Complaints

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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, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  5755 W Maple Rd Ste 121 W Bloomfield, MI 48322-4415

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:03/27/2023

  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.

  Summary: Despite both confirmed service cancellation at the conclusion of Feb 2023 *AND* my removal of auto-pay option and payment methods in my Comcast online account, Comcast has proceeded to continue charging monthly service fees to my credit card, including today, Mar 27, 2023. #### Details: We have had home internet service with Comcast at various residences across ~10 years. Due to repeated issues with connectivity and difficulty with getting known outdoor relay equipment addressed, on Feb 17, 2023, I canceled our home internet services with them, effective Feb 28, 2023, via online support chat. I was assured that that would be all I have to do, and I received automated email confirmation of my cancellation request and final service date. The chat agent provided me with confirmation ID ****************. (Comcast provides no customer-facing access to support tickets nor the option to download chat transcripts for record keeping, which I think is a terribly evasive and untrustworthy practice, but I copy and paste and chat conversations for my own paper trail management). On March 3, 2023, I received a notification that my monthly bill for March was ready to be viewed. I again reached out via chat to address this issue. I had to go through 3 chat agents and repeat my need to cancel service and cease all billing before someone understood my issue properly and could offer me (what I thought was) effective help. The "resolving" agent provided the following explanation: ####
  [Me:] Why were my services not cancelled previously? That time I also received a confirmation number and multiple emails. I want to know this will not happen again.
  [Agent:] I really apologize for this. I am assuring you this that it will not happen again and your services have already cancelled successfully.
  [Me:] Please explain why my services did not conclude as confirmed previously
  [Agent:] AS there is some system automated error due to which it is not happed
  [Me:] So this could happen again.
  [Agent:] But Now it is successfully cancelled
  [Me:] So service is completely cancelled now?
  [Agent:] Please be rest assured it will not be happen again. ####
  
  Once again, the agent provided me a confirmation number (****************), and once again, I received the automated "We received your cancellation request" email notification with the same agreed last date of service. At this time, in my Xfinity account, I removed all autopay methods to ensure that, even if there was again an erroneous contiuing bill on my account, I would not be charged.
  
  Lo and behold, today, March 27, 2023, I have been CHARGED via my credit card (previously removed from my account WEEKS AGO) $44.35 for services. Continuing issues with my account persisting in billable services is one (very stupid) thing, but breaking trust on the supposed expunging of my credit card information to continue charging it is unconscionable.
  
  I am making this report to not only *hopefully* ensure the final correction of this ongoing issue on my own account, but to raise awareness that Comcast Xfinity appears to not be managing payment data in a trustworthy or secure manner such that even removed payment methods can continue to be charged (regardless of whether or not services associated with those charges remain active).

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***** *****
         ***** ******* ****
         Bloomington, MN *****
  
  Case Number:  ********
  Date of Notice: March 27, 2023
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ***** regarding Xfinity service.
  
  The early termination fee that was applied on March 4, 2023, was valid because records show that on August 4, 2022, *** ***** accepted a promotion for the Connect More Internet for a promotional price with a term agreement for 12-months, autopay and paperless billing monthly discount. The promotion and the agreement started on August 4, 2022, and was effective through August 4, 2023. On February 17, 2023, an order to disconnect the service was created with a completion date of February 28, 2023, and a stop billing date of February 28, 2023. 
  
  On February 17, 2023, *** ***** had a chat with a representative, the representative created the disconnect order, which was completed on March 3, 2023, with a backdated billing date of February 28, 2023. The representative did not mention to *** ***** that there was going to be an early termination fee. On March 31, 2023, I sent the necessary feedback to the vendor.
  
  Records show that on April 5, 2023, *** ***** disabled the autopay, but there is no record to indicate that he disabled or requested to disable the autopay prior to April 5, 2023. 
  
  On March 29, 2023, I reversed the early termination fee, as a courtesy. The credit reflected on the April 4, 2023, billing statement. 
  
