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

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:04/22/2024

  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.

  Contacted Comcast for internet and was told I could not receive service in my home with no explanation. I returned equipment to the Comcast store and am still being charged for service each month and wouldn't give my deposit back. I am being charged for equipment I returned and showed my receipt and was told to complain to my bank. I have been charged over 400 dollars and when going to the Comcast center the employees were very rude and told me they did not know what to to do about the problem while being brushed to the side to help other customers to make a new commission. I am still waiting for my refund after 6 months and the equipment charge is going on my credit report and ruining my credit. I cannot get an actual person on the phone and am stuck with all these charges for which I never received.

  Business Response

  Date: 05/10/2024

  
  May 10, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************************
  **********************************************************************************
  
  Case Number:21609612
  Date of Notice:April 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity services.
  
  On April 25, 2024, I spoke with ********************** regarding a collection notice. Our records indicate that there is an existing balance on her previous account for which proof of payment is required to clear the account. As a result, the collection notice received is valid. I verified payment for this balance was required when ********************** requested new services on December 4, 2023. Ms. ********** unreturned equipment fees are related to her previous account and not the newly requested account on December 4, 2023. I also confirmed Comcast has no record of a deposit being paid to Comcast to have services started on December 4, 2023. I advised ********************** to contact her banking institution to dispute any unauthorized charges.  ********************** was informed her December 4, 2024, account was disconnected on December 11, 2023, and was not sent to collections. 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 *************.
  
  Regards,
  
  
  ********************
  Customer Executive Relations
  
  

  Customer Answer

  Date: 05/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21609612
  
  I am rejecting this response because:
  I did put a deposit and was not reimbursed after returning equipment. I was told my old account was closed 
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  We began with Xfinity on July 7th 2023. We opened the account at the ********* store. The account is under *****************************. Account number *******************. We were quoted a price of ****** per month (this included all taxes and fees). Service included internet service and 1 tv box and remote. We ordered 2 more boxes at 9.00 per box and were quoted a new monthly price of ******. Every month, we received an inflated bill. At one point, the monthly bill was ******. We called numerous times to discuss the bill and they could never explain the reasons for the increased charges. Our account was set up to be automatically billed to my wife's **************** credit card. In February, we received a past due bill. We called Xfinity. They stated that they had submitted the bill and it was declined. We called **************** and they stated that the bill wasn't submitted so there was nothing to decline. We called Xfinity and they insisted that they had submitted the bill. We offered to give them a different credit card and they refused it. Said it wasn't possible in their system and we would need to go back to the store and reapply for a new account. After many attempts to resolve these issues with Xfinity, we cannot find any resolutions on getting our bills corrected or on how we can pay them. We canceled service on April 5, 2024. At this point, we owed them for two months of service at ****** for a total of ******. Our service is cancelled and yet they continue to bill us for future services. We would like to pay Xfinity the contracted amount we owe them for the two months (******), if they can figure out how to take a payment from us. We will not pay them for all of the other charges they can't explain to us or for future services that we aren't receiving. We would like to return all of their equipment to them as soon as possible. We will need full receipts showing that our bill is paid in full and that all returned equipment is fully credited.

  Business Response

  Date: 05/06/2024

  May 6, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***************************
  *************************************************************************************
  
  Case Number:21609533
  Date of Notice:April 22, 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 23, 2024, I spoke with ********************** regarding a billing concern. The account was enrolled in a 24-month promotional rate for the ********** and Gigabit Internet services. The promotional rate was effective July 8, 2023 through July 7, 2025. The promotional rate included a two-product discount with enrollment in two services. The account also reflected a 24-month promotional rate for the xFi ***************** which includes unlimited data and the modem rental, valid through July 7, 2025. At the conclusion of the promotions standard retail rates would have applied. The promotional rate did not include additional services, equipment, taxes, or fees which were subject to change. The promotional rate was further reduced by a monthly self-service discount with enrollment in automatic payments via a credit card and paperless billing. 
  
  The February 3, 2024 billing statement reflected a balance owed for service charges from February 8, 2024 through March 7, 2024. An automatic payment was scheduled to process on February 28, 2024 via the credit card on file. Our records indicate the automatic payment failed on February 29, ******************************************* 3000 was expired. 
  
  The March 3, 2024 billing statement reflected the unpaid past due balance from the February 3, 2024 billing statement and new service charges. An automatic payment was scheduled to process on March 28, 2024 via the credit card on file. Our records indicate the automatic payment failed on March 29, ******************************************* 3000 was expired. 
  
