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 Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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: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.

  Since April 4th 2024, we have tried to get internet service with comcast/xfinity.I have been to the local store 3 times and had 4 tech come to the house. Our issue is this is a new build and we need a plant/service line ran. Each time I have told the store this very detail. they keep sending techs to hook up our internet and each time they see we have no line into the property. They have said the would let their boss know to get a construction crew out first. I have also created a ticket at the ************. *******************. We just saw the 4th tech today say " you have no main service line" WE KNOW! We have already paid for service to begin

  Business Response

  Date: 05/09/2024

  
  May 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ****** ***********************
              *****************
              ********, ** 37721
  
                  Case Number:                      21608455
              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 24, 2024, I spoke with **************** and explained that the address was not serviceable by Comcast. The address required construction to service the location. The build required an estimated 416 feet of new coax to bring service to the home. The construction was completed at no cost to ****************. **************** was provided my direct contact number should he have additional questions.
  
  On April 5,2024, the payment received on March 28, 2024, was returned as a refund to Mr. ******* credit card. On April 24, 2024, **************** confirmed the refund was received successfully.
  
  As of May 2,2024, construction was completed, and the location was made serviceable. On May 5, 2024, service was installed at the address in question. 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 **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

  Customer Answer

  Date: 05/11/2024

  [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:

  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.

  Transaction Date: Monday, March 18, 2023 Payment: $360 Item: Apple Watch SE 2 Commitment: $300 off Apple watch for platinum (10+ years) Xfinity members. Cost of Apple watch after 2years/24 months should only be $60.Dispute: Xfinity charged me with hidden $10 per month watch fee, resulting in 0 saving from promotion and a net total contract cost of $300 (not $60 I signed up for). I contacted customer support who canceled the watch line to remove $10 hidden fee. After call/cancel of line, the bill in credits for apple watch was removed, resulting in me losing $300 promotion and paying even more. On March 23, 2023 I contacted Xfinity to return apple watch (Xfinity has 14 day return) since rep had revoked (while providing misinformation) my promotion and there was no way to get it back. However, they were unable to print a return shipping label. They opened 2+ tickets, I had to call be 5+ times, spending over 15+ hours on phone calls. Summary:Call 1: "We are unable to print return label and we are escalating & will contact you within 72 hours. Since you called with 14 day return window you have nothing to worry about."Call 2: "We have closed the ticket and we were unable to print the return label, sorry." After explaining situation resulting from ********************** of Xfinity, the re-escalated and open another ticket.Call 3: XFinity closes ticket, no follow up. I call back in and here: "The return label has been printed you should get an email in 48 hrs"Call 4: after 48 hrs I call "There is no return label, and you are responsible for paying the watch" after I explain the situation, they tell me that they will waive the watch payment and allow me to keep the watch.Call 5: I check monthly bill and I am charged for watch. I call Xfinity and they again hold me responsible. As you can see, Xfinity is having me go in loops, making no forward progress, and wasting my time. They won't take the watch back, they keep giving false hopes, and they keep charging me.

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*************************
  ********************************************
  Normal, ** 61761
  
  Case Number:21608093
  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 Mobile service.
  
  On April 23, 2024, I spoke with **************** regarding their Xfinity Mobile concerns. Our records indicate that **************** initiated service with Xfinity Mobile on March 16, 2024, with the purchase of an Apple Watch SE, IMEI ending in 5193. At that time, Xfinity Mobile had a promotional offer where customers could receive a monthly device credit equal to the device payment balance through Xfinity Rewards for qualifying customers. The monthly discount does not include subscribed data plans, taxes, or fees. If service is disconnected, either voluntarily or involuntarily, any associated credits will be lost, and the remaining balance of the device becomes due and payable. **************** qualified for this promotion. 
  
  Xfinity Mobile records reflect that a voluntary disconnection of service for the Apple Watch was processed on March 30, 2024. On April 22, 2024, a return label was processed for **************** to return the device to ********************** via ****** The Apple Watch was received by our warehouse on April 25, 2024, and graded as B-stock with no fault found. 
  
  On April 26, 2024, a credit for billed subscribed services from March 9 April 8, 2024, was applied to the account. On April 29, 2024, the remaining balance of the Apple Watch was accelerated, and a corresponding credit was applied to the account. The device payment balance and credit will reflect on the billing statement for subscribed services from April 9 May 8, 2024. On April 29, 2024, a refund request for the initial payment made for the Apple Watch was submitted. The normal timeframe for the refund to be received back to the payment method on file is 1-3 days, depending on the financial institution. I apologized for any inconvenience experienced while attempting to resolve this matter. 
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
   
  Sincerely,
   
   
  ****************** 
  XM Executive Resolutions
  

  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: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.

