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

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  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:04/23/2024

  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.

  Comcast customer over 10 years. Rude and disruptive if you get one of those kids on the phone. Two days after my latest contract expired I had another company set me up. I called Comcast on that day to disconnect. I did it that way because the new company told that they like to withhold my current phone number and I needed to keep it. They told me I had to electronically sign their disconnect request form to be disconnected, which obligates me to pay $233.21. All day on the phone. Must have argued with 20 people. They told me flat out that my service will continue until I signed it. Can you say extortion? I had to see a shrink and now Im on antidepressants. I was advised by my shrink to just let it go. My life and attitude has changed. They have damaged me. I actually lost my mind and wanted to find these nasty people. My credit was 802, now its 720 because of their extortion. I have copies of everything. They took more than my money, they took my faith people and big business. Since then a car rental company is trying a similar tactic. If I could get the hit off my credit, I may be able to heal. Thank you very much.

  Business Response

  Date: 05/07/2024

  
  May 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  
  *********, ********
  
  Case Number:21617243
  Date of Notice:April 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Comcast Business service.
  
  On April 26, 2024, I spoke with **************** regarding his concerns. Our records indicate that a voluntary disconnection form was signed on, April 21, 2022. There is a 30-day notice for disconnection that was included in the original agreement. Once signed, this form stands as a 30-day disconnection notice. **************** requested to port out his phone number to a new carrier and the Comcast voice service was disconnected as of, April 22, 2022. The internet service was disconnected 30 days after the disconnection form was signed, as per Comcast policy, on the date of, May 21, 2022. 
  
  The account was disconnected on June 20, 2022, with a billing stop date of May 21, 2024. As the disconnection wasnt completed until June 20, 2022, the billing statement dated June 5, 2022, did not reflect the account disconnection yet. The June 20, 2022, billing statement reflected the unpaid balance forward, prorate credits for the billing stop date of May 21, 2024, for a final balance due.
  
  This balance was left unpaid and charged-off and sent to third-party collections on July 21, 2022. The billing was accurate at the time.
  
  As a courtesy, I applied a credit on April 26, 2024 to clear the balance. The account is closed with a zero balance, another billing statement *** or *** not generate. As the balance was accurate, the account will be updated as Paid in Full but will not be removed. 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 Business Account Manager
  
  

• Initial Complaint

  Date:04/23/2024

  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.

  During the months of March and April Xfinity Internet service has stopped working several times. I've submitted request to have the issue fixed but any fix is only temporary. I was told one it was a deep fiber cut, then a system upgrade, now I can't get a person on the phone. I am being charged for services I don't receive. I am requesting assistance with the quality of service. I have attempted getting another service provider but they have been unable to complete work in my area.

  Business Response

  Date: 04/26/2024

  
  April 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************************
  **************************************************************************************************
  
  Case Number:21616702
  Date of Notice:April 24, 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 9, 2024, an outage occurred in his area due to scheduled maintenance resulting in the loss of service. On April 9, 2024, a maintenance visit was completed at which time the technician completed the scheduled maintenance and cleared the outage by completing a fiber deep cut in at the node in his area in which restored services. On April 24, 2024, I spoke with ****************** to further discussed his service concerns in detail at which time I explained the signal levels to the wireless modem where outside of specification therefore a service call was offered to address the ongoing service issues however, ****************** declined to schedule a service call to address the service issues. Our records indicate there are no area wide signal issues affecting the services.
  
  Additionally, on April 25, 2024, a maintenance visit was completed at which time the technician was unable to diagnose or identify any issues with the Comcast network or infrastructure in his area. Additionally, on March 25, 2024, a credit was applied towards the account to discount the account balance. On March 28, 2024, a credit was applied towards the account to discount the account balance. The credits received appeared on the April 13, 2024, billing statement. In order to address the service concerns in further detail, access to the home is required. Without cooperation from ****************** and without access to the home, we are unable to provide a further solution. I apologized 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 **************.
  
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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.

  Once again, I'm being overcharged $41.16 for the services I subscribe to. I've repeatedly attempted to resolve this issue with customer service as the prices have continued to climb over the last several months. Contacting the BBB is my only recouse to fixing this issue.