  The April 3, 2024 billing statement reflected a past due balance owed from the February 3, 2024 and March 3, 2024 billing statements and new service charges for services billed from April 8, 2024 through May 7, 2024. On April 9, 2024, Mr. ********** services were suspended for non-payment. 
  
  During our conversation, ********************** requested to disconnect the account. The account was disconnected that same day and backdated with an effective stop billing date of April 9, 2024. The account was not charged beyond April 9, 2024. On April 23, 2024, a courtesy credit was applied to the account and reflected on the April 23, 2024 billing statement. 
  
  In addition, on April 23, 2024 four unreturned equipment fees were applied to the account for the ********************** leased equipment. Once the equipment is returned, the unreturned equipment fees will be reversed and removed from the final balance owed. 
  
  I followed up with ********************** again on May 3, 2024 and explained the aforementioned information. Please be advised that the billing on this account is accurate and the account was correctly charged for services. 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:04/22/2024

  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 relocated my salon April 1,2024. March 11, 2024, I contacted Comcast Business to move my service from one location to another. Because the new space does not allow for a landline, I would be transferring it to a cell service within Comcast. In that call I purchased a cell phone that would be shipped to me and they would start porting the number. I never received the phone. It was not sent to my business, the address on file, instead to my home. It needed an in-person signature and Comcast would not allow for it to be held at Fed-ex. I immediately contacted Comcast Business and informed them of the error. They advised me to go to the local Xfinity store. That they would be able to set up the service there. Friday, March 15 I went to their location in *******. I was assured there that they were able to do the transfer. I purchased another phone and signed another contract and was told the number was being ported over and to expect it to be complete within 7 Days. Within hours of me leaving I was getting error messages. I called customer support and spent hours on the phone being transferred from one person to another. they advised me to go back to Xfinity. On Sunday 3/17/24 I went back to Xfinity Pompano. They said there wasn't anything they could do it was Comcast Business' issue. I called Comcast Business from their lobby andwas told I was being misinformed by Xfininty Pompano. After numerous transfers and supposedly tons of documentation on their end, I was told that they we re-seting the phone and another port would be sent out. Wait another 7 days for completion. More Error Messages. More Calls to Comcast and 2 more visits to the *************** Xfinity store. Nothing was ever accomplished! 4/18/22, after sitting in Xfinity for over 2 hours, they cancelled my service and released the number, Tmobile had me up in 24 hours! Now Comcast Business is holding me to my contract stating I will have to pay 22 months of penalties since I left. Acct # ****************

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
   
  Re: *************************
  ********************
  *************************
  
  Case Number:21609209
  Date of Notice:April 22, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to your office by Ms. ************************** on behalf of ***** and Repeat Salon (the Business).
  
  I spoke with Ms. ************************* on May 3, 2024, who explained that she did attempt to port the Business number to Comcast Business Mobile but was unsuccessful. However, our records show a port request was submitted for the number ending in ***** on March 15, 2024, but that request was denied due to an incorrect account number being provided. The port request was cancelled on March 25, 2024. 
  
  Additionally, our records do not indicate any Xfinity Mobile or Business Mobile account exists which is associated with the phone number or business account that **************** provided. Unfortunately, we were unable to locate any charges being generated for mobile services. 
  
  **************** explained that she now uses T-Mobile and a Wi-Fi hotspot from T-Mobile and no longer has a need for Xfinity Business Internet or Mobile and explained that her concern is with the monthly charges and/or contract for Comcast Business Internet and ************* account.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  ********************************
  
  

  Customer Answer

  Date: 05/22/2024

  The complaint has not been resolved. I spoke with someone who was from xfinity mobile who stated that all things we resolved on their end and that Comcast Business was being notified to help resolve the continued issue with them. No follow up from them was ever made. Since I spoke with them both Comcast Business and Xfinity mobile has continued to charge me. Xfinity mobile is charging me for a phone and number I have never received. They will not assist in taking me off auto pay. I doubt any resolution will happen because they have no idea what they are doing.

  Business Response

  Date: 06/21/2024

  June 21, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *************************
              ********************
              ***************, **, 33304
  
              Case Number:               ********- Rebuttal
              Date of Notice:             June 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office regarding Comcast Business service.
  