  $245.37 was taken out of my account for ********************** services I never received.

  Business Response

  Date: 04/26/2024

  April 26, 2024
  
  
  Better Business Bureau
  1880 *************************************************************************************************************************************
  
  Re:       *******************************
              ************
              ***********, ** 08046
  
                Case Number:                    21607777
                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 Mobile service.
  
  On April 24, 2024, I spoke with ****************** regarding her Xfinity Mobile concerns. On August 26, 2023, Ms.****************** purchased a *** card to bring her ******* Galaxy S20 to Xfinity Mobile and participate in the Bring Your Own Device (BYOD) program. On September 3, 2023, ****************** being billed for the services even though she did not activate the *** card, as it was 7 days post shipment. If you dont activate first, your billing cycle will begin seven days after we ship your *** card.
  
   By default, all Xfinity Mobile bills are set on automatic payment. You must remain enrolled in our automatic payment program using a valid credit/debit card to activate and maintain your Service. This means we will automatically charge your card every month for the full amount owed on your bill. Your automatic payment date is always 20 days after your billing cycle closes. You have the right to terminate your authorization at any time online by logging into your My Account at  ****************************************************************** and terminating automatic payments or by calling ************** and terminating your authorization with a customer account executive. Such termination will result in us discontinuing your service and you will be responsible for the immediate payment for the data usage on the account through the termination date and all outstanding fees and charges owed with respect to your devices.
  
  ****************** continued to be billed for regular monthly services from September 3, 2023, through April 2,2024. On February 24, 2024, the service was voluntarily canceled per ********************* request. On April 1, 2024, the account was ceased for nonpayment.
  
  On April 21, 2024, as a courtesy, a refund was processed for the October 3, 2023, through January ******, bill cycle. ****************** can expect to see this refund in 3 to 5 business days. On April 21, 2024, a credit was applied for the February 3, 2024, through March 3, 2024, bill cycle. On April 24, 2024, a second refund was initiated for the September 3, 2023, bill cycle. ****************** will receive an email to claim the refund. At this time the account is closed, and all funds have been returned. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  ************** Extension 3052840
  
  

• 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 ordered internet, cable and a cell phone I have paid for the cell phone and still have not received it I keep calling to reach a supervisor but they never call back I have waited 2 weeks for the phone and when I ordered it it was supposed to be here with in 2 days now when I call they keep telling me I have to pay more and its not fixing the issue I have spent 2 days on the phone with the and still no result from them if I could please get some help with this I would really appreciate it thank you in advance

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*****************************
  **************************************************************************************
  
  Case Number:21601908
  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 made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. Our records reflect that on April 8, 2024, ****************** ordered an iPhone 15, 128 GB Pink. The device has not been shipped because it is on hold pending Internet service activation. In order to resolve this matter, contact with ****************** is necessary. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  
  

• 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.

  Comcast internet was cancelled and they showed that a bill was owed. Talked to them and they said the charge was not suppose to be there so they removed it and to not worry about it. They kept sending a bill for the amount so called them again and they said not to worry about it and refunded the original charge. Was getting an apartment and my credit was ran a couple months later; turns out they put it in collections. So I call back and the employee said it was a mistake on their end. They were not suppose to refund it and I still owed the money. I have the conversation saved on my desktop. They also said they would contact the credit Bureaus to get it removed since it was a mistake on their end. All they did was report it as paid Now I am calling all 3 bureaus to try and get it removed. This was extremely unprofessional and affected the apartment application I had to pay for even though I did my due diligence of calling them.

  Business Response

  Date: 04/23/2024

  April 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:      *********************
              ***************************************************** 338
              ****************************
  
              Case Number:                      21607594
              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 22, 2024, I spoke with ********** regarding her concerns. Our records indicate on October 28, 2023, a statement generated for services from November 3, 2023, through December 2, 2023, creating a balance due. On November 20, 2023, ************ services were disconnected per her request. On November 20, 2023, the prorated adjustments for unutilized services from November 21, 2023, through December 2, 2023, posted to the account,leaving a final balance due.
  
  On November 24, 2023, a one-time automatic payment posted to the account, leaving a $0.00 balance. On November 24, 2023,********** contacted Xfinity and requested the payment made that day be refunded.On November 28, 2023, the payment was successfully refunded back to **********,which left a remaining balance on the account.
  