  On April 6, 2023, I emailed *** ***** to let him know that the refunds were processed on April 4, 2023, and should be going back to his credit card in two separate refund amounts. On April 6, 2023, I received an email from *** *****, confirming that he received the refund back to his credit card. 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: 04/07/2023

  [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:

  There are statements that create an inaccurate impression of the facts here.

  Yes, I received my money back. However, the record should correctly state:

  1. Regarding my chat with support, the representative did not simply fail to mention I would be charged a disconnection fee. I asked directly and explicitly if there would be any charges or fees associated with my service cancellation, and was told directly there would not be. This is not a matter of ME consciously neglecting to abide by any agreements.

  2. After ANOTHER chat with support on March 3, 2023, following my initial cancellation and the surprising receipt of a bill for a subsequent month of services, in a proactive effort to prevent Comcast from further erroneous charges to my credit card, I removed my payment details and turned off autopay. I specifically remember doing this because it prompted an ironic notice that I would not be receiving an autopay discount on future billings, which made me laugh since I had already cancelled. That Comcast cannot see any evidence of this in addition to the fact that my payment information was not only retained but then still CHARGED is extremely concerning.

  In all, since I first gave notice of cancellation, this has taken nearly 2 months to resolve. They had no problem immediately charging me the fees I was told I would not be charged for, yet required 30 days before they could process a refund and return that money to me. (And this does not include the service issues I had previous to this that were not properly addressed and led to my cancellation to begin with.)

  I don't expect or desire any further compensatory response or engagement from Comcast. I just want the record here to be accurate.

  I will next undertake to have all my data with Comcast expunged per their instructions. I can only hope that will be properly honored and completed.

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

• Initial Complaint

  Date:03/24/2023

  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.

  On February 3, 2023, I contacted Comcast via text checking on prices as my one year internet contract was expiring. Without going into too many details, I texted with Nausheen who quoted me $70.00 plus tax. I confirmed with her at least twice about the price ensuring it was the correct price. It was $10.00 more than I was originally paying, but with discounts she mentioned, it was the best price I could receive, or at least that is what I thought. When I received my bill, the actual price was $95.00, $25.00 more than she quoted. I contacted Comcast's customer service and they would not help me. They just kept telling me what offers they currently had and a $70.00 one was not offered. I contacted their corporate office and was in touch with ***** (Executive Customer Relations). She basically told me the same thing. I really didn't care what they offered, I wanted what was offered to me which was a $70.00/month plan. ***** gave me $150.00 credit which was half of what was quoted to me (annual difference in pricing). She never acknowledged the error or responded to my question as why I did not get the full $300.00 ($25.00 x 12=$300.00). Having dealt with them in the past, I knew they could not give me a $70.00 plan since they did not have one, so a credit would have been acceptable. I have attached two photos of the misquote and have more photos of the entire text conversation if needed. Receiving only half of what is owed to me is not acceptable. This is the third time Comcast has misquoted me and I am just frustrated with this billion dollar company stepping on us little guys! They need to honor the quote I received on February 3 by Nausheen. Thank you.

  Business Response

  Date: 04/10/2023

  
  April 10, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re: ******* ********
  *** ********* ****** ****
  Healdsburg, CA *****
  
  Case Number:        ********
  Date of Notice:       March 24, 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 March 28, 2023, I communicated via email with *** ******** and confirmed she is currently subscribed to a 12-month agreement for the Gigabit package, which includes: Gigabit internet service. *** ******** also has xFi Complete at an additional cost. Additional services and modems are not included in the package price. This package was effective February 3, 2023, and will expire on February 3, 2024, at which time, retail rates will apply. *** ******** consented to this agreement via text message. Please be advised the billing on this account was accurate at that time. We do not offer the previous grandfathered plan that included Extreme Pro+ internet, due to this plan has been retired and is unavailable. 
  
  The Agreement includes information that by enrolling Paperless Billing and Automatic Payments with the customer’s credit or debit card, they will receive an discount.  If customers enroll in Paperless Billing and Automatic Payments with their checking account, the discount amount is larger. 
  
  Our records indicate that a credit was applied on February 3, 2023 and this credit reflected on the February 25, 2023, billing statement.  Our records indicate that a courtesy credit for the customer service experience was applied on March 10, 2023, and this credit reflected on the March 20, 2023, billing statement. 
  
