Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:06/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: ******************* I was instructed by Xfinity CS Rep, **** from Houston to transfer my account to my wife's name in order to get Internet Essentials. After going through the hassle of transferring the account, making 10's of calls and waiting hours on the phone, I was told it could not be done!!! I have all the names that I spoke with.

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  BBB of Metro Washington D.C. & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***** ********
              *** ***** ********** *********, Unit ****
  San Jose CA, *****
  
                  Case Number:                      ********
              Date of Notice:             June 7, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *** ***** ********.
  
  On June 8, 2023, a Comcast Internet Essentials representative spoke with *** ******** to discuss his concerns and apologized for any inconvenience that he and his wife experienced attempting to apply for Internet Essentials by Comcast.[1]  The representative confirmed that, on June 7, 2023, Comcast completed the process of changing *** ********’s account to reflect his wife’s name, and she was approved for Internet Essentials that same day.
  
  Should you have any questions, please feel free to contact us at **************.
  
  Sincerely,
  
  Comcast Regulatory Team -Internet Essentials
  
  [1] Internet Essentials by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service with download speeds up to 50 Mbps for $9.95 per month.  In February 2022, to provide more options for current and new Internet Essentials customers, Comcast introduced Internet Essentials Plus with download speeds up to 100 Mbps for $29.95.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.
  

  Customer Answer

  Date: 07/02/2023

  [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 ********,  
  

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

• Initial Complaint

  Date:06/01/2023

  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 am writing to complain about Xfinitys unreliable service and useless customer service system that make it impossible to speak with a live person to get information on a permanent solution. Since Thursday, May 25th 2023 to current, I have been experiencing unreliable and intermittent internet connectivity issues at my residence affecting my ability to work from home. Everyday since May 25th I have experience loss of internet and cable tv for hours at a time. On Thursday May 25th, Friday May 26, Tuesday May 30, Wednesday May 31 I had to relocate my office to be able to continue working. Xfinity had yet to provide proper notifications of issues in the area and have NOT provide updates on a permanent solution. To this date I have not been able to speak with a live person, as their phone system redirects to automated responses during the outages and prevents transfer to an agent. Can someone please assist? I cannot continue to work this way with unpredictable service when I pay monthly !

  Business Response

  Date: 06/27/2023

  June 27, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** *********
              ***** ** **** *******
              Miami, FL *****
              Case Number:                      ********
              Date of Notice:             June 1, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On June 21, 2023, a technician visited the location and replaced feeder cable lines in the area to resolve the service-related concerns. On June 27, 2023, I spoke with ********************** and verified that services are working correctly. I confirmed all Comcast equipment is within necessary signal level specifications.
  
  On June 27, 2023, as a courtesy, a credit was applied **. ********** account and will reflect on the billing statement dated July 21, 2023. I apologized for any inconvenience that may 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 at **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:05/29/2023

  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 is to get my all the funds owed back to me when my Acp discount should have been applied.After being patient with xfinity since I joined in December I want my account close without any penalty and want my fund of $100 refunded to me from from the 3 month they did not apply my ACP discount and automatically withdrawn the funds unaware. The reason of this dispute and complaint is because they went on my bill! Went from $95 to $156??!!!!! Absolutely unacceptable!!!! I need this resolved right away! . My bill suppose to be $60 unlimited talk text and data as promise by this merchant!! The merchant agents has lied so many times to me to get me to join and stay with them!! Enough is enough and I need your help!!

  Business Response

  Date: 06/23/2023

  
  June 23, 2023
  
  
  BBB of Metro ************* & Eastern ************
  ****************************************************************************************************************************
  
  Re: ************************;
         *********************************;
         *******, ** 77429
  
         Case Number:  20116704
         Date of Notice:  May 29, 2023
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding the Affordable Connectivity Program.
  
  The Affordable Connectivity Program (ACP) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under the **** current and new Xfinity Internet customers who verify their eligibility for the program through the ***********************************.s (USAC) National Verifier and then enroll in ACP with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete the full enrollment process by visiting ****************************************.
  