  On January 19, 2024, ************ account was referred to an outside collection agency.
  
  On April 11, 2024, ********** processed a one-time payment. On April 22, 2024, I advised ********** that the collection notice received is valid. 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,
  
  
  ****************
  Executive Customer Relations

• 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.

  On April 6, 2024, (10am -12 CT) I called Xfinity to ask how I could lower the cost of my services. I was explicit in my desire to keep my services exactly the same while identifying any opportunities to reduce the overall cost of the services. The initial person I spoke to indicated that the new cost of my services would be $275 a month and that would be the lowest he could provide if I were to keep all of my services the same. He then noted that he would transfer me over to the loyalty department since Ive been a customer for a while. The loyalty department associate, from *****, started by acknowledging she understood I did not want my services to change and I was looking for a lower rate. She did a number of searches on the backend before coming back to me and telling me that she could get my services no changes for $235 a month. I said thats a little bit more than what Im paying but close enough that I think thats acceptable before I finish, she interject it and said Im sorry itll be $233 and some odd cents. She sent a disclosure for me to sign into read. I took my time to read the disclosure so I am 100% certain that there was no reference to anything on the account being changed/canceled in what was sent to me to sign. what was sent is a portion that describes the actual services that I would be getting, but it said nothing about services that I would be losing. Since Id already told them I did not want my services changed. I was not anticipating seeing anything about removal of services. several hours later in the day, i discovered they deactivated one of the set top boxes. I called in and was told I would have to pay an additional $10 a month to get it back. I do not believe this is fair or just. The price quoted was for services as they existed at the time of the call. The practice of sending incomplete info for sign off is deceptive. This is the second year in a row that Xfinity customer support INDIA has lied to me. PULL THE CALL.

  Customer Answer

  Date: 04/22/2024

  After filing my complaint, I reached out again to Xfinity to attempt to get resolution. The agent ****** was exemplary in her customer service. She understood the issue, she provided a plausible explanation for how the issue happened inadvertently, she provided a partial solution. She reactivated my set top box and issued a one time credit for $60 to cover six months of the set top box cost. She was unable to provided a monthly credit and unable to credit more than 6 months. She advised that I call back in October to revisit the credit with another representative. I would like to ensure the additional $60 credit is honored.

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
   
  Re: ************************;
  *********************, Apartment H
  *****************
  
  Case Number:21607317
  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 April 23, 2024, I had a discussion with ******************** concerning a billing issue. Our records show that on April 7, 2023, ******************** accepted a 12-month promotional offer which includes ************ Gigabit Internet, and Xfinity ***** services. This promotion started on April 7, 2023, and is set to expire on April 30, 2024. Additionally, a 12-month term agreement was effective from April 7, 2023, through April 7, 2024. Following the end of the promotional period on May 1, 2024, the standard retail rate would have applied. The rate mentioned does not include additional services such as equipment charges for two ** boxes plus remote, which incurs a monthly fee per ** box, nor does it include applicable taxes and fees, which are subject to change. The pricing also incorporates a discount for three products and a service discount.
  
  On April 7, 2024, ******************** reached out to Comcast **************** seeking a new promotional offer for her services. A representative processed a service order, and ******************** accepted a 24-month transitional promotion for ************ Gigabit Internet, and Xfinity ***** services. This promotion includes a 12-month term agreement effective from April 18, 2024, through April 18, 2025. The first year of the promotion offers, starting April 7, 2024, through April 30, 2025. 
  
  On May 1, 2025, the promotional rate will increase for the second year, continuing through April 30, 2026, after which the standard retail rate will apply. Please note, the promotional rate does not cover additional services, equipment charges for one ** box plus remote, or applicable taxes and fees, which are subject to change. The pricing includes a discount for three products.
  
  Additionally, ******************** accepted a 12-month promotional offer for Paramount+ with Showtime and **** effective April 7, 2024, through April 30, 2025, at which time standard retail rates will apply.
  
  During the order entry process the Comcast representative inadvertently failed to include the second ** box plus remote in the service order. The missing ** box in the order caused Ms. ********* second ** box to stop functioning.
  
  On April 22, 2024, ******************** reached out to Comcast **************** to add a second ** box plus remote to her account, and she provided her consent via text message.
  
  During our conversation, I confirmed with ******************** that courtesy credits were applied to her account on April 22, 2024, for six months of charges for the ** box plus remote. Additional courtesy credits were also applied to her account, covering another six months of charges for the ** box plus remote. These credits appeared on her April 26, 2024, billing statement. To fully cover the agreed compensation for the six months, an additional credit was applied to her account on May 1, 2024. The credit will reflect on Ms. ********* May 26, 2024 billing statement. I apologized for any inconvenience experienced 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 at **************.
  