  *** ******** was offered the above plan and misunderstood the pricing and is requesting full credit for the misunderstood amount. As a result, the credit request is unjustified and has been respectfully denied. 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 
  

  Customer Answer

  Date: 04/11/2023

  [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:

  As mentioned in my original complaint, I was given the wrong price for an internet package. I did not misunderstand the pricing, I was given the wrong price by ********. She told me four times the price would be $70.00; I included the attachments with the price I was quoted in my previous complaint. I have tried to attach them again but, unfortunately, I am unable to proceed with the attachments. Please let me know if you need them again. I wanted to confirm the price with ******** and make sure I had proof as this is not the first time Comcast has misquoted me and not honored the price I was offered. Janet, from Comcast, never acknowledged the customer agent's error, but did offer me a partial credit to my account. Why would she do that if I misunderstood? I did not misunderstand; the quote I received was wrong and she is not willing to give me the difference in the pricing. Honestly, I am not sure how much proof I can offer than the photos of the quote I was given. I had to take photos of the chat as they never mailed me the chat as promised. This multi-billion corporation is taking advantage of me and many customers. I just want the rate I was quoted to be honored and obviously they are not willing to do this. 
  
  Thank you. I appreciate you taking my complaint under consideration as I am very frustrated and unhappy with the customer service I have received from Comcast.
  
  Regards,
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/23/2023

  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.

  Comcast will not answer the phone and thus, we are unable to get the problem resolved. We have tried multiple times to call them in order to get our cable box activated. When we call, the call goes to a standard menu which keeps telling us that they will send a signal to activate the box. The box doesn't activate and then we call back and get the same menu. We cannot find any way to get to a human being to explain our issue. This has been going on for about 24 hours now. We don't know what to do! We are paying $10 a month for this box and we cannot use it.This is unacceptable for any business!!

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re:    ***** ****
           **** ******* **** **
           Marietta, GA *****
  
           Case Number: ********
           Date of Notice: March 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 March 24, 2023, I spoke with ************ regarding her service concerns. Our records indicate on March 22, 2023, ************ visited her local service center to replace a TV Box. Account details indicate the representative inadvertently replaced the TV Box with a Digital Transitional Adapter. I offered to schedule a service appointment or mail a TV Box however ************ declined and stated she will visit her local service center to replace the box. 
  
  On March 24, 2023, a billing adjustment was applied to **. ***** account. The credit will reflect on the billing statement dated April 16, 2023. ************ was provided my direct contact number should she require additional assistance. 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:03/23/2023

  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.

  Problems with Comcast/Xfinity over the yrs, this ranks among the worst. Ive called for months to find out why my bill is higher lately getting someone who doesn't speak or hear well, after the automated interrogation. Yesterday I spoke with **** around 1:15pm CDT he advised there was a price increase Jan 2023. Advised on fixed income and barely paying $174 monthly; new rate $188! He hurriedly offered me a "discount" to be $177 and texted me a contract to sign. I asked him as I viewed the link about certain features and he boldly and quickly said to overlook, I was getting "everything" I already have. Reluctantly I signed believing . LIES!!!! Not only was the new package inferior,I lost a some of my FAVORITE channels including ****, ***, ***, +++! Suddenly my DVR lost Over 50 saved movies!Erased ! Some yrs old! I'm an avid TV watcher old movie buff losing precious stored ORIGINAL favorites, Sinbad journeys, Ape series, ******** 1, II, **** ** ******, old westerns.Internet crawling. DVR now only 1/5!! It stinks **** assured me Id lose nothing. A CS rep recklessly overlooks my plea for help and I get beat down, handled in a condescending manner. Today I spent 1hour around 11am CDT with loyalty rep"Mo"! He nice but also in a hurry. He spent 35-45 minutes he claimed taking care of me getting all the channels I'd lost and getting my DVR back to 150hrs. Then he stated I'd only be paying an addl $7.00 a month b/c now the plan I was switched from was an "OLD plan" and to get the channels and to re-upgrade my DVR I would have to go to this plan!!! Can you believe that! After one hour thats would I had agreed to, an increase on top of the increase Id already gotten this year!! All was supposed to be restored in 20minutes. That didn't happen and I called back and spoke to ZEN in tech support. 38 later and some of the 160 channels were not working and critically my DVR storage is sill 1/5 of what it should be. Comcast/Xfinity fix this right, right NOW!