  On December 17, 2022, January 16, 2023, and February 12, 2023, the account received a credit for the cost of internet services from the ******* ************************** (HAF). On February 28, 2023, **************** was approved for the **** On March 1, 2023, an ACP credit was applied to the account, which was reflected on the March 17, 2023, billing statement. On March 20, and April 7, 2023, the account received benefit credits from the **** On April 15, 2023, the account received an ACP credit. The adjustments were reflected on the April 17, 2023, billing statement. 
  
  Effective April 16, 2023, the account was voluntarily disconnected, leaving a balance due reflected on the April 26, 2023, billing statement. A courtesy credit was applied on June 9, 2023, to clear the residential account balance. The credit will be reflected on the June 26, 2023, billing statement.
  
  On January 23, 2023, **************** accepted Xfinity Mobile By the ******** plan service and wished to use a previously owned personal device and purchased an iPhone 12 mini. On February 10, 2023, ****************** Xfinity Mobile service was changed to the ************** plan for both lines of service. Additionally, a third line of service was added to the account, and **************** purchased an iPhone SE. On February 19, 2023, a terminal return was created for the iPhone SE. However, the device was never returned to Xfinity Mobile. On March 16, 2023, the return request was canceled, and **************** continued to be charged.  
  
  Additionally, Xfinity Mobile customers who do not maintain either Xfinity Internet, Xfinity Voice, or Xfinity TV service are assessed a $25.00 monthly fee per line. ****************** Xfinity Residential account was voluntarily disconnected on April 25, 2023. Accordingly, the Xfinity Mobile line fee was assessed.
  
  On June 13, 2023, an Xfinity Mobile specialist with **************** to advise her of the above information and confirm that her ACP benefit is being applied to her Xfinity Mobile account. The representative provided a detailed billing explanation. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations 
  

• Initial Complaint

  Date:05/29/2023

  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.

  On August 2, 2022, Xfinity offered me a no-contract phone service for a promotional price of $15/month ($17.11/month after taxes). The deal included a ****** ***** **, originally priced at $449.99, discounted to $0/month after a $-18.74/month device discount. I accepted the offer, placing an order under Number *******************. However, from October 2, 2022, Xfinity began charging me $36.90/month, an excess over my contracted $17.11/month, unjustifiably billing me for the device. Despite contacting them repeatedly from February to May, my service wasn't canceled and erroneous bills were sent to collections instead of being corrected. To prevent my credit score from being affected. I was forced to pay $409.92 against my will.

  Business Response

  Date: 06/16/2023

  June 16, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *****************************
              **********************************, Apartment **, Building *
              Hillsboro, OR *****
  
                Case Number:                    ********
                Date of Notice:                May 29, 2023                                      
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service.
  
  On June 1, 2023, I spoke with ******************** regarding his promotion concern. ******************** purchased a ****** ***** device on August 2, 2022. He activated his device with a new telephone number. At the time of his order, Xfinity Mobile offered a promotion through which eligible customers could qualify for a monthly credit for 24 months that would offset the cost of a device purchased through a device payment plan. Among other things, to qualify for the promotion, customers were required to port in a telephone number from another carrier. Because ******************* activated his device with a new number and did not port a number over from another carrier, he did not qualify for this promotion. ******************** did not make any payment on his account for over three months. The account was deactivated on May 6, 2023, due to non-payment. On May 29, 2023, ******************** paid the entire past due balance on his account, which included the entire remaining balance on his device payment plan (as disclosed in Xfinity Mobiles terms and conditions of purchase). The account is now clear of any charges.
  
  ******************** states he was sent a return label via physical mail to return his device. I advised him that Xfinity Mobile send return labels via email and does not typically mail them. Xfinity Mobile has no record of ******************** returning his device. ******************* is not entitled to any refunds or other compensation from Xfinity Mobile.
  
  I have since been unable to reach ********************. I apologize for any inconvenience he may have experienced 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:05/27/2023

  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.