  On June 11, 2024, I spoke with **************** regarding an early termination fee concern. Upon review of the account, the decision was made to waive the early termination fees associated with the cancellation of the account. As a courtesy, a credit was applied to the account on June *******, and will appear on the customers ******************** Business Portal by June 14,2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  On May 3, 2024, a representative of our Xfinity Mobile team contacted **************** and informed her there was no evidence of charges from either Xfinity Mobile or Comcast Business Mobile.  ****************** account was not started due to a failed port request.  Additionally, our records do not indicate any Xfinity Mobile or Business Mobile account exists which is associated with the phone number or business account that **************** provided. Unfortunately, we were unable to locate any charges being generated for mobile services.
  
  I trust that this ****** provides your office with the information required for resolution in 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 Business Account Manager
  
  
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  XINIFTY HAS CHARGED ME MULTIPLE TIMES FOR A SERVICE i DID NOT REQUEST. I HAVE ATTEMPTED TO CONTACT TO FIND A RESOLUTION BUT THEY ARE NOT ABLE TO TELL ME ANYTHING ABOUT AN ACCOUNT AND HAVE NO CONTACT FOR ME TO GET THE ISSUE RESOLVED. I HAVE BEEN CHARGED REGULARLY EVERY MONTH SINCE JANUARY 2024 WITH VARYING AMOUNTS FROM $77 TO $159. AGAIN, I NEVER RECEIVED AND EXPLANATION FOR THESE CHARGES OR WHEN AND HOW AN ACCOUNT WAS CREATED WITH MY INFORMATION. I WOULD LIKE MY MONEY BACK WITH AN EXPLANATION OF HOW THIS HAPPENED AND REPORT FUTURE CONSUERS FROM HAVING THIS EXPERIENCE.

  Business Response

  Date: 05/24/2024

  
  May 23, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              MN 55109
  
  File Number:                21609019
  Date of Notice:             April 22, 2024
  
  To the Commission:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************
  
  Comcast ****************** attempted to communicate with Ms. ****** via email; however, we were unsuccessful. On March May 3, 2024,an Xfinity Mobile representative spoke to Ms. ****** at which time she advised she did not want to discuss the concern.
  
  Comcast is still investigating Ms. ******* concerns and will contact the customer to determine the next steps.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ******************
  **************
  
  
  

• Initial Complaint

  Date:04/22/2024

  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 was having issues with my internet for days and xfinity couldn't solve the issue via phone. They told me I needed a new modem and router. I went and got the new equipments, they sent a technician in. He was a new tech in training and didn't appear to know what he was doing. Ater not being able to resolve the issue, he offered for me to rent xfinity equipments. He stated he would wave the $100 fee for my troubles and for renting the new equipment. The following biling cycle, I still got charged the $100 fee. I contacted cutsotmer service via chat, I was assured that the issue would bre resolved. The following month, they still hadn't waive the $100 fee. On 04/21/24, I contacted customer service again via chat, it took 40 minutes, transferredto 5 different agents and still not resolution. I then called on 04/22, 40 minutes on the phone only to be told that the fee couldn't be reversed. The Tech lied on the service call and said my issue was equipment related and didn't mention the fact that he agreed to wave the fee. All the customer service people I talked to either lied and or didn't do what they were told to do. I'm seeking to get my account credited for the $100 that I was promised would be waved and that xfinity employees lied about by providing incorrect information.

  Business Response

  Date: 05/01/2024

  
  May 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************
              4314 S Magnolia Cir
              ************, FL 33445
  
              Case Number:             21608760
              Date of Notice:             April 22, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 21, 2024, **************** required a service visit at which time the technician determined the customer-owned modem was causing the service issue. The technician installed a Comcast-leased modem to resolve the service-related concern. As a result, a valid service visit fee was applied to the account on February 23, 2024. Service visits involving customer education, resolving customer-owned equipment and inside wiring concerns are eligible for a service charge.
  
  On April 25, 2024, I spoke with **************** regarding her billing related concern and advised that the service visit fee was applied correctly. As a courtesy, a credit waiving half of the service visit fee was applied on April 25, 2024. The credit will be reflected on the May 19, 2024 billing statement. A refund is not warranted and has been respectfully denied.
  
  On April 25, 2024, **************** accepted a 24-month contractual agreement for Gigabit Extra Internet. The contractual agreement is effective from April 25, 2024 and will expire on April 25, 2026. The package receives a monthly contract discount effective until May 22, 2026. Once the contract discount expires, the retail rate will apply. The package is eligible to receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments.
  