  Business Response

  Date: 03/30/2023

  March 30, 2023
  
  BBB of Metro Washington DC
  & Eastern Pennsylvania
  1880 John F. Kennedy
  Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ******* ********
              **** *** ***** ***** 
              Houston TX *****
  
              Case Number:                ********
              Date of Notice:               March
  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.
  
  Our records indicate that
  on March 22, 2023, *** ******** approve a work order for the Popular TV +
  Super-Fast internet package, resulting in the loss of regular channels and the
  reduction of his DVR storage capacity from 150 to 20 hrs. which caused the loss
  of his recordings.
  
  I spoke with *** ********
  on March 24, 2023, during our conversation he accepted a new promotional rate
  for the Ultimate + Gigabit package with a 12-month term agreement. The package
  includes Ultimate tv channel line-up, Internet for up 1000Mbps. Equipment,
  taxes, and fees are not included. The term agreement was effective on March 24,
  2023, and will expire on March 24, 2024, the promotional rate was effective on
  March 24, 2023, and will expire on April 18, 2023. Additionally, *** ********
  added extra storage capacity for his DVR for up to 150 hrs. A discount for 12
  months was applied to his account effective March 24, 2023 through March 23,
  2024; ********, ***** and ******* were added at no cost to *** ******** for 12
  months; the Sports Entertainment package was also added at no cost for 24
  months.
  
  During the conversation
  with *** ********, I explained that recently deleted recording may be recovered
  in the following path: Xfinity button (remote control) > Saved >
  Recordings > Recently Deleted > Select deleted program to recover and press
  OK. Also, some of the deleted shows may be available on VOD.
  
  A courtesy credit was
  applied to the account on March 22, 2023. An additional courtesy credit was
  applied to the account on March 23, 2023. The credits will reflect on the April
  19, 2023 billing statement.
  
  I also provided *** ******** with additional information to set the expectation regarding our
  yearly price adjustment and how that helps us to continue to provide a superior
  customer experience to maximize the value of his services. 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 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: 04/01/2023

  [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:
  
  
  
  ** ***** ** evidently
  has not had the opportunity to listen to the call with rep who destroyed my
  files.  I have called ** * back several times this past week with no
  response.  So many of the precious movies I had CANNOT be restored. 
  I do appreciate ** *'s effort thus far but we need to further communicate to
  resolve. I have made four trips to the local Xfinity stores to get the additional
  replacement boxes, two boxes I paid full $9 per extra box for years but only
  had two adapters which only supplied local channels in my bedroom and games room
  for YEARS.  The local store CS people are rushy and rude, I cant make this
  up.  I will discuss more with ***** * whenever he returns my call.
  

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

  Business Response

  Date: 04/12/2023

  April 12, 2023 
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ******* ********
         **** *** ***** ***** 
         Houston, TX *****
  
  Case Number:   ********
  Date of Notice:  April 6, 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 records indicate that on March 22, 2023, *** ******** approved a work order for the Popular TV + Super-Fast Internet package, resulting in the loss of regular channels and the reduction of his DVR storage capacity from 150 to 20 hours, which caused the loss of his recordings. 
  
  I spoke with *** ******** on March 24, 2023, regarding his concern. During our conversation, he accepted a new promotional rate for the Ultimate TV + Gigabit Internet package with a 12-month term agreement. The package includes Ultimate TV channel line-up, Internet for up to 1000 Mbps. Equipment, taxes, and fees are not included in the package pricing. The term agreement was effective on March 24, 2023, and will expire on March 24, 2024. The promotional rate was effective on March 24, 2023, and will expire on April 18, 2024. At the conclusion of the promotion, standard retail rates will apply.
  