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re: *************************
  ****************************************************************************
  
  Case Number:21616530
  Date of Notice:April 24, 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 ***************************** regarding his billing related concern. On March 17, 2023, **************** consented, via text message, to a 12-month contract for ********** and Connect Internet. The promotional package rate was effective March 17, 2023, and expired to retail rate on March 24, 2024. **************** was made aware monthly bill statements reflect discounts and expiration dates as a reminder.  
  
  On April 24, 2024, **************** consented via text messaage to add the current promotion for ********** and Connect More Internet at a 12-month contractual rate, effective April 24, 2024 to April 23, 2025.  The contract is valid April 14, 2024 through April 24, 2025. The monthly rate does not include taxes, equipment, or fees. Additionally, **************** receives the self-service discount for enrollment in automatic payments with a credit card and paperless billing. If either paperless billing or automatic payments is subsequently canceled, the monthly self-service discount will be removed automatically. I apologized 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,
  
  
  *********************** 
  Executive Customer Relations 

• Initial Complaint

  Date:04/23/2024

  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 used to have internet and 2 mobile lines bundled together. Moved to an apartment that didnt have internet but decided to keep the mobile. Just moved to a house and added the internet back in my bundle at ***************************. When I set up the internet I showed the guy at the store in ************** the bundle and price at $70 a month for internet and 2 mobile lines. He promised that if we set up the internet, that bundle discount would automatically apply. So we moved forward and got the internet set up. That was back in March and the discount has not been applied. I have called and chatted multiple times and opened a ticket Ecm0006924048. I was promised I would get a response in a couple of days. It has been a couple of weeks with zero responses. I have chatted in twice asking about it and continue getting the run around. I am fed up with dealing with support and getting absolutely nowhere. I want my $20 discount applied to my mobile service that I was promised ***********). If I am allowed to attach images, you will see I took a screenshot of the promo ad promising 2 mobile lines at $40 total when you bundle internet. If this $20 discount is not applied to my account, and back-dated from when I set up the internet, I will move forward with legal action for false advertising.

  Business Response

  Date: 05/06/2024

  May 6, 2024
  
  
  Better Business Bureau
  ****************************************************************************************************************************************
  
  
  Re:       ***************************
               ***************************
               *****,UT 84401
  
              Case Number:                       21616455
              Date of Notice:             April 24, 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 my attempts were unsuccessful, a review was completed of the account.
  
  Our records indicate **************** canceled his Xfinity *********** services on May 25, 2023,at which time **************** began to be charged a line access fee per line.
  
  On March 9, 2024, **************** enrolled into a 24-month promotion for the Connect More Internet effective March 10, 2024, through March 9, 2026, at which time regular rates would apply. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  Additionally,the account also reflects a promotional discount for the Internet Equipment rental, at no additional charge, for 24-months effective March 10, 2024,through March 9, 2026, at which time regular rates will apply.
  
  Subsequently,the line access fee was removed from the Xfinity Mobile account. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with information required for resolution in this matter. I am providing a copy of this ******, which includes my contact information, **********************;should there be additional questions or concerns.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  ******************************

• Initial Complaint

  Date:04/23/2024

  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.

  Went in to an Xfinity store to upgrade a cell phone on my account. As the process was coming to a completion there was an error message on the gentlemans iPad that he was using to process the sale so he tried again yet still the same error message. He then called his IT department who tried to process the upgrade on their end yet still had an error message. At this time I checked my account and realized I was charged 3x. I mentioned this to the gentleman as well as the IT support and they both assured me they are pending charges and will go away in just a few days. Neither of them could fix the issue on their end so they submitted a ticket number to a higher IT support and said they would get back to me and would give me a credit on my account for the hassle. I left the store and waited. 5 days later those charges posted to my account. I then went back into the store and was told they have no such charges on my account but do show a ticket that has yet to be looked at. They then asked to see my bank statement which I provided showing the charges. They were at a loss and told me to wait another week and maybe they would come off. I explained posted charges dont just come off. I again left the store and called the Xfinity number and explained the situation. ***** proceeded to tell me that they wouldnt charge for an upgrade that didnt happen so therefore those charges they cant see never didnt happen. I also explained to ***** the store was provided a bank statement showing these charges yet ***** refused to help any further as he couldnt see the charges on his end so therefore they couldnt have happened.I left and disputed the charges with my bank however being charged several hundreds of dollars and being told it didnt happen although I provided bank statements is poor customer service as well as nobody following up after my 1st interaction and of course the credit for my troubles also never posted to my account. I have been a customer for a very long time but am actively looking to seek other services.