  Sincerely,
  
  
  ***** ********
  Case Manager | Executive Customer Relations 
  

  Customer Answer

  Date: 05/03/2024

  [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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint starts with October 2023 when we were supposed to be issued a credit for a year and a half of charges we should not have gotten. When we finalized and realized that we did not get this credit I called to complain. Would not issue credit and said there were no records of the credit. I got another smaller credit from them and I have been trying for three weeks and each time I contact them they tell me there are no notes of my conversation. You can't talk to a live person anymore it is all through chat and they intentionally put you through a voicemail circle. For the amount of money a consumer pays they should be able to afford folks that live in the *** and can answer the phones to help a customer. The level of customer service is terrible and the incompetence is ridiculous. I am sure that they are so big that this complaint will not phase them.

  Business Response

  Date: 04/25/2024

  
  April 25, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              *****************************************************************************
  
                  Case Number:                      21607265
              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 22, 2024, I spoke with **************** regarding equipment charges. Our records indicate that the equipment was returned on June 21, 2022.However, the associated charges were not removed from the account at that time.We could not confirm a request to remove the video equipment charges prior to follow up contact. On October 5, 2023, the equipment rental charges were removed from the account. We could not locate a previous promise for credit for the requested about. Due to the requested amount being above what would be appropriate through our credit policy, we could not provide the full credit.However, with the devices returned, and additional credit was deemed appropriate. On April 22, 2024, a late fee reversal was applied to the account,on April 18, 2024, a courtesy credit was applied to the account for the ********************** boxes, on April 22, 2024, a courtesy credit was applied to the account; they are set to reflect on the April 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,
  
  
  Niles H
  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 have been having continuous problems with someone either remotely accessing and controlling my surveillance cameras and my interior home sensors. It is believed that someone else may be accessing my gateway illegally. March 22, was the last time that I accessed my gateway and I did not see anyone extra on my gateway at that time. I have 2 Xfinity cameras and both are being tampered with by continuously activating, although nothing appears on the screen. They also dont activate each time that motion occurs in the area. I have sensors on every door and window and my window sensor was activated as opened, although I did not see it opened.

  Customer Answer

  Date: 04/26/2024

  I called Xfinity about someone illegally authorized on my internet connection on 8410 Honey Drive. As a result, my Xfinity window sensor stated that a window was opened and the cops were called out on 4/16/2024 at 4:07 PM, and my touchpad was armed away with the touch screen on 4/21/2024 at 6:55 PM, yet no one who lives with me was inside my home at that time. I also stated that my cameras continually activate themselves on some days repeatedly, multiple times in an hour, even though nothing is on the camera screen. There are no other devices listed on my ********************** xFi app, nor my gateway, except my own devices. Yet, someone is repeatedly breaking into my devices and NordPass Password Manager while using my Xfinity home service. As a result, my bank accounts and other sensitive accounts keep getting compromised. I have a new modem installed yet the security on your modems is not adequate enough to stop these attacks. I also have another home with your service on *********************** and have had this same problem with someone continually using my internet line to break into my devices and sensitive accounts for 4 months now. Please solve this ongoing problem ****. I called Xfinity at on 4/22/2024 and was on the phone for almost 2 hours. I was transferred back and forth from the internet department to the home security department. I spoke to **** and *** and received voicemail messages.

  Business Response

  Date: 05/14/2024

  
  May 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re:Sie ********
  *********************;
  *****************-6058
  
  Case Number:21606597
  Date of Notice:March 22, 2024
  
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced rebuttal complaint submitted to the Better Business Bureau by ******************** regarding Xfinity service. 
  
  I made several attempts to contact Sie via telephone and/or email. I was unable to reach ******************** and ******************** has not contacted me back regarding his complaint. Without contact with Sie, we are unable to address any concerns. I apologize for any inconvenience that *** have caused while attempting to resolve this matter.  On 04/30/2023 I emailed Sie ******** a no response letter. 
  
  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 at *************************. 
  
  Sincerely,
  
  
  ******************
  Xfinity ***********************************************************************************

  Customer Answer

  Date: 06/03/2024

  My internet service provider Xfinity only uses low level security settings of wp2, as a result, someone is currently using DNS spoofing on my internet. They have continuously broke into my Nord Password Manager and as a result have gotten into my Bank account, home mortgage account and many others. I have continually contacted **** whom I was told is the supervisor for the ************************ for Xfinity and **** has never returned my phone calls. I called **** in response to a voice mail that he left but when I returned his call repeatedly, he never returned my call. I need this matter to be resolved immediately.