  I regret having to send this ....as a legacy costumer for more than 15yrs. My service have been reliable up to about 3-4years. Comcast has somehow backed me into an agreement for a year with the promise that my lack of cable service issue would be resolved. I upgraded change my box and services. Nothing has changed and now and after having my box exchanged 2x times and troubleshooting several times after 2years I was offer a home visit to resolve the matter after requesting a refund of 180 they explain they can only do 60 max... I was then told they would resolve then matter after escalating it and that I would receive a return call within a hour time. 24hours later I called back I was met with a melancholy response and nonchalant attitude about the escalated tickets and promised another call or email with a response to the escalated ticket. I requested copy of these tickets and was denied. 48hours later nothing … I called back and still no response and no call back. my services are still not work full but Comcast sure has double billed me. I say this to everyone check your services and bill because clear this no longer a company we can trust and depend on anymore. Very much disappointed in the customer service misrepresentation and discriminatory language used during my calls in just this month alone. I was told my personal account qualified for a service I did not inquire or request. Comcast has clearly sold its soul to the darkside. Just finished another call and spoke to a supervisor from billing department. They promised verbal resolution but would not provide proof of ticket or proof of resolution to my account. This is issue still continues to be open and unresolved. All the money get out of me for this mediocre service. Is there a Ai service that can provide reliable cable or internet service other than comcast and ********

  Business Response

  Date: 06/12/2023

  June 12, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  *******************************************
  Boston, MA *****
  
  Case Number:********
  Date of Notice:May 28, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On June 1, 2023, a service visit was scheduled during which time the technician diagnosed and corrected the internet service issue by activating the outlet. On June 7, 2023, I emailed with ******************** to confirm service is working as designed. I confirmed that she was not billed for the service call. ******************** does not have cable service with us but was having difficulties with her internet. ******************** explained that her concerns were still not resolved. Our internal diagnostic tools show a good history with the modem and no interruptions in service. I made attempts to follow up with ******************** to offer assistance but have not received a response. In order to assist further contact with her is necessary. 
  
  On May 27, 2023, ******************** was provided with a service adjustment for the amount she requested. This credit adjustment will appear on her June 21, 2023, bill statement. I had confirmed with ******************** that Comcast respectfully declines her request for two years of service credit. 
  
  On May 6, 2023, ******************** consented to Gigabit Extra Internet service at a 12-month contractual agreement. The promotion is effective May 7, 2023, through May 27, 2025. On May 28, 2025, she will be billed standard retail rates. Equipment, taxes, and fees are not included in the rate. Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations
  

  Customer Answer

  Date: 06/12/2023

  [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: ********
  
  I am rejecting this response because: 

  Comcast representation was unkind, attempted to gaslight me and left me feeling drained and just disappointed. My service remains unfixed and although they have made adjustments only after bring it to BBB. Before my claim they did nothing but give me the run around and clearly after it has been the same more excuses and a clear care for onlythere name rather than service.  There is still service interruption support no compassion and this previous respond this is another attempt and example to discredit the customer( consumer) yet not provide a reasonable resolution. what is necessary that my service is uninterrupted. It's been more than than 9yrs as a customer but since the pandemic it has been just terrible experiences after another with no true apology or solution.
  
  Regards,
  
  ******** ***************************

  Business Response

  Date: 06/15/2023

  June 15, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***************************
              ************************************, Apartment ***
              Boston, MA *****
  
              Case Number:                      ********
              Date of Notice:                      May 28, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our internal diagnostic tools show a good history with the modem and no interruptions in service. On June 14, 2023, I emailed ********************, who explained that she will not be available until after July 7, 2023. ******************** has all my contact information and I offered to follow up with her on July 10, 2023. Once we are able to speak with can provide trouble shooting to determine the cause of problem. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  I trust this letter provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at ************, Monday-Friday, 8:00 a.m. - 4:30 p.m. 
  
  Sincerely,
  
  ***************************
  Executive Office
  

  Customer Answer

  Date: 06/15/2023

  [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: ********
  
  I am rejecting this response because: 

  Comcast is still denying responsibility yet trying to make an appointment to talk about fixing the issue they are implying does not exist. 

   Why should I allow them the courtesy  to amend the issue at hand if comcast rather not take responsibility.