  Business Response

  Date: 05/01/2024

  
  May 1, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  
  Re:       *************************
              1107 ***************** Way
              *********, CA 95991
  
                Case Number:                    21616380
                Date of Notice:             April 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****************************.
  
  I spoke with **************** on April 24, 2024, regarding the Xfinity Mobile account.  **************** visited an Xfinity Retail location on April 18, 2024, and three attempts to order a new device for an existing line of service were attempted, however, a system error prevented the order from processing. Although the orders were not processed, payments were processed for the order attempts.
  
  On April 26, 2024, a refund of the three payments received on April 18, 2024, was issued.  An email was sent to the preferred address with options on how to receive the funds. If no reply is received, a prepaid card will be shipped via **** to the internet service address. Depending on the method chosen to receive the refund, it *** take up to six weeks for the refund to be received by ****************.
  
  I apologized for any inconvenience that *** have been 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,
  
  
  ****************
  Xfinity Mobile Executive Resolutions
  ************** Extension 3052800
  
  

  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:04/23/2024

  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.

  ComcastXfinity sent an email stating that my equipment was outdated and sent me a new gateway. It came, did not work. Several days later Xf shows up here, works approx 2hrs, doesn't fix it and leaves. I go to Xf store and they stated if they helped me it would be a $100 service charge, so I said no, left and called xf 800 number. Xf came back still couldn't repair so swapped gateway and now internet works. Somehow in Xf great tech knowledge and customer service decided since Xf sent me a bad modem, I was responsible for a $200 service charge for product (bad) was recommended and sent by Xf.?? Does this sound like normal procedure? ************************* **************************************. ***** phone ************ This is what I have asked Comcast to correct. I have made multiple calls lasting several hours as well as going to the local store,

  Business Response

  Date: 05/03/2024

  
  May 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
              ********************
              ********, AL 35633
  
                Case Number:                    21616315
              Date of Notice:             April 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ************************* regarding Xfinity service.
  
  On April 24, 2024, I spoke with **************** regarding his concerns. Our records indicate a self-installation kit which included a modem was ordered on April 3, 2024 and shipped to ****************. The self-installation was not successful, and a service recovery appointment was scheduled for April 10, 2024. The appointment is reflected as being completed by a technician on April 10, 2024. The account was billed a professional installation charge on April 10, 2024 for the completed appointment. A second service recovery appointment is reflected as being completed on April 11, 2024.The completed appointment caused a professional installation charge to apply on April 11, 2024. The charges were reflected on the April 12, 2024 billing statement. I explained to **************** that a service recovery appointment completed after an attempted self-installation will cause a professional installation charge to apply.
  
  As a courtesy, credits were applied to the account on April 23, 2024, and April 24, 2024, waiving the two professional installation charges. The credit will be reflected on the May 12, 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 **************.
  
  Sincerely,
  
  ***********************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:04/23/2024

  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.

  To: BBB From: ******************************* Account # ******************* Date 4/23/*******: ********************** Re: Fraudulent On 3/7/2024 I paid my bill by check to Xfinity the amount of $******. *** check cleared my account on 3/13/2024. I have been trying to plead with Xfinity that the check was cash at my ****, but they have no records of it. My **** ledger shows the ****** coming out of my account on 3/14/2024 paid to Xfinity with Xfinity EMG # stamped on the back the check, with no NSF fees posted on my account.From 3/14/2024 up to 4/5/2024 there has been no notification from Xfinity letting me know my check did not go through my account.On 4/5/2024 I went in person to Xfinity (****, ** Location) where I was told by Xfinity worker my check had not cleared. I ask why I wasnt notified. I called my **** while I was in Xfinity they inform the Rep that it was paid on 3/14/2024. *** **** representative sent me a copy front and back of the check on my email to show the rep. *** **** rep said Xfinity cash the check the transaction number is ********* this number is on the back of the check and is Xfinity identification number that lets the **** know who cash it. Xfinity has put the ****** back on my bill and is now charging me again. Without my consent having put me in a payment plan for the ******, I did not agree to. Put charges back on my account I have already paid. I had my account with ********************** since 2018, I need my wi-fi for work. I feel this is an inside job as a fraudulent act. I have not received any Corporation from Xfinity about this matter I have went to the cable store numerous times and made several phones call to their **************** Line have. I need Help. Thank You, *******************************

  Business Response

  Date: 05/08/2024

  
  May 8, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *******************************
           **********************
           **************
  
           Case Number: 21616302
           Date of Notice:  April 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity *******. 
  