  Additionally, on March 24, 2023, *** ******** added extra storage capacity for his DVR for up to 150 hrs. A discount for 12 months was applied to his account effective March 24, 2023, ********, *****, and ******* were added at no cost to *** ******** for 12 months, and the Sports Entertainment package was also added at no cost for 24 months.
  
  Additionally, recently deleted recording may be recovered in the following path: Xfinity button (remote control) > Saved > Recordings > Recently Deleted > Select deleted program to recover and press OK. Also, I communicated that a portion of the deleted shows may be available on Video On-Demand (VOD).
  
  I spoke with *** ******** in a follow-up call on April 6, 2023. Our records indicate that credits were applied to the account on March 22, 2023, March 23, 2023, and on March 29, 2023, to compensate for billing-related concerns. During our conversation, *** ******** accepted an additional one-time courtesy credit, which was applied on April 6, 2023. The credits will reflect on his April 19, 2023, billing statement. 
  
  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 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: 04/14/2023

  [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: I will consider this after and only after I get my next billing statement. Ive been misled and told untruths before.
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:03/22/2023

  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.

  Hello, I filed a BBB complaint regarding order number: ******************* that was placed on 4/15/22 for two cell phones. Customer number: *********. Issue was I cancelled service within proper time period to avoid fees, however, due to errors on Xfinity's end, they were consistently unable to send me the appropriate return labels and consequently began auto-deducting for their cellular service, despite phones remaining inactive/unopened in their original boxes.Since the original BBB complaint filing, Xfinity did finally send the return labels. Phones were returned and Xfinity acknowleged recieving them. However, I cannot make contact with anyone who can assist in processing refund for months of service charged, which I was told would be credited back - and fees continue to be withdrawn. I get transferred until i'm dropped, leave vm's that are not returned and the one person who had been emailing faded away. This will be going on one year. Please assist.Thank you in advance.***********************************

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:      ********* ********
              ***** ***** ****** *
              Chicago, IL ***** 
  

              Case Number:               ********
              Date of Notice:             March 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.
  
  On April 15, 2022, ******************** purchased two ******** One 5G Ace, 64 GB devices. The devices shipped on April 15, 2022, and were delivered to the service address on file on April 19, 2022. Our records indicate ******************** began calling Xfinity on April 28, 2022, while still within the 14-day window to return the devices. Several requests for a return label were submitted; however, they were denied due to the request not being submitted correctly by the Xfinity specialists.
  
  Due to the error being submitted on our end, on December 5, 2022, I had a return label sent to the email address on file. On December 14, 2022, ******************** sent an email explaining she received the return label and has sent the devices back and requested the next steps. On December 15, 2022, I sent ******************** an email explaining I would need to speak with her first to authenticate the account before we can move further with the next steps. ******************** did not reply, and the case was closed.
  
  On April 14, 2023, I spoke with ********************, and confirmed the devices are in the warehouse and were graded in good condition. We confirmed the refund amount to be provided to her. I explained due to system limitations, I would be able to issue two of the refunds manually back to the card ending in **** and the remaining balance would have to be in the form of a check. I explained once the check is approved, it can take 30 business days for her to receive it via mail.On April 16, 2023, the refunds to the card ending in ****were successful and should reflect in the account in 3 to 5 business days. On April 18, 2023, I requested a refund check for the remaining amount to be sent to the service address on file. On April 18, 2023, I sent ******************** an email reiterating the above information and explaining once I have the final approval with the check confirmation number, I will provide it to her. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required. Should you have any questions or need additional information, please contact me at *******************************.
  