  It appear as if this will go unresolved because of the lack of responsibility. 

  I am away from home not dead and yes I requested that comcast contact me upon my return if they really want to fix the issue but it appear they just want me to close this claim.

  As you can see they took the opportunity to make a response in a unprofessional manner in regards to this very sensitive matter. Almost as if they are showing in plain sight they just do not care. I am just so sad about this. Very triggering and overly stressed "over internet services" are you kidding me.  

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

  Customer Answer

  Date: 07/11/2023

  I have experienced

  unsatisfactory service, unsatisfactory engagement, unsatisfactory customer service. 

  My issues were not rectified but managed and only after reporting it here. I also had several emails from a woman implying that nothing was wrong yet it was service dropping continuously. This was the same up until I left for my trip. Active but still experiencing drops that seem to be unexplainable. Now let look at this. I have had service since 2005 or 2006 not true service issues until the last 2yrs having to swap my box more than 2x. Honestly never noticed otherwise because it's the first I'm home so much. My service dropping was happening at night after midnight.  However the one visit seem to come with no solutions...yet here is another bill I'm facing at this time. 

  I am still away until the 17th and reported this when I was last contacted by email that we could connect about the issue dropping service upon my return. 

  Then comcast cam back here and tried to closed the case thinking I would not answer although I'm busy...this seems like the same thing is happening again. 

  If Comcast truly wants to help resolve this issue then stop focusing on controlling the narrative of this and work on the issue with my cable....

• Initial Complaint

  Date:05/24/2023

  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 on the phone with Comcast DBA Xfinity for hours I have spoke with 20+ agents and I have been hung up, transferred in the middle of a conversation once, transferred without knowledge I am being transferred and put on hold for 20 mins or more agents have acted like they couldn’t hear me and hung up! My issue is that I have been over charged by over 100$ and they want me to pay my bill with the extra charges while I wait for a credit my phone is off because I have been lied to several times by several different agents Tht the issue was resolved but it still isn’t the worst customer service I have ever experienced

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  ****************************************;
  Knoxville, TN *****
  
  Case Number:********
  Date of Notice:May 24, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  On June 5, 2023, I spoke with ******************** regarding a billing concern. Comcast records indicate ******************** processed a line transfer from an account ending in **** to an account ending in ****. Our records reflect when the line transfer was processed, the monthly promotion was not applied to waive the line access fee, resulting in ******************** being billed a line access fee per line per month. 

  **. ********* March 20, 2023, invoice reflected a prorated line access fee. The April 20, 2023, and May 2023, invoices reflected a line access fee for the complete cycle. 
  On May 24, 2023, a credit was applied to the account. On May 24, 2023, ******************** processed a payment for the remaining past due balance. On May 25, 2023, the feature was applied to remove the line access fee from the account and will impact the May 20, 2023 June 19, 2023, bill cycle forward.

  ******************** was advised a line access fee was billed because the fee was not waived when the line transfer was processed. ******************** account was previously attached to an account that no longer have active residential service and has been written off. The June 20, 2023, invoice will reflect a prorated line access fee as the feature was just updated on May 25, 2023.

  On June 5, 2023, a credit was applied to the account, this covered the prorated line access fee on the March 20, 2023, invoice, the prorated line access fee that will reflect on the June 20, 2023, invoice and a courtesy credit. The credit will impact the May 20, 2023, invoice due June 9, 2023. Please be advised billing on this account is accurate. 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,
   
  ****************
  XM Executive Resolutions

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The representatives from day one in April told us that they handled our AC P as well as told us that we did not have to pay upfront the full past due balance that we could do it overtime and our Internet would stay on Then with this incorrect information we now have our internet cut off and my son does speech therapy with **** and can’t participate. Now I can’t even pay my bill because I didn’t have enough money and told us we could do a “promise to pay” and then told us we had to wait until we heard back so now I’m without internet

  Business Response

  Date: 06/16/2023

  June 16, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  

  Re:   ***************************
           ************************************************************ ***
           Sacramento, CA *****
  
           Case Number: ********
           Date of Notice: May 22, 2023
  
  Dear Sir/Madam:
  
  This letter  is in response to the above-referenced complaint submitted to your office by ********************************
  
  **************** currently subscribes to Xfinity Gigabit Internet service at regular retail rates. 
  
  The Affordable Connectivity Program (ACP) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under the ACP, current and new Xfinity Internet customers who verify their eligibility for the program through the ********* ******* ************** Co.’s (****) National Verifier and then enroll in ACP with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete the full enrollment process by visiting ***************************.
  
