, 2024, at 12:23 PM PST, I contacted Xfinity to terminate services, spending 22 minutes on the call. The representative informed me that cancelling on that day would incur an extra charge of approximately $60. After consulting their manager, they assured me the cancellation was processed and suggested calling in 10 days to confirm, promising that there would be no charges if I called back later including the $60.On April 25, 2024, at 1:40 PM PST, I called to confirm the cancellation and inquire about returning equipment. To my dismay, none of the actions promised on the 14th were executed. The representative admitted to the misinformation provided earlier, necessitating further charges for cancellation. Despite my objections, it took over an hour and seven minutes for them to retroactively cancel the services to April 14th. Attempts to escalate the issue to a manager were futile, ending with redirection to an automated service.Resolution Request:An apology for misleading practices and assurance of improvement in customer service standards.Waiving the $60 prorated cancellation cost.Refunding at least one month's subscription for the 1.5 hours of distress caused by the incident which would be $208.

  Business Response

  Date: 05/13/2024

  May 13, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*************************
  **********************************************************************************
  
  Case Number:21627088
  Date of Notice:April 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On May 1, 2024, I spoke with **************** regarding a billing concern. The account previously reflected the X1 Saver Pro+ Double Play at the standard retail rate. The service rate did not include additional services, equipment, taxes, or fees which were subject to change. The account received a self-service discount with enrollment in both automatic payments and paperless billing. The account was not under a contractual agreement and theres no record of an early termination fee being charged to the account. 
  
  On April 25, 2024, the account was disconnected and backdated with an effective stop billing date of April 14, 2024. The account reflected a final balance owed for services rendered through April 13, 2024 that reflected on the April 25, 2024 billing statement. On April 27, 2024, **************** processed a payment for the final balance owed. This will reflect on the May 25, 2024 billing statement. 
  
  Please be advised the billing on this account is accurate. The final balance owed did not include an early termination fee and was valid for services rendered. Accordingly, the request for compensation is unjustified and has been respectfully denied. The account is disconnected with a zero balance. 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,
  
  
  ********************
  Customer Executive Relations
  

• Initial Complaint

  Date:04/25/2024

  Type:Order 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.

  Problems EVERY OTHER MONTH ... i set up to send them money thru my BillPayer and they have a connection with my bank , **** in my account number and take money WHENEVER THEY WANT. Now I am sending them actual paper checks and they claim they did not receive them. I talked to them on the phone and the indian rep just blew me off saying i need to send another check

  Business Response

  Date: 05/15/2024

  
  May 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *******************************
  
              CO 80301
  
                  Case Number:                         ********
              Date of Notice:               April 26, 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 27, 2024, I spoke with ************************ to address his autopay concerns. Our records indicate *********************** is subscribed to Connect More Internet 24-month promotion effective April 2, 2023 through April 10, 2025. Also, he is receiving lease modem at no cost from April 2, 2023 through April 10, 2025, autopay and paperless billing discount. Additional services equipment, taxes and fees are not included.
  
  Regarding autopay, Comcast automatically deducts the balance owed from Mr. *********** financial institute on due date each month. The last autopay withdrawal was on March 23,2024, that reflected on March 27, 2024 billing statement.
  
  On April 16, 2024, *********************** removed autopay, removing the autopay and paperless billing discount. A payment was not received to clear the March 27, 2024 bill balance.A partial payment was received on May 1, 2024.
  
  As a courtesy, a credit was applied to the account for the autopay discount removal on May 14, 2024. The credit and payment will reflect on May 27, 2024 billing statement.
  
  In addition, there is no missing payments from ************************ financial institute. Upon further review all payments made via autopay and manual payment were applied to the account.************************ confirmed there are no missing payment.
  
  Please be advised the billing on this account was accurate at that time. 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:04/25/2024

  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.

  On or about March 25/27 2024, our family switched from ******* to Xfinity mobile services (cell phone service). After much research and reading, I was assured that the change over would include free phones as our existing phones were "not compatible" despite ******* and Xfinity sharing the same exact network. They said "normally we can only do 2 but we can do 4 with special permission" (paraphrase) he said, "we can go ahead and do the two other lines for your parents, but they will have to keep their numbers (the same)" Which led me to understand that the other two lines could receive new numbers. When I went to activate the phones, when prompted "would you like your number to stay the same, or a new number?" I went ahead and requested a new number. Nowhere did I read in the contract or see anywhere on the website that this would negate the "free" phone. Only now on April 25 did I see the bill, where everyone's "device fee" was waived except for mine. I asked why mine was not waived and Xfinity said, "because you got a new number. The promotion is only for old numbers only." Which I was NEVER made aware of or saw, even after looking at the contract. I asked if it was too late to return the phone, and of course we were indeed outside of the two week window. I did ask them if going back to the old number was possible (in order to undo the fee), but they said they could only request yet another new number. So I have zero recourse with Xfinity. I have to pay nearly $200 phone that was promised as FREE, despite my many "what ifs", despite being continuously reassured there would only be payment required if I left xfinity before the device was paid for (by them). I would like this to be resolved by either 1. waiving the fee as promised or 2. allowing me to return the phone and relieving me of this payment burden. Thank you.

