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

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:02/20/2023

  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.

  During my promotional period, Comcast decided to raise my rates, claiming its not a raise in my service prices, but it fees and taxes on the boxes. Boxes they aready bought and paid for. The increase is $11.86 per month.

  Business Response

  Date: 02/24/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  ************************
  ***** **********
  ******* ** *****
  
  **** ***************
  **** ** *************** *** ****
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On February 21, 2023, I spoke with ************** regarding a billing concern. Our records indicate on May 12, 2021 the account was enrolled into a 24-month promotional agreement for the Gigabit Internet and *********** services. The agreement is effective May 25, 2021 through May 25, 2023. The promotional rate is effective May 31, 2021 through May 30, 2023. At that time, the promotion will transition to the third year rate for an additional 12 months. At the conclusion of the promotion on May 30, **** standard retail rates will apply. The promotional rate does not include additional services, equipment, taxes or fees which are subject to change.
  
  The account also receives a monthly self-service discount with enrollment in automatic payments and paperless billing. Should either self-service option be removed the discount will no longer apply. 
  
  Effective December 18, 2022, Comcast implemented a rate increase in Mr. ****** area. Affected customers received 30-day advanced notice prior to the effective billing statement date. ************** was notified on the November 27, 2022 billing statement that the monthly rate for the ** box and remote, Broadcast ** Fee, and Regional Sports Fee would be increasing. This first reflected on the December 27, 2022 billing statement. Customer can check for changes to their billing by visiting ********************* or by checking their account using the Xfinity mobile application. 
  
  Please be advised that the promotional rate was not affected by the rate increase. Only equipment, taxes, and fees increased which are not included in the promotional price. 
  
  The account is being accurately billed for services. I have notated the account that should ************** decide to terminate his existing services while the agreement is active, the early termination fee would be waived. 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,
  
  
  ****************** 
  Executive Customer Relations 
  

• Initial Complaint

  Date:02/18/2023

  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.

  Been paying $180 for multiple months . For one phone and two smart watches. (I only have one active watch) Account : ********** I recently had a child and trying to consolidate my bills when noticed i was being overcharged for over two years. I called prior to January 27 to have the watch removed, but that say they confirmed they removed it from my account. I just want my refund, and an apology. My time has been wasted on multiple days on hold and trying to get a refund processed. Today feb 18, 2023 i called as well just to be transferred and hung up on, awaiting confirmation of transaction id for refund. In summary i just want my refund of $60 x months Ive been overcharged (24 consecutive months that i can gather)

  Business Response

  Date: 02/24/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  ***  ***********
         **** *************** ********* ***
         ******* ** *****
  
  **** *******  ********
  **** ** ******* ******** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********** regarding Xfinity service.
  
  Our records indicate on August 4, 2020, Mr. ** started service with Xfinity Mobile with one line of service with the unlimited data option. Mr. ** brought his own device to use on the line. On August 29, 2020, Mr. ** added a line to use his own Apple iWatch. On November 6, 2020, Mr. ** added another watch line and purchased a new Apple iWatch, which was paid in full. Mr. ** added the additional line online using Xfinity Mobile self-service options. There is no record of Mr. ** contacting Xfinity Mobile to cancel the original watch line. On November 8, 2020, Mr. ** purchased an Apple iPhone 12 Pro *** on a device payment plan for 24 months. This device replaced his own device on the ********************** line.
  
  I spoke to Mr. ** on February 20, 2023, regarding his Xfinity Mobile concern(s). I explained to Mr. ** that, per Xfinity Mobiles customer agreement, a customer may dispute a charge or request a billing credit within 120 days of the date of the billing statement. Furthermore, I advised Mr. ** that there is no record of him contacting Xfinity Mobile regarding the iWatch line before January 27, 2023. 
  
  Due to no usage on the original watch line after the December 3, 2020, bill invoice, as a courtesy, I advised ********** that I would refund him the total amount for the line totaling 25 months. On February 20, 2023, a refund was processed, and Mr. ** was advised that he can expect the refund in 3 to 5 business days. I apologized for any inconvenience this may have caused while attempting to resolve this matter.   
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *******************************.
  
  Sincerely, 
  
  
  **************
  XM Executive Resolutions
  ************************
  
  

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Xfinity account # is *******************. I closed my account in December 2022 and returned both cable box and router at local Xfinity store on 01/04/2023. However we keep getting message from comcast saying that items above were not returned and stating that I ll be charged . So we went back in store customer service researched the issue and assured me that issue has resolved. Today I got message from comcast stating that I have now been charged for not returning the box and routers. Please see the attached photo on return receipt from Xfinity. This is inappropriate billing to customers and I need help.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  *****************
   **** **************
  Vero Beach, FL *****
  
   Case Number: ********
   Date of Notice: February 17, 2023
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  Our records indicate ************** disconnected service effective December 24, 2022. Xfinity equipment was removed from the account on January 4, 2023, and January 31, 2023. There is no record of any unreturned equipment charges applied to **. ****** account.
  