  On February 2, 2022, *** ****** was approved for the ACP with Xfinity.  On April 3, 2023, *** ****** was de-enrolled from the ACP because she recently moved to a new address. When a customer that is approved for EBB/ACP moves to a new address, they need to go back through the **** National Verifier and change their address to match that of the new one; otherwise, the benefit will fall off because the old address/account is closed. As of to date, *** ****** has not filled out the Xfinity ACP enrollment form at Xfinity.com/acp for her current account. When filling out the Xfinity ACP enrollment form, *** ********* will need to use the application ID received from the National Verifier. Upon approval from the National Verifier and completion of enrollment with Xfinity, the ACP credit will appear on *** ******’s bill in 1 to 2 billing cycles.
  
  On June 6, 2023, I corresponded with *** ****** via email to advise her of the above information and apologized for any inconvenience she may have experienced.  In addition, I provided *** ****** with the ACP Support Center phone number at ***** ******** to assist her with completing the ACP enrollment process. 
  
  With respect to *** ******’s billing concern, when she transferred her service on April 2, 2023, her account was current, and there were no upfront charges that were required to be paid to complete the transfer of service to her new residence. On May 24, 2023, I spoke with *** ****** regarding a collection notice. Our records indicate that there was an existing balance on *** ******’s current account, which proof of payment is required in order to clear it. As a result, the collection notice received is valid as well as the disconnection notice for non-payment.  In addition, I went over *** ******’s billing statements and provided her with a billing explanation of her charges. I also provided *** ****** with a onetime courtesy credit to bring her account current and avoid further service interruption. This credit was reflected on the June 1, 2023 billing statement. 
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  ****** *
  Elite Customer Experience Case Manager
  **************

• Initial Complaint

  Date:05/22/2023

  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.

  As of Apr 21st I had contracted with Xfinity the Internet Gigabit service for $112 minus $52 in credits every month (I paid $60/mo). Expiration was Sep 02, 2023. That day I called to see if I could test their Xfinity Stream service (like I can do with ***************************** ****, ***** Video, *****+, *********+, *** **** and over 20 providers out there). The Xfinity agent said I had 30 days to try and cancel without any costs. I was specific that I did not want to lose the $52 in credits and my bill should be back to $60/mo. He said that's the way the service works and I proceed to test. My family found the App very hard to navigate and did not use it. I called to cancel (after a week) and Xfinity notified me the Plan I had no longer exists and they bundled me with Internet+TV. That I would be charged now $174.46+$9.12=$183.58 per month! Three times over! I spent over eight hours on the phone with several employees, and although they apologized the agent made a mistake, they had no options to adjust my plan. How come "***************************** ****, ***** Video, *****+, *********+, *** ****" can charge a monthly subscription fee and Xfinity can't? Their explanation was they bundle because that's the best for the customer... my monthly budget and the monetary punishment for testing their service disagree. I only have one broadband option on my residence that can do over 250Mbps, and that's Xfinity. My hands are tied to this provider but I'm being abused by they "package" / "plan".****************************, Xfinity CEO salary $32mill/yr is unjustified with this type of negligence.

  Business Response

  Date: 06/02/2023

  June 1, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:         *******************
                **** ***********
                Lisle, IL *****
  
                Case Number:                              ********
                Date of Notice:                              May 23, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  On June 1, 2023, I communicated with *********************** regarding a billing concern. Our records reflect that on April 22, 2023, ************** added ********* with a TV Box via web order at the standard retail rates. On April 22, 2023, ************** then accepted ********** and Gigabit Internet which included a multiproduct discount. The change of service was accepted by ************** via text message on April 22, 2023.
  