  Sincerely,
  
  Desire S.
  XM Executive Resolutions

• Initial Complaint

  Date:03/21/2023

  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 trying to purchase a new cell phone through Xfinity mobile which is a partner of Comcast but have not been able to do the issues with their system saying that my date of birth and social security number are wrong I have been trying to correct this issue for over 2 months but no one at this company seems to be able to fix this issue for me plus I'm going to not be able to get the $100 **** gift card that I was supposed to get after purchasing this new phone

  Business Response

  Date: 04/10/2023

  April
  10, 2023
  
  BBB
  of Metro Washington DC & Eastern Pennsylvania
  1880
  John F. Kennedy Boulevard, Suite 1330
  Philadelphia,
  PA 19103
  
  Re:       ******* *****
  *** **** ****** **
  Wyoming,
  MI *****
  
                Case Number:                    ********
                Date of Notice:             March 31, 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 March 28, 2023, I spoke *** ***** with regarding his Xfinity Mobile concerns. Our records confirm that *** *****’s account has been flagged to prevent the purchase of new service(s). We
  have reviewed his request to restore his account’s ability to purchase a new
  device. However, this request has been denied. Furthermore, *** ***** would not
  be eligible for any promotional offers associated with the purchase of a device
  since, he is ineligible to purchase devices from Xfinity Mobile. I apologized
  for any inconvenience this may have caused while attempting to resolve this
  matter.
  
  Should you have any questions or need additional
  information, please contact me at (**** ******** Extension ***-****.
  
  Sincerely,
  
  ******** **
  Xfinity
  Mobile Executive Resolutions
  

  Customer Answer

  Date: 04/10/2023

  [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] my account is fixed but they still owe me the 100 visa gift card 
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:03/21/2023

  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.

  Comcast has been overcharging me since Sept'22. They have acknowledged the problem and promised to send a refund check and reset the monthly invoicing to the correct amount in January'23, but nothing has been done yet. I have been on calls with them at least 4 times now and each spanning 1-2hrs.
  Every call I get on, again it starts all over again - "What's the problem", "We don't have access to the last conversation".
  Attaching a full chat transcript with a live agent on 11th Jan with a summary of agreed upon resolution. (which never was implemented or enforced).

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***** ******
  ** ****** ***** 
  San Rafael CA *****
  
  Case Number:********
  Date of Notice:March 21, 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 records indicate that on May 2, 2023, *** ****** accepted a promotional rate for his Super-Fast Internet service that included a multi-product discount if a new Xfinity Mobile (XM) line was activated within 90 days of his order. On May 13, 2023, *** ****** activated a new XM line, and the multi-product discount began the next day. The end of the promotional discount was May 13, 2024. However, on July 30, 2022, *** ****** disconnected his XM services. As a result, the XM discount was removed from the account on August 11, 2022. On September 17, 2022, our front-line customer service team informed *** ****** about the loss of his XM discount. 
  
  On October 7, 2023, *** ****** reactivated his Xfinity Mobile services. However, his residential account was no longer eligible for the XM discount. I communicated with *** ****** regarding these concerns between March 22, 2023 and April 5, 2023. To resolve this matter, a one-time courtesy credit and a 12-month discount were offered to *** ******, which he declined.
  
  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 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: 04/06/2023

  [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:

  
  6th April’23
  
  I’m not at all in agreement with *****’s analysis. ***** has chosen to work in isolation without any consultation or investigation within Comcast. He often has been thrusting his power, by saying I'm the final decision maker, you don't have any other options. Basically saying "my way or highway”. 
  
  Issue #1:
  The one and only reason for me to reactivate the mobile service was to avail a similar discount (if not the same) which I lost when I discontinued in the month of July/Aug’22. In Aug/Sept’22 when I realized my total monthly spend with Comcast is lot more without mobile service, I reached out to them. Initial few calls, they couldn’t offer any good options. Finally, a customer rep reached out to me with a plan which was a bit favorable. So signed up and agreed upon two invoices:
  i.      $65-70 for home+internet 
  ii.     $15-20 mobile service
  
  The total monthly for me would ~$90. (The range is because for some reason their system doesn’t calculate all the taxes and fees when estimating an invoice)
  
  NOTE: My mobile plan is almost never used, which Comcast can easily validate.  It’s only to avail the discount. 
  
  Since I signed up, they have been incorrectly charging, ~$93 + ~$16 = $109-110. 
  
  At the least, Comcast owes me:
  i.      Overcharges refund = ~$19*6months = $114
  ii.     Correcting my monthly charges henceforth.
  