  On February 22, 2023, I spoke with ************** and advised her of the above information. It was explained that no payment is needed and a refund for the credit balance was processed on February 3, 2023. ************** confirmed she received the refund. 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,
  
  Gay R.
  Executive Customer Relations
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around February 2, 2023, I called xFinity to upgrade my internet modem. Once I decided on which modem would fit my needs. I understood that it would be an extra 15.00. The issue that I have with this cable company is that for whatever reason they have; they try to sneak autopay in without your consent even when you try to carefully read over the consent agreement. I have had this problem with them in the past, and they have done it again! The csr most of the time are overseas and their English is not always clear. I try to make sure that I tell them not to put me on auto pay and usually that is where I end up. I don't appreciate the fact that they do this and each time that it has happen I wind up these overdrafts and extra payouts on both ends. I have paid comcast on my own for almost 5 years and I should not be made to accept autopay. I want insufficient funds charges dropped or reversed plus if there is a reactivation fee reversed. I didn't ask for autopay, and I should not be liable for something I did not request and IF THERE ANY WAY to please make sure that customers are ASKED and made aware FIRST! AND NOT THE ASUMPTION THEY WANT AUTOPAY!

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    ******** *******
           **** ******* *****
           Stone Mountain, GA ***** 
  
           Case Number: ********
           Date of Notice: February 17, 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 February 20, 2023, I spoke with *** ******* regarding a bank account withdrawal. Our records indicate on February 1, 2023 *** ******* enrolled her account in AutoPay and entered her banking information. 
  
  On February 7, 2023, a payment was processed to *** ******* account due to enrollment in AutoPay which consent was provided on February 1, 2023. On February 7, 2023, *** ******* account was removed from AutoPay per her request. On February 12, 2023, *** ******* account was unenrolled in EcoBill paperless billing. Comcast’s finance department determined the payment processed on February 7, 2023 was authorized. *** ******* will need to dispute the payment with her financial institution. 
  
  On February 20, 2023, *** ******* was advised customers have the option to decline the self-service options for AutoPay and EcoBill during providing consent. *** ******* was advised her account was not billed any additional fees or returned check fees. *** ******* will continue to have her Xfinity Mobile account enrolled in AutoPay. 
  
  On February 22, 2023, I followed up with *** ******* and confirmed the payment from February 7, 2023 was not returned. On March 1, 2023, a payment was processed to the account. On March 3, 2023, the payment from February 7, 2023 was returned and the account was billed a returned check fee and late fee. 
  
  On March 7, 2023, I spoke with *** ******* to advise her of the above information. A courtesy credit was applied to the account on March 7, 2023 for the late fee and returned check fee. The credit will reflect on the next billing statement dated March 15, 2023. *** ******* was advised the balance owed on the account. I verified *** ******* account is being billed properly for the current subscribed services. 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,
  
  Salitha D.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  This is in reply to the email concerning my complaint against XFinity. The matter has been resolved and I truly thank ********************** Customer Relations, for her helping in solving this problem on my behalf. However I want it noted that I did not choose auto pay intentionally. Infact I told the representative at the time I did not want autopay. When signing for the changes on my account that button is automatically checked, which I expressed to ** ******* that the customer service representative should inform the customer to watch for that button and the customer should have the choice to select that button instead of it being automatically placed on autopay.

  
  

  This has happened to me before and told the representative upfront I did want to be placed on autopay. This is something I believe that XFinity should change this practice because it’s not fair and you’re not being told by the customer service representative to watch for that autopay which is on!
  
  I wanted to clarify the email letter that was sent to the BBB pertaining to my complaint sent from XFinity as how they went about solving my complaint, where it implied that I voluntarily chose auto pay in which I did not do intentionally as I relayed in my previous email. XFInity e-sign authorization form has that autopay button in the on position when they send it via text. And the customer service reps don’t alway tell you that it’s there and if you are e signing on a smartphone you don’t always see it.
  
  There is a place at the bottom of the last email you sent me asking was my complaint resolved, I didn’t quite know how to answer it. Yes it was solved but no to the implied written word that I chose auto pay!
  
  I appreciate that my complaint was resolved but the letter that was sent by XFinity was not totaled true on my end as I mentioned before.
  
  Thank you so much for BBB
  You have a wonderful evening 
  And again that you
  
  Regards,
  *******************************

• Initial Complaint

  Date:02/17/2023

  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.