  Business Response

  Date: 05/14/2024

  
  May 14, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:                       Case Number:                      21626936
              Date of Notice:             April 25, 2024
  
  
              *********************
              4245 East 200 North
              *********, IN 47905
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************. On April 30, 2024, I spoke with ********* (account holder) who provided authorization for me to speak with his wife,************************* (non-authorized user), regarding the complaint.
  
  On March 25, 2024, ********** purchased four ******* Galaxy A15 devices. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ********** satisfied the promotional requirements for three of the devices. The fourth device, however,was activated with an Xfinity-provided (i.e., not ported) number, which rendered the device ineligible for the promotion.
  
  On May 6, 2024, I processed an exchange order for the fourth Galaxy A15 device. In exchange for the device,********** opted to use a customer-owned iPhone SE. On May 6, 2024, ********** successfully activated the iPhone and confirmed receipt of her return shipping label for the Galaxy A15. ********** is aware that she has 14 days to return the device and that she will be responsible for the device charge in the event the device is deemed damaged.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  **************
  XM Executive Resolutions 

  Customer Answer

  Date: 05/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I have not yet seen ongoing bills removing the original device charge, but I trust at this time it will resolve. Thank you for your assistance in this matter.
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:04/25/2024

  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 February 2024, a xfinity tech came to my house.He left cables hanging outside including the wires hanging everywhere.A few days later there was a winter storm and wires that were hanging hit and shattered our basement window. A damage claim was opened #ECM0006233923. An xfinity manager named ************************* came to our house Monday March 4, 2024 at 10:30 am. He agreed with our assessment that it was the wires that caused the damage. He took pictures and moved the wires around. He also said that we could have someone fix the window and be rein versus or Comcast would have someone come fix it. Later that day I received an email saying the claim was resolved. It did not say the claim was unfounded. We called ******************** several times over the next few weeks and never got a call back. Finally he answered my call on April 9, 2024, and said he would get back to me and never did. I called xfinity on April 22, 2024 to inquire about the claim and was told ******************** said it wasnt Comcasts fault- it was another. Which is a bold face lie of what he told us. xfinity opened another claim ECM0007144524 and tried to get a hold of ********************. Today I received a call saying it was not Comcasts responsibility.We were told in February that our window would be taken care of and now they do not want to do what they were supposed to do.

  Business Response

  Date: 05/02/2024

  
  May 2,2024
  
  
  Better Business Bureau
  ***************************************************************************************************************************************************
  
  Re:       *********************************
              *******************************
              **********, ** 15220
  
              Case Number:               21626819
              Date of Notice:             April 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  We initiated an investigation into Ms. ********* claim. Subsequent to our investigation, it was determined that no damages were caused by Comcast. The results of the investigation determined the loose wire broken due to the windstorm was not a wire belonging to Comcast.
  
  On April 30, 2024, I spoke with ******************** regarding her concern and explained the above aforementioned information. As a courtesy, I applied a one-time credit to the account.The credit will reflect on the May 1, 2024 billing statement. I apologize 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 

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising 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.

  Acct: ending in 5505 In February 2024, my monthly payment increased from $222.14 to $235.58 without any notification. On April 6th, 2024, I called customer service to determine why my 5Ghz wifi was no longer available to any device in my home. This had been an issue for about 6 weeks at this point. The representative told me that Comcast changed something on their end and my router was not able to handle the "upgrade". Again, no contact from Comcast regarding this change to my service. As the conversation continued the gentleman seemed to resolve the wifi connection issue and offered a $30 monthly discount for 12 months. (*****************************; ************; ********************** He requested that I make a payment of $235.58 and the following bills would reflect the discount at $205.58 (conf#***********). Two weeks later, on April 20th, 2024, we received an email stating our new bill was $270.74. I called to question the amount and spoke with a new representative, ********************* (ext: XR1763; 916-659-8033) who claimed he was from the 'discount hub' of Comcast. **** seemed helpful and assured me that if I paid $205 at that time, he could void the $270.74 bill for *** and my next payment would be on June 12th in the amount of $205. He also said it would be that amount for 24 months. On Monday 4/22/24 we realized that we no longer had access to the same channels and our second cable box was not connected. On Tuesday, April 23rd, I called customer support to figure out the issue and the representative I spoke with informed me that my service plan was changed (with out my consent) and I no longer had access the same channels and that my second box was disconnected. I asked a manager to call me back and no one called. On 4/24/24 I called ********************* to complain and he said he would fix the issues, which has yet to be resolved. We did, however, receive another email stating that our new monthly bill would be $247.65. I DID NOT authorize anyone at Comcast to change my service!