  The package rate does not include equipment,additional services, or applicable taxes and fees which are subject to change.Additionally, **************** accepted a 24-month promotion for xFi Complete (which includes the xFi Complete Gateway and **************** The promotion is effective from April 25, 2024 and will expire on May 22, 2026 at which time the retail rate will apply. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that 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 **************.
  
  Sincerely,
  
  ***********************
  Executive Customer Relations

  Customer Answer

  Date: 05/01/2024

  [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:04/22/2024

  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 spoke with Comcast/xfinity back in january/february about services that we did not receive, and kept paying a bill for ***** per month. They had finally found out that the service was not working from the pole to the house which was the fault of the company, and ****** at the corporate office ************, gave us a ****** credit, in which, they then in march increased our bill to *****, which took more of that credit, when our bill was only ***** per month. The credit was suppsed to give us three month of free internet. This company is outrages, they steel service from you and now money. we are on fixed incomes, barely at this home. which the service can show you, and they then raise the bill. This is so unfair. Then when you call, they act like you crazy. They can not even stick to the agreement they make with a customer.

  Customer Answer

  Date: 04/22/2024

  Spoke with the corporate office office, they lowered the plan and my service of course, to ***** per month, but, took my credits towards the higher priced plan knowing that we are on automatic payments and would view a bill that we received zero billing for the months that we had credit for, so they used up our credit by telling us on a bill which we would not of received by paper , and they do not notify you by any other means. No notification. This is how they get people. 

  Business Response

  Date: 04/24/2024

  April 24, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************
              ******************
              ********,** 34788
  
              Case Number:                    21608739
              Date of Notice:             April 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************ account holder regarding Xfinity service.
  
  On April 23, 2024, I spoke with Ms.***************** who is listed as an authorized user on the account regarding a billing concern. Our records indicate that a 12-month promotion for the Connect More Internet was added to the account effective from March 17, 2022, throguh April 12, 2023.
  
  Effective April 13, 2023, the monthly rate transitioned to year 2 pricing through March 12, 2024 at which time standard retail rates are applicable. During our conversation, Ms.******** was advised customers can view their promotion expiration dates on their monthly billing statements and Comcast does not offer never ending promotions.
  
  On April 23, 2024, Ms.******** accepted a 12-month contractual agreement for the Connect More Internet effective from April 23, 2024, through May 12, 2025. Effective May 15,2025, the monthly rate will transition to year 2 pricing through May 12, 2026 at which time standard retail rates are applicable.
  
  The account will receive a self-service discount due to enrollment in automatic payment and paperless billing. Ms. ******** is aware to allow 1 billing cycle for the system to update and include the self-service discount. Customer approval for the agreement and package pricing was received via text message.
  
  I verified the account is being billed correctly for the subscribed services. Ms. ********* request for compensation has been respectfully denied. I apologized for any inconvenience and overall experience 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: 04/24/2024

  [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:04/22/2024

  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.

  Canceled service beginning of February. Still haven't received refund

  Business Response

  Date: 04/24/2024

  
  April 24, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:                   Case Number:                      21608661
              Date of Notice:             April 22, 2024
  
  
  
              *******************************
              1541 ***** Drive
              ************, IN 46375
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.
  
  On April 23, 2024, I spoke with *************** who is listed as an authorized user on the account regarding a refund request. Our records indicate that the billing statement dated February 19,2024 generated for services billed from February 13, 2024 through March 12,2024.
  
  On February 5, 2024, a voluntary request was submitted for the disconnection of the account with an effective date of February 5, 2024. On February 15, 2024,the disconnection of the account was completed with a stop billing date of February 5, 2024, as requested.
  
  On March 15, 2024, the account finalized and generated a credit balance which was reflected on the billing statement dated March 15, 2024. **************** was advised once accounts are finalized an email will be received within 7 business days providing instructions on redeeming the refund. Should the refund not be redeemed within 15 calendar days, the credit balance will automatically be issued in the form of a prepaid card and mailed to the service address within 7 to 15 business days.
  
  Upon review with Comcasts finance department it was confirmed on April 12, 2024,the credit balance was released and mailed as a prepaid card which will be received within ***** business days. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I will follow up with *************** to ensure the refund is received.
  