  On April 26, 2024, I spoke with ******************** and explained that her March 7, 2024 payment was returned by her bank and applied back to her Xfinity account as a balance owed on March 14, 2024. ******************** is encouraged to contact her bank for any additional questions or concerns regarding this payment. On April 8, 2024, Ms. ********* ******* was suspended due to non-payment of a delinquent balance; however, ******* was restored the same day after a 12-month repayment plan was set up for ******************** to pay off her past due balance in monthly installments. Additionally, on April 8, 2024, a payment was received and applied to the account. 
  
  On April 26, 2024, courtesy credits were applied to the account to waive a returned check fee and two late fees. On May 2, 2024, additional credits were applied to the account as a courtesy to waive reactivation fees that were charged to the account once ******* was restored after it was previously suspended due to non-payment. These credits will reflect on the May 16, 2024 billing statement. On May 3, 2024, I spoke with ******************** again and explained the aforementioned information. 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: 05/09/2024

  Xfinity never resolved the issue. ******* was the contact person for this complaint but not once have ******* or there so call Executive Team that verify payments ask for a copy of the check or copy of my ledger which is unfair practice from Xfinity, I have the actual proof front and back of the check.  Xfinity had put on my ledger I made a .25 cent Payment instead of  $****** on 3/7/2024, yet ******* or Xfinity have been able to answer where that low off a payment was applied. So how could they verify my ****** payment. But Xfinity keeps putting the situation off on my bank. My bank still states that the check was cashed on 3/13/2024. ******* credited my account because there where no concrete evidence about the ****** not being paid. I have my bank saying it was cashed by Xfinity.

  Xfinity is a company that gives customer the complete run arounds and have been getting away with it ever since they have been in business in ********** so far as billing issues etc. I am not happy 'with response back from them as they have not tried to locate this check that they literally went in my account and taken out $******. I think this should be resolve by higher management of Xfinity. As this company is not doing there job. 

  Thank you *******************************

• Initial Complaint

  Date:04/23/2024

  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.

  Today I called to cancel service. The rep advised that I had to pay to do so. When I refused to give him card info we agreed the full balance ($92 past due and $92 not even due yet) he confirmed our service was cancelled. Immediately after disconnecting the call I received an alert from my bank that Comcast had completely drained my account. I immediately called back and was told they didn't charge anything. After arguing with the new man that I was looking at my account and there were 3 charges he asked what my bank account balance was. When I asked why that info was needed for them to reverse these unauthorized charges he said the account had to have $200 and I had to provide card info for them to reverse. When I stated I never gave them the info to charge he hung up on me. Finally on the 3rd call I was told by a supervisor that I was required to provide my full social security number to them. I never gave that to them to start with. They insisted they needed it to file federal charges against the "robbers". When I advised they were said "robbers" I was told they weren't going to do anything about it and asked me what I planned to do about it. So I let them know I was calling my bank, filing a complaint with BBB and may seek legal council if needed. Needless to say I had to have my card cancelled for fear they would steal more and they blocked access to my Comcast account.

  Business Response

  Date: 05/20/2024

  May 20, 2024
  
  Attn:Complaint Department
  Better Business Bureau
  1880 *************************************************************************************************************************************
  
    Re:     ***************************
              12 Creedmore Drive
               ***********, WV *****
  
              BBB File Number:        21616231
              Date of Notice:              April 24, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***************************. 
  
  Regarding the scam concern, *************************** investigated *************************** concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party.  The payment was likely the 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. 
  
  Regarding the security concern, we take our customers' security and privacy seriously and comply with all guidelines mandating the proper maintenance of 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.
  
  *************************** investigated *************************** complaint and the result of the investigation determined that there was unauthorized access or compromise to *************************** online account, through no fault of Comcast. To further investigate this matter, we would need to speak with ***************************, which we have been unable to do.
  
  A Comcast *************************** technician called *************************** to explain the above information. Unfortunately, all contact attempts were unsuccessful.  The Comcast *************************** technician left a message with direct contact information. Contact with *************************** is required for further assistance with this matter.
  