  Issue #2:
  In the month of Oct/Nov’22, talked to a supervisor who agreed there’s a problem with the billing, and committed to sort it out by reviewing the voice recordings. Never reached back. 
  Now ***** tells me:  sorry, we don’t save voice recordings for more than a month, so we cannot go back and review. 
  Question is, did that supervisor do his job when the recordings were all available? If he did, where’s the report?
  
  Issue #3:
  The chat with a Comcast rep (attached before), clearly showcases that the agent is in agreement with the problem and so tried to fix it. As you can see, yet again the agent agrees there’s a problem after long discussions, but no action on a resolution.
  When the agent committed to resetting the pricing for home+internet and sending a refund check for the overcharges, was Comcast lying? Where is that check?
  
  Issue#4
  I have spent about 9-11hrs with customer reps. It’s been a drain! Need to be compensated.
  
  Regards,
  ***** ******

• Initial Complaint

  Date:03/21/2023

  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.

  On Tuesday, March 14, 2023, I spoke with Xfinity mobile to discuss adding a line. During the process I was informed that if I added the line, my bill would change such that all lines would be billed at $20/month each, for a total of $120/month for all 6 lines (5 existing, 1 additional). I confirmed this explicitly with the agent. I proceeded with the changes. After activating the new line and waiting a few days I reviewed my bill for the current cycle and it wasn't clear that it was matching what I had been told. I reached out to a chat agent this morning (March 21, 2023) and explained the situation. They explained that I had been provided misinformation and that the total bill would be significantly higher because each line is priced separately as the number of lines increases. I indicated this might be a problem and that I was concerned, however the agent did nothing more than apologize for the misinformation I had been given by the agent last week. This is particularly concerning because the order included a promotional offer that involved a 24 month commitment.
  
  I made a financial decision based on the information the agent gave me during the ordering process. To later find out the information was incorrect is concerning. I understand mistakes happen, but I expect a business to to make it right when a mistake is discovered.

  Business Response

  Date: 03/24/2023

  March
  24, 2023
  BBB of Metro Washington DC
  & Eastern Pennsylvania
  1880 John F. Kennedy Blvd.,
  Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** ********
              **** ** ***** ******
              Camas, WA *****
  
              Case Number:                      ********
              Date
  of Notice:             March 21, 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 March 22, 2023, I spoke
  with *** ******** and confirmed he currently has
  six lines of mobile service, each with the Unlimited Intro data plans. I
  explained that with the multiple lines of service the first four lines are
  billed at $30.00 each and then the additional lines would each be $20.00 for
  the unlimited data plan charge. I referred *** ******** to the details
  explained and posted within the website. *** ******** was also advised that he
  does have the option to change data plan options within his billing cycle,
  including the shared data plan option, to better fit his needs. 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 (**** ********, Extension *******.
  
  Sincerely,
  
  **** **
  XM Executive Resolutions
  

  Customer Answer

  Date: 03/24/2023

  [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:
  
  
  

  Do you notice in the response there was no mention of the mistake they made? It was the same on the phone call. I received the call and she immediately began to explain how I might use their service differently. It was useful information, and I appreciate the info (and maybe they should consider training their agents to do the same). She was very polite, helpful, and informative, and I'm grateful for that much. However, there was no mention of their mistake that triggered this complaint.

  Considering this, in effect, the business did nothing to address the complaint. Even if they had just admitted what happened, it would have at least been something in response to the complaint, but instead they chose to completely ignore it.

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

• Initial Complaint

  Date:03/21/2023

  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.

  This transaction was reported to me by ***************** ********. (shown in download)Xfinity Mobile claims I owe them $186.21. I do not owe this money as shown by their own documentation which is shown in the downloaded attached document.My account number is ************.

  Customer Answer

  Date: 03/23/2023

  This transaction was reported to me by ***************** ********.
  (shown in download) Xfinity Mobile claims I owe them $186.21. I do not owe this money as shown by their own documentation which is shown in the downloaded attached document.