  Business Response

  Date: 06/17/2024

  June 17,2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       Sie ********
  8410 Honey Drive
  ****************
  
  BBB File Number:                   ******** - Rebuttal
  Date of Notice:                         June 4,2024
  
  Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to your office by Sie ********.
  
  Regarding the security concern, Comcast was unable to substantiate the concerns raised in Sie McDowells complaint.
  
  We take our customers' security and privacy seriously. ******************** complies with all guidelines mandating the proper maintenance of such information.[1] 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, [2] subscribers are responsible for securing and managing their personal devices and home network.
  
  Customer ****************** investigated Sie ********* complaint and could not confirm any unauthorized third party accessed Sie McDowells online account.
  
  If a third party did gain such access, they may 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 Sie ******** which we have been unable to do.
  
  A Comcast Customer ****************** technician called Sie ******** and explained the above information. Unfortunately, all contact attempts were unsuccessful.The Comcast Customer ****************** technician left a message with direct contact information. Contact with Sie ******** is required for further assistance with this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ******************
  *************
  
  
  [1] *********************************************************************************
  [2] ****************************************************************************************************

• Initial Complaint

  Date:04/21/2024

  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 power of attorney for my mom, ********************************. We cancelled my Mom's cell phone contract iwth Xfinity Mobile in January 2024, and transferred her service to ******* Mobile. Since that time, she has received 4 or 5 bills from Xfinity. I have been on the phone with them several times, asking them to reverse the charges. They know on their computer that her account was transferred. I had to ask for a supervisor for help. I thought this was resolved, but Xfinity just sent her another bill for $13.28. They keep sending her emails saying her account will be terminated if she doesn't pay, but she has no account with them and has not had an account for months now. I am fed up. They know she is 90 years old. They need to stop billing her.

  Business Response

  Date: 04/29/2024

  April 29, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re: *****************************
  ****************************************************************************************************************
  
  Case Number:                 21606109
  Date of Notice:                April 22, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************, an authorized user of the account in question.
  
  On April 25, 2024,I spoke with ***************************, daughter who is an authorized user on the account. It was explained that the Xfinity Mobile service was voluntarily cancelled on January 4, 2024. The account is billed from the 3rd to the 2nd of each month. The last billing cycle was from January 3 to February 2, 2024, and the line on the account did use data during the billing cycle. As a result, the final billing statement that was generated on February 3, 2024, for the billing cycle of January 3 to February 2, 2024, is accurate and valid. On February 23, 2024, an automatic payment for the final balance was processed. However, this payment was disputed with their financial institution and returned to them on April 19, 2024, leaving a balance due on the account. As a courtesy, I applied a credit on April 25, 2024, for the amount due. The account is closed with no balance due. I apologized for any inconvenience this may have caused while a resolution was obtained.
  
  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:04/21/2024

  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.

  Thursday April 18th my internet service has gone out on xfinity's end. 4 days later it has still not been resolved. I can't get a hold of anybody and they refuse to send a technician out even after I've already paid my premium for the month. I'm not behind on any of my bills. I've never been behind on any of them and I'm dealing with very, very very rude customer service. Any help would be appreciated. They are also refusing to cancel my service and they're also refusing to send a truck out to fix ***********

  Business Response

  Date: 05/07/2024

   
  May 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  ************************************************************************
  
  Case Number:21606072
  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 spoke to **************** on April 23, 2024, to discuss his concerns. Our record reflect on April 19, 2024 that service issues were reported and an appointment was scheduled for April 21, 2024. As this appointment was linked to an outage that was repaired on April 19, 2024, this appointment for April 21, 2024, was cancelled on April 20, 2024. 
  
  Then, on April 21, 2024, an appointment was scheduled for April 24, 2024. This appointment was completed on April 24, 2024, which time the technician replaced the overhead drop. A second technician completed an appointment on April 25, 2024, where they replaced the ground block, replaced a splitter, and activated a modem. 
  
  On April 26, 2024, I spoke with **************** and confirmed the service is working correctly. Credits were applied to the account on April 19, 2024 and April 30, 2024 for the service-related concerns. The credits will reflect on the May 10, 2024 billing statement. 
  
  **************** has decided to retain the service and no longer wished the account disconnected. 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 **************.
  
  Regards,
  
  
  ******************
  Executive Customer Relations