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
   
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:*****************************
  ************************************************************** 20186
  
  Case Number:21626714
  Date of Notice:April 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding 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 on April 24, 2024, ****************** accepted a 12-month term agreement for *********** and Gigabit Extra effective April 22, 2024 through April 22, 2026, at which time retail rates will apply. Customer consent was captured via email. The account is being billed correctly for the two TV Boxes and one wireless gateway on the account.
  
  On both April 24th and April 25, 2024, there were two returned check payments. On April 27, 2024, a credit was applied to the account for service issues which will be reflected on the May 18, 2024 billing statement. On May 5, 2024, there were two chargebacks to the account from the credit card on file. 
  
  A review of the account confirms the signal levels to the modem are within specification and there are no issues in the area affecting services. In order to address any remaining billing concerns or service issues he *** have, contact with ****************** is necessary. I apologize for any inconvenience that *** have been caused 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 **************.
  
  Sincerely,
  
  
  ******************** 
  Executive Customer Relations
  

  Customer Answer

  Date: 05/17/2024

  
  
   Complaint: 21626714
  
  I am rejecting this response because:
  

  My apologies for not responding to the email sent. This has  not been resolved and Comcast (Xfinity) continues to ignore my voicemails. Someone from corporate called me once and left a message. I have called him (***************************) back 6 times and left messages of my availability and requested that he also give me some available times that would be best to call him back. Nowm his voice box is full and I can not leave any further messages. In addition, my bill for the month of *** was not pulled, I did not turn off auto pay, and the bill is higher than it should be. We have been charged with payment return fees that are not our fault. One of the reps I spoke with gave me 4 different card numbers associated with our account and I've only ever given them my direct bank information. Even that acct number was wrong in their system.

  
  

  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/10/2024

  June 10, 2024      
     
  
  Attn: Complaint Department
  Better Business Bureau 
  1880 ***********************************************************;
  **********************
  
  Re:  *****************************
          94 Menlough Drive
          *********, ** 20186
  
          Case Number:    ******** - Rebuttal
          Date of Notice:   May 17, 2024
   
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to your office by *****************************.  
  
  Regarding the alleged call with a Comcast agent, *************************** investigated *********************** concerns and determined that the interactions were part of a scam perpetuated by an unknown third party. The telephone numbers referenced in *********************** original complaint are not used by Comcast. The payments were fraudulent payments submitted by the scammer as part of their scam. Since the payments were not honored by the financial institution, the balance is still owed and can lead to late fees, suspension, and termination of service in accordance with our billing practices.
  
  To reach a legitimate Comcast representative, customers can call **************************. ******************** posts information about potential scams on its security alerts page  and advises customers about common fraud techniques and ways to avoid them. 
  
  In reference to ********************************* concerns regarding fraudulent charges, in the instances when an unauthorized charge is cleared by any financial institution, regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution.
  
  We take our customers' security and privacy seriously and comply with all guidelines mandating the proper maintenance of information.  When Comcast's security teams identify a potential security risk to subscriber information, immediate action is taken to address the risk. Per Comcast's Acceptable Use Policy for Xfinity Internet,  subscribers are responsible for securing and managing their personal devices and home network.
  
  *************************** investigated *********************** complaint and determined that there was unauthorized access or compromise to *********************** account, through no fault of Comcast.
  If a third party did gain such access, they *** have done so by obtaining the account password outside of any system controlled by Comcast. To further investigate this matter, we would need to speak with *****************************, which we have been unable to do.
  
  Regarding the AutoPay concern, our records reflect there was a previous payment on April 6, 2024, made via checking account ending in 6759, that was returned on April 12, 2024. ***************************** was not aware of this payment as it was not *********************** banking information.
  
  Additionally, a payment was made on April 26, 2024, via a **** ending in 8049, which was declined. We show another payment was made on April 26, 2024, which was declined due to error processing the transaction. This was done with a **** ending in 9221. There was another payment attempt made on April 26, 2024, with a **** ending in 3242, which was also declined. Then another payment using a Master Card ending in 2368 was attempted on April 26, 2024, but was declined due to insufficient funds.  On May 5, 2024, there were two payments made via a **** ending in 3332, which were returned. 
  