  On May 2, 2023, under the Xfinity 30-Day Money Back Guarantee, ************** downgrade to Gigabit Internet only with Xfinity Flex streaming TV, which includes a multiproduct discount. The account was unable to revert to the previous promotional offer for Gigabit Internet with a contractual discount that was accepted on August 4, 2022, with a contractual rate effective August 8, 2022 through August 3, 2023. The previous offer included three months remaining for the promotional offer when the account was transitioned into the retail rate on May 2, 2023.
  
  On May 30, 2023, a credit was applied to the account to cover the difference in price. The credit was reflected on the June 1, 2023 billing statement. On May 31, 2023, I issued two deferred billing credits to address the remaining price difference. The credits will be applied on June 30, 2023 and July 31, 2023. The credits will be reflected on the July 1, 2023 and August 1, 2023 billing statement.
  
  I explained to ************** that for customers exercising the Xfinity 30-Day Money Back Guarantee for a recent service change: the 30-Day Money Back Guarantee only covers the charges for the services that were changed. If your previous promotion, services or package are no longer available, we will assist you in finding comparable promotions, services or packages that best meet your interests and budget.
  
  I apologized for any inconvenience that may 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 at ********************************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations 

  Customer Answer

  Date: 06/05/2023

  [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: ********
  
  I am rejecting this response because:

  The story is being modified by the provider:

  Xfinity state: On June 1, 2023, I communicated with *********************** regarding a billing concern. Our records reflect that on April 22, 2023, ************** added ********* with a TV Box via web order at the standard retail rates. On April 22, 2023, ************** then accepted ********** and Gigabit Internet which included a multiproduct discount. The change of service was accepted by ************** via text message on April 22, 2023.

  Response Client (me): I called to test their ********* and NOT to modify my existing Gigabit Internet plan.  The Xfinity Agent confirmed this was possible and I could cancel anytime.  I accepted via text message, but their message and their agent did not to mention that I would lose the benefits of the existing plan and I would not be able to go back.  That was not the service I requested.

  Xfinity stated: On May 2, 2023, under the Xfinity 30-Day Money Back Guarantee, ************** downgrade to Gigabit Internet only with Xfinity Flex streaming TV, which includes a multiproduct discount. The account was unable to revert to the previous promotional offer for Gigabit Internet with a contractual discount that was accepted on August 4, 2022, with a contractual rate effective August 8, 2022 through August 3, 2023. The previous offer included three months remaining for the promotional offer when the account was transitioned into the retail rate on May 2, 2023.

  Response to Xfinity by Client (me):   Incorrect description of events.  I never requested to downgrade Gigabit Internet, this was done by your agent as a second error to my account.  I requested to remove the ********* service and the Xfinity agent messed my account. I had to spend over two hours of phone time dealing with this second error.   Please check the audio recording, your second agent did not do their work correctly once more.  I did received your now traditional text, but it failed to disclose I was losing bandwidth and discount credits.
  

  Xfinity stated: On May 30, 2023, a credit was applied to the account to cover the difference in price. The credit was reflected on the June 1, 2023 billing statement. On May 31, 2023, I issued two deferred billing credits to address the remaining price difference. The credits will be applied on June 30, 2023 and July 31, 2023. The credits will be reflected on the July 1, 2023 and August 1, 2023 billing statement.

  Response to Xfinity by Client (me): Thank you for the credit and adjusting my account this was a painfully long process, i wish I did not have to involve BBB to have you solve the issues your own employees created on my account.

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

• Initial Complaint

  Date:05/22/2023

  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.

  Was contacted by an Xfinity mobile rep April 3 attempting to switch my service over from ******** I agreed to give it a try. Rep informed me that first 30 days were free. However on April 4 I decided to stay with ******* after speaking with my ******* rep and begin the process of porting my number back to ******** Port was not completed fully until April 11, bill with Xfinity mobile only be $50 per month now Xfinity mobile is attempting to charge me $25 for service that I did not use and refuses to waive it even though service was never fully activated. want people to be aware that this is a sneaky tactic by Xfinity mobile. I am also I have also been a long time customer With Xfinity for Internet and now I’m considering canceling that because they are also charging me $130 for service.