  Regarding the billing concern, our records reflect three credit card payments were made with the **** ending in 6363 via the My Account web portal on April 23, 2024. These payments were disputed with the financial institution. The payments were refunded back to the **** ending in 6363. For this reason, on April 27, 2024, the amounts were charged back to the Comcast account. This is reflected on the billing statement dated May 5,2024.
  
  Regarding the disconnection request, *************************** requested to keep service and no longer wished to disconnect. However, on May 3, 2024, service was interrupted for non-payment with an account balance.This included an unpaid balance forward. Payment was not received. On May 5, 2024,a billing statement generated with a balance due. This amount includes an unpaid balance forward. Payment will be required to restore service.
  
  On April 24, 2024, a Customer Executive Relations representative called *************************** to explain the above information.
  
  Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  
  Comcast ******************
  **************
  
  
  
  
  
  
  [1] *********************************************************************************
  [2] ****************************************************************************************************

  Customer Answer

  Date: 05/21/2024

  
  
   Complaint: 21616231
  
  I am rejecting this response because:
  
  I clearly advised that we had other service and Comcast still refused to cancel. I was in contact with their reps during the investigation on multiple ocassions. Regarding the past due bill, it seems this is the only way they will honor our request to cancel as we have had other service for months now and have not used our Comcast account. 

   

  While the money that was fraudulently taken from our account was credited back, it was only because our bank credited it. Clearly this business is not safe to conduct business with because they are claiming even though i called their customer service number multiple times on the day the fraud occurred i somehow still supposedly ended up talking to a 3rd party.

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

  
  

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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've been trying to downgrade my internet for months and nothing has changed. I'm forced to pay cable which is mandatory for my apartment which is $45 a month. And i have the internet plan the gig internet which is $80 a month. I don't need that high of a plan anymore and they wont let me downgrade. Somehow if i get the 200mbps plan ill end up paying $95 a month for less.

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  *****************************************************************************************
  
  Case Number:21616196
  Date of Notice:April 23, 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 25, 2024, I spoke with ************************* and confirmed he accepted a 24-month agreement for the Gigabit Internet on July 8, 2023. The rate of service accepted includes a contract discount. The contract discount is valid from July 8, 2023 through July 7, 2025, at which time it will transition to its next tier of discount - decreasing the amount of the discount. This next tier of discount will be valid from July 8, 2025 until July 7, 2026, at which time the discount will expire and be removed from the account. Additionally, **************** is receiving xFi **************** at a promotional rate, due to an associated promotional discount. This discount is valid from July 8, 2023 until July 7, 2025, at which time it will expire and be removed from the account. The agreement is valid from July 8, 2023 through July 8, 2025.
  
  **************** was provided information regarding available service options and promotions but elected to not make any changes at this time. Please be advised the billing on this account is accurate and no compensation was found to be warranted. 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,
  
  
  **************
  Executive Customer Relations 
  
  

  Customer Answer

  Date: 05/01/2024

  [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: 21616196
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/03/2024

  I wanted my internet plan lowered without paying more. 

  Customer Answer

  Date: 05/03/2024

  I wanted my internet plan lowered without paying more. 

• Initial Complaint

  Date:04/23/2024

  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 had internet service for approximately 3 years, I can no longer afford it and the company will not let me cancel the service. I want to cancel and be able to pay my bill without going farther Into debt

  Business Response

  Date: 05/01/2024

  
  May 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************************
              *****************
              ******, IN 46580
  
                Case Number:                    21616119
              Date of Notice:             April 23, 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 Mr. ************** account was interrupted for nonpayment on April 9, 2024. When ****************************** contacted customer care on April 23, 2024 to request disconnection of service, a pending order was on the account for the nonpayment interruption of service. On April 24, 2024, the account was fully disconnected with an effective stop bill date of April 9, 2024. The disconnected account reflects a remaining balance for service charges billed up to April 9, 2024. The Comcast equipment has not been returned and an unreturned equipment charge was applied on April 24, 2024.Once the Comcast equipment is returned, the unreturned equipment charge will be removed. 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 **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations
  **************

  Customer Answer

  Date: 05/06/2024

  I did have my service canceled and my account closed only after filling a complaint with the bbb. Comcast customer service is absolutely terrible and refused to cancel my service before filling a complaint.  I suppose I got what I wanted though they continue to be rude and  threatening to  send my account to collections after an unreasonably short time. Terrible unprofessional company I will never do business with again