  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:04/22/2024

  Type:Delivery 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 a replacement phone last week an activated it on Friday when I tried to use the phone Saturday it was not activated I had to turn it off a couple of times to get it to work I called the call center were I dealt with several issues when I complained and asked for a supervisor they hung up the phone serval times

  Business Response

  Date: 05/10/2024

  May 10,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************************
              ***** ******* Trails
              *******, ** 30228
  
                  Case Number:                      21608526
              Date of Notice:             ***** 22, 2024
  
  Dear Sir or Madam:
  
  This letter 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. ********************** records show on ***** 9,2024, the ******* Note 20, IMEI ending ***** was replaced by the ******* Galaxy S23, IMEI ending ***** with the existing phone number ending *****.
  
  On ***** 21, 2024, ******************** called in to request a supervisor since the updated ******* Galaxy S23 was not connecting to the network. While attempting to locate a supervisor, the call was dropped prior to his connection. On ***** 21, 2024, the ******* Galaxy S23s features were re-aligned to the network and successfully completed calls, texts, and data usage for the phone number ending *****.
  
  Xfinity Mobile records show ********************** new phone is active on his line with the correct provisioning. I apologize for any inconvenience that *** have 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,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  

• Initial Complaint

  Date:04/22/2024

  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 have been trying to reach someone at Xfinity Comcast for two weeks. My internet is down. I could not reach the local office, so I called the corporate office. They told me a rep would call the same day. They did not. They sent an email saying they left a message. That was a lie. I replied with the requested information to the agent, ******. Instead of calling or helping, she sends automated emails requesting the same info I keep sending. I've also called and left her messages with no return call. This is disgusting, especially when my bill is paid in full.

  Business Response

  Date: 05/03/2024

  
  May 3,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***************************
              *******, ** 38106
  
                Case Number:                    21608501
              Date of Notice:             April 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  I attempted to contact **************** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on April 25, 2024, our Technical Operations team investigated and identified that a MoCA filter and connectors were damaged due to a lightning strike and located damaged ports and multiple splices in the line servicing the wireless gateway. The technician replaced the aerial cable drop, ground block, splitter, and internal wiring,and the wireless gateway was replaced as a proactive measure. The address was referred to the maintenance team and the tap was replaced on April 25, 2024. A review shows that the equipment is online, and the signal levels are within specification.
  
  On April 23, 2024, a credit was applied equivalent to a month of service. The credit was reflected on the April 28, 2024 billing statement. Contact with *************** is necessary to address any additional concerns. 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:04/22/2024

  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.

  Pulling double payment in March Causing overdraft to my bank account And lousy customer service.

  Business Response

  Date: 05/02/2024

  
  May 2, 2024
  
  
  Better Business Bureau
  1880 ************************************************************************************************************************************************
  
  Re:       ***********************************
              *********************, Apartment 102
              ********, ** 48185
  
                 Case Number:                     21608497
              Date of Notice:             April 22, 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 an appointment was previously scheduled for August 10, 2023. However, the appointment reflects as being cancelled on August 7, 2023, due to an outage related issue. I was unable to locate a record of the outage affecting the service between the dates of August 6, 2023 through August 10, 2023.
  
  On April 25, 2024, I spoke with ********************** regarding her concerns. ********************** indicated the service was working correctly and declined a service appointment. All signal levels are within specification, and there are no area-wide signal issues.
  
  Ms. ********** February 25,2024, billing statement reflected a balance for service charges billed from March 8, 2024 to April 7, 2024. On February 29, 2024, a one-time payment was received for the statement balance. On February 29, 2024, ********************** also scheduled a payment to process on March 2, 2024. The payment was scheduled via the Xfinity My Account online. On March 2, 2024, the scheduled payment was processed as authorized.
  
  On March 7, 2024, credits were applied to the account for services billed from March 4, 2024 to March 7,2024. The payments and credits were reflected on the March 25, 2024 billing statement. The payment received on March 2, 2024, was applied toward the March 25, 2024 billing statement, which reflected a credit balance. The April 25,2024 billing statement generated and reflected a balance for service from May 7, 2024 through June 7, 2024.
  
  On April 26, 2024, the payment received on March 2, 2024, was returned. ********************** confirmed the refunded payment was successfully received. The returned payment caused the account to reflect a balance due, and a late fee was applied to the account.
  
  As a courtesy, on April 30,2024, a credit was applied to the account, waiving the late fee received on April 26, 2024. The credit will be reflected on the May 25, 2024 billing statement. Please be advised the billing on the account is accurate and Ms. ********** request for compensation is not justified and is respectfully denied. 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