  ***************************** disputed the payments and any charges assessed due to the returned payments as the cards used for the payments do not belonging to *****************************. We confirmed due to the payment issues, a payment block has been placed on the account. We verified the current automatic payment method, with a **** ending in 3352, is *********************** valid method of payment.
  
  Regarding the package concern, our records reflect ***************************** contacted our offices on April 22, 2024, to repackage the account into ********* and Gigabit Extra. Additionally, the account is billed a modem rental fee, one cable box fee, and the ************ Fee. The package included a contract discount and a two-product discount. ***************************** also received an automatic payment and paperless billing discount. Confirmation for this change was approved via email. 
  
  ********* does not include the requested Golf, Tennis, or Big 10 sports channels. ***************************** confirmed consent for the package change, but was not aware this would downgrade the channels included in the service. 
  
  On May 29, 2024, the account was repackaged into ********** and Superfast Internet. Additionally, the account is billed a modem rental fee and one cable box fee. Additional taxes and applicable fees are not included in the package pricing and are subject to change. The package includes a promotional discount, effective May 29, 2024, through June 22, 2026. On June 23, 2026, the promotional discount will be reduced until June 22, 2027, at which time the standard retail rates will apply. ***************************** also receives an automatic payment and paperless billing discount. Confirmation for this change was approved via text message.
  
  On May 29, 2029, a one-time credit was applied to the account in consideration of the billing concern. This credit will reflect on the June 18, 2024, billing statement.
  
  A Comcast *************************** technician made several attempts to reach ***************************** to discuss the concern. Unfortunately, all attempts were unsuccessful. The Comcast *************************** technician left a message with direct contact information.  
  
  On May 29, 2024, an Executive Customer Relations agent called ***************************** and explained the above information. We apologize for any frustration and inconvenience that *** have been experienced in the matter.
  
  We trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions, please feel free to contact us.
  

  Sincerely,
  

  
  ***************************
  **************
  

  
  

• Initial Complaint

  Date:04/25/2024

  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 have a account that is with ********************** . Paying 9.99 month..This account is getting paid thru a non profit organization.... I tried to open another account with different number and **** address ..and it was approved at another address... Xf after sending conformation to the new email.. The Xfinity customer rep said they changed plan on my additional account and I owe $140

  Business Response

  Date: 05/16/2024

  May 16, 2024
  
  
  Better Business Bureau
  1880 ****************************************************************************************************************************************************
  
  Re:*************************
  ********************************************************************************************
  
  Case Number:21626601
  Date of Notice:April 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *************************. 
  
  Comcasts Internet Essentials Partnership Program (****) provides the opportunity for school districts and other organizations to fund and quickly connect large numbers of students and families to broadband access at home. **** works through an agreement between a sponsoring organization and Comcast to pay for or sponsor Internet Essentials service for eligible low-income families. Partnering organizations may use funding from a variety of sources to cover the cost of the service for families.  In some cases, this might be through nonprofit or school district funds, private or corporate donations, CARES Act stimulus funding, or other funding sources. Once an agreement is in place, promo codes are generated by Comcast, which the sponsor can then distribute to eligible families and individuals at their discretion. Promo codes are used by Comcast to bill the sponsor directly for the customers ********************************************* service.  
  
  Our records indicate on May 22, 2020, ************** has been subscribed to Internet Essentials and received a monthly credit by an ****. However, on December 4, 2023, when the account was upgraded to Internet Essentials Plus, the **** credit no longer applied. On April 12, 2024, Mr. ****** account was downgraded to Internet Essentials, and received the **** credit on April 14, 2024 and May 1, 2024. The credits are reflected on the May1, 2024 billing statement.
  
  On April 30, 2024, an Executive Customer Relation Representative spoke with ************** regarding his billing related concern. ************** was advised the above information. ************** expressed needing Internet Essentials for his daughter at another address, and the request was forwarded to the Internet Essentials department. 
  
  On May 3, 2024, a credit was applied to Mr. ****** account to waive the remaining balance after losing the **** credit in December. The credit will reflect on the June 3, 2024 billing statement. 
  
  Internet Essentials by Comcast is 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)).
  
  An Internet Essentials representative attempted to contact **************. Unfortunately, their attempts were unsuccessful. However, the Internet Essentials program only allows one address per recipient. If Mr. ****** daughter meets the above requirements and would like to apply, she may visit at ***************************************.
  
  We trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact us at **************.
  
  Sincerely,
  
  
  Internet Essentials Regulatory Support