  Business Response

  Date: 04/06/2023

  April 6, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ****** ***** 
  **** ******** ****
  Chilhowie, VA *****
   
  Case Number:********
  Date of Notice: March 21, 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 records indicate ************** started service with Xfinity Mobile on May 31, 2018, with two lines of service on the By the the Gig data plan. On September 28, 2022, ************** requested to cancel his service, however, due to a system issue, the service was not cancelled, and ************** continued to be billed. ************** contacted Xfinity Mobile again on December 27, 2022, to request to cancel his service. On December 27, 2022, all lines of service were cancelled on ************** account. 
  
  ************** was billed for the November 4, 2022, bill invoice, which was paid on November 24, 2022. ************** was also billed for the December 4, 2022, bill invoice, and January 4, 2023, bill invoice, as well as a late fee, which were not paid. On February 27, 2023, the account was sent to collections for non-pay. 
  
  On March 23, 2023, I spoke to ************** regarding his Xfinity Mobile concerns. I advised ************** due to there being no usage on the account and the error of not cancelling the lines when requested, I will process a refund for his November 24, 2022, payment, which he can expect in 3 to 5 business days. ************** was advised a credit the full balance will be applied. In addition, I will notify the collection agency the charges are invalid and have been removed, and request that any collection marks on ************** credit for this debt be removed. ************** was advised to allow 30 days his credit report to be updated. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************. 
   
  Sincerely, 
  
  **************
  XM Executive Resolutions
  

• Initial Complaint

  Date:03/19/2023

  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.

  We had Comcast/Xfinity for our cable and internet. We chose to cancel due to the increase we were to receive and went with streaming. We called to cancel on 8:44am on 3/6/2023 and spoke with *******. We were informed that we need to return all of the Xfinity equipment which included the boxes and remotes. We were informed we can take it to **** I took 3 boxes and 4 remote to *** the next day. We then received a full bill of $209.58 on 3/12. We called Xfinity and spoke with ****** at 6:12pm on the same day. She informed us that the reason we were charged is because our "autopay" was not turned off on 3/6 and we would receive the full credit after it was processed. She said it was in the "pending" status. My wife checked our account on 3/19 and since we still did not receive any credit, she called Xfinity. We were told that we would only receive $87.80 since the new billing cycle started 2/20. So we were misinformed on 3/6 and 3/12 about everything about our account. Our reference number is *************. Thank you, **.

  Business Response

  Date: 04/04/2023

  April 4, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*******************
  *******************************************
  Round Lake, IL *****
  
  Case Number:********
  Date of Notice:March 19, 2023
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************, an authorized user on the account, regarding ********************** service.
  
  On March 20, 2023, I spoke with ********** regarding a billing explanation. Our records indicate the billing statement dated February 16, 2023, generated for services billed from February 20, 2023, through March 19, 2023.
  
  A voluntary disconnection of the account was entered on March 6, 2023, with a completion date of March 12, 2023. On March 12, 2023, a payment was processed for the balance to the account due to enrollment in automatic payment. I verified the payment was authorized due to enrollment in automatic payment. 
  
  On March 12, 2023, the account holder contacted customer service and was advised the payment processed prior to the disconnection of the account being completed and the account was enrolled in automatic payment. The representative inadvertently misadvised the account holder the account would update within 24 hours and the refund would be received by March 17, 2023.
  
  The account disconnected leaving a credit balance for services billed to March 7, 2023.The credit balance was reflected on the billing statement dated March 12, 2023. On March 23, 2023, a refund was submitted to refund the credit balance back to the credit card on file. On March 29, 2023, a courtesy credit was applied to the account. A request was submitted to refund the amount of the credit applied back to the credit card on file which will be received within 3-5 business days. The refund will be received by April 5, 2023. On March 29, 2023, an email was sent to ********** to advise him of the above information. I will follow up with ********** to ensure both refunds were received. 
  
  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 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: 04/13/2023

  [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:
  
  
  
  

  Dear *** ******* *******,

  You did not receive a response to confirm this complaint has been resolved since I was not aware that I was to respond to my complaint.   Comcast called me about two weeks after I enlisted a complaint but they did not resolve.  

  
  
  Regards,
  
  
  ****** ***