  I was on superfast plan paying $70/month for comcast internet. Suddenly i got an email saying i was updated gigabit extra xfinity flex. And the cost is $122/month after all discounts. I never requested the above update to the service. So i called and requested to move my back to the old plan which is superfast and i was forced to pay $85.46/month. So without any fault on my side. My monthly cost went up

  Business Response

  Date: 02/24/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  *** *********************************
  ***** *************
  *********** ** *****
  
  **** ******* ********
  **** ** ******* ******** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding his claim of unauthorized charges on his XFINITY account.
  
  We initiated an investigation into his claim. On February 20, 2023, I spoke with ************************ to discuss his concerns and review his account with him. Our records indicate that on October 14, 2022, he accepted a 12-month promotional offer for the Superfast Internet with xFi Complete and Xfinity Flex at no additional charge effective from October 14, 2022, through October 13, 2023. Equipment, taxes, and fees are not included in package price. Customer approval for the package pricing was received via text message.
  
  On February 2, 2023, ************************ removed Xfinity Flex at no additional charge from his account. On February 17, 2023, ************************ accepted a 12-month promotional offer for the Gigabit Extra Internet effective from February 17, 2023, through March 13, ****. The package includes an additional self-service discount due to enrollment in automatic payment and paperless billing. On February 17, 2023, ************************ accepted the xFi Complete at standard retail rates and Xfinity Flex at no additional charge. Equipment, taxes, and fees are not included in package price. Customer approval was received via text message.
  
  On February 17, 2023, ************************ accepted a 24-month transitional promotional rate for the Superfast Internet, which includes a 12-month contractual term agreement. The year one base monthly rate for the package is effective from February 17, 2023, through March 13, ****. The year two base monthly rate for the promotion is valid from March 14, ****, through March 13, ****. The account is eligible to receive a self-service discount if enrolled in automatic payment and paperless billing. ************************ accepted the xFi Complete at standard retail rates and Xfinity Flex at no additional charge on February 17, 2023. Equipment, taxes, and fees are not included in package price. The term agreement is valid from February 17, 2023, through February 17, ****. Mr. *********** account will be subject to an early termination fee if the account is fully disconnected prior to the end of the term agreement period.
  
  During our conversation, ************************ was advised that his previous promotion from October 14, 2022, is no longer available. I verified that the change of service was approved by ************************. The account is being billed correctly for the current subscribed services. ************************ was provided my direct contact number should he require additional assistance. 
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:02/17/2023

  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.

  I have been a customer of Comcast for 20 years. I have 1 modem and 4 cable boxes. One of the boxes died the week of 01/02/2023. I called customer service and they sent a new box. I got the box activated but they didn't include a return label so on Sat, 01/07/2023 I called and spoke with **** who said he would get me a label and also that my bill would be $211 per mo. I asked how that could be as I was only paying $183. He said the $211 per mo was due to a rate increase of $16 per mo. $183 + $16 is around $200. I again questioned the $211. He told me that was due to having to activate the new box. He said he could change my plan to a new plan that would put me around $190. I asked multiple times about the new plan making sure none of my current services would change and he assured me everything would stay the same. He said he was sending me a new modem and I could just use that label to ship the old box and modem back. This was on 01/07/2023 at 11:40a for 42 mins. Sun eve the 8th we turned on the tv with the new box and it said it wasn't activated. Mon the 9th I called and spoke with a lady and she said she could activate the box but it will take the bill to $211. I told her that is not what I was told and I told her forget it. Later that evening we went to watch a tv with an existing box and it said it wasn't activated. Wed 01/11/2023 *** delivered a new modem. I grabbed the now 3 boxes and the new modem and on Thurs 01/12/2023 returned all to the store. I explained the situation to the lady in the store. She said that yes my plan had changed and that the new plan only included the internet modem, basic cable channels and 2 cable boxes. I said, no that is not what I was told and I just wanted to put everything back to the way it was. She told me she couldnt do that because the plan I was on was an old premium plan that was cheaper and they no longer offer it anymore. She offered no further assistance. I was completely lied to, scammed and taken advantage of.

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***********************
              *****************************************
               Lees Summit, MO *****
  
              Case Number:              ********
              Date of Notice:             February 19,2023
  
  Dear Sir/Madam:
  
  This letter  is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On February 21, 2023, I spoke with ************** regarding a billing concern. Our records indicate that on January 7, 2023 ************** changed her plan from Extreme Premier Triple Play which was billed at the standard retail rate to the Popular Triple Play on a 12-month promotional rate which began January 9, 2023 and will end on February 6, 2024, which time retail rates will become effective.
  
  During my conversation with ************** on February 21, 2023, addressed her issue regarding the return of cable box which was sent to her on January 3, 2023 and the Xfinity Gateway, which was sent to her on January 7, 2023 to replace defective equipment.  ************** was advised that Xfinity equipment can be returned at a *** store or Xfinity Retail store. Additionally, customers can print a return label at Xfinity.com/returns.
  
  ************** requested that her prior package the Extreme Premier Triple play be restored back to the account. This request was respectfully denied as the Extreme Premier Triple play is no longer available. I spoke with ************** on March 1, 2023, and made changes to her service to include ***, ******** and add two additional cable boxes. I also included a 12-month service discount and added ******** at no cost for 12 months. Making these changes was done to restore similar services and pricing that she had prior to making the changes on January 7, 2023.
  
  A service order to add ***, ********, two additional boxes and the 12-month service discount was completed on March 7, 2023.  The service credit and 12 months of ******** at no cost will begin on March 7, 2023 and end on March 7, 2024 where at which time regular retail rates will apply. This will be reflected on the billing statement which generates on April 2, 2024.
  
  On March 1, 2023, ************* was provided a one-time courtesy credit to cover the cost of shipping and handling for her two additional cable boxes which was reflected on the billing statement which generated on March 2, 2024. 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:02/16/2023

  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 2/14/23 I called Comcast/Xfinity and inquired about lowering my bill. After a long conversation the rep (Friday) said she could lower my bill from $320.93 to $207.98 and confirmed that my services would not change in any way. Later that evening I get an email confirming a change and when I take a look at the email the next evening I see that the confirmation in fact only shows a change that took effect and the new bill about was $295.95 which is significantly higher then I was quoted. So on 2/16 I call back and was transferred to a supervisor who states her name was ******* who then gives me the run around just like the rep ******* before her did stating that the person who told me that specific quote on 2/14/2023 was wrong and that I couldnt get the promotion she promised and that there was nothing she could do because I am not eligible but that she says that at least I did get a loyalty discount of $20. I explained that I wanted the promotion I was quoted and she stated that it wasnt possible even though the rep (Friday) had quoted me specifics. She never once tried to give me any discounts or honor anything close to what o was promised by the rep (Friday). She just said we have many customers who want discounts like this but we just cant do that, I asked why was I quoted this then and she just said it wasnt an available discount on my account. I find this very much a ploy to keep people from not changing to another carrier and of course now I am stuck with them because I missed my window to change to another provider under a better promotion because the rep lied and they will not honor the fees I was promised.

  Business Response

  Date: 02/24/2023

  ******** *** **** *** ** ***** ********** ** * ******* ************ **** ************************************************ ***** **** ************* ** ***** ******************** ***** ************** ************* ** *****
  
  **** ***************
  **** ** *************** *** ****
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On February 17, 2023, I spoke to ************** regarding a billing concern. Our records indicate on February 14, 2023, while speaking with a Xfinity representative, a 12-month loyalty discount was applied to the account effective February 14, 2023 through February 14, ****. ************** was provided the estimated monthly rate without including the applicable taxes and fees. 
  
  On February 22, 2023, ************** accepted a 12-month promotional agreement for *********** and Gigabit Internet services. The agreement is effective February 22, 2023 through February 22, ****. The promotional rate is effective February 22, 2023 through March 20, ****. At that time, the promotion will transition to the second-year rate for an additional 12 months. At the conclusion of the promotion on March 20, **** standard retail rates will apply. The promotional rate does not include additional services, equipment, taxes, or fees which are subject to change. 
  
  In addition, the account will receive a monthly self-service discount with enrollment in both automatic payments via credit card and paperless billing. Should either self-service option be removed, the discount will no longer apply. 
  
  On February 22, 2023, two additional promotional offers were added the account. Effective February 22, 2023 through March 20, ****, the primary TV Box will be billed at no cost. Effective February 22, 2023 through March 20, ****, the secondary TV Box will be billed at no cost. At the conclusion of the promotions standard retail rates will apply. On February 23, 2023, I followed up with ************** to explain the above-mentioned information. 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,
  
  
  **************
  Executive Customer Relations
  

• Initial Complaint

  Date:02/16/2023

  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 a college student and a new resident in the area of Oak Harbor, WA. My wife and I finally found housing and I tried to set up internet with Xfinity because they are the sole provider for the area. In their website they offered a specific plan for new members and college students that was: Connect More Download speeds up to 200Mbps; Upload speeds up to 10 Mbps • $20.00/mo for 24 months, then regular rates apply (currently $73.00 per month) • You'll receive a $50 Prepaid card, if you maintain this student exclusive offer for 90 days. • Data Usage Plan applies. • Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic and $10 discount for providing own router Payments using a bank account. When I submitted the plan and created the account, verified my email, student status, scheduled the technician installation date and time, and auto pay. The website directed me to the Xfinity main page and never confirmed my order. This happened every time I attempted to submit the plan. So I talked to an agent on their messenger