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*************************
  Portland, OR *****
  
  Case Number:********
  Date of NoticeMay 22, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I was able to speak to **************** on May 23, 2023, regarding his Xfinity Mobile concerns. Our records indicate on March 27, 2023, **************** started service with Xfinity Mobile with one line of service on the unlimited data option. **************** was sent a Sim Card to use in his own device and the line was activated on April 2, 2023. On April 11, 2023, **************** transferred his number to another carrier and cancelled his service with Xfinity Mobile. Xfinity Mobile billed **************** for service from April 2, 2023, to April 11, 2023, at a prorated amount for unlimited data.  
  
  Xfinity Mobile service is not free for the first month, Xfinity Mobile apologized to **************** for any miscommunication in this regard. Additionally, on May 24, 2023, a courtesy credit has been applied to ******************** account to offset the charges incurred for his May 1, 2023, bill invoice.
  
  On May 31, 2023, a representative with our residential team spoke with **************** about his concerns with the recent changes to his internet package. It was confirmed that **************** is subscribed to the Fast Internet package that includes a rental gateway and a Xfinity Flex box. ******************** 12-month promotional agreement took effect on May 30, 2023, and will end on June 8, ****, at which time regular rate will be applied. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely, 
  
  **************
  XM Executive Resolutions
  

• Initial Complaint

  Date:05/17/2023

  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.

  My wife and i have been with comcast for 20 years. It is very difficult to get a rep on the phone so we dread every time we need to do it. Over the course of the last 12 months our bill has constanly been going up. It has ballooned to over 300.00 per month now. I made a call today and was on the phone for over and hour. Spoke with 2 different reps that refused to help. Anything they offered was considerably more money then what we are already paying. They were both very rude to me. I do not think that its fair as a consumer to be forced to a different provider to get a reasonable bill. I have shown loyalty to them over the years but now they refuse to do the same. As a customer that has been with them as long as my wife and i have been i would like a little respect when i make this dreaded phone call.

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  

  Re:*******************
  *****************
  Halethorpe, MD *****
  

  Case Number:********
  Date of Notice:May 17, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to Better Business Bureau 
  by ********************
  
  On May 18, 2023, I spoke with **************** on behalf of *********************** regarding Xfinity service. Our records indicate **************** is subscribed to a Super Double Play. ******************** service includes Limited Basic, Expanded Basic (Kids and Family, Entertainment, Sports and News), Digital Premier Tier, High Definition (HD), 20 Hour Digital Video Recorder (DVR) Service, Streampix, Blast! Internet, ********, Standard  HD Plan. The Gigabit speed increase, ***** Premium channel, and ******* Premium Upgrade are also part of the service. I explained effective November 15, 2022, Comcasts offers changed and bundled package like the Super Double Play are no longer available and cannot be reduced. 
  
  After reviewing options, **************** selected a 24-month *********** and Gigabit package effective of  May 19, 2023, expiring June 14, 2024. On June 15, 2024, the rate will increase expiring June 14, 2025, after which time retail rates will apply. Equipment, taxes and fees are not included in the offer and are subject to change with or without notice. As a courtesy, I applied a credit to the account on May 18, 2023, that will reflect on the June 4, 2023, billing statement.
  
  On May 19, 2023, I spoke with **************** who realized the Premium channels, *** **** ********* and *** were no longer part of the package. After reviewing consent, I realized I removed the Premier package tier in error. On May 19, 2023, the Premium package containing *** **** ********* ***, ***+, Digital Video Recorder (DVR) service and ******* was added to the account effective May 19, 2023, expiring June 14, 2024, after which time retail rates will apply. Equipment, taxes and fees are not included in the offer and are subject to change with or without notice. As a courtesy, I applied an additional credit to the account on May 19, 2023, that will reflect on the June 4, 2023, billing statement. I apologize for any inconvenience that may 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 at **************.
  
  Sincerely,
  
  **************
  Executive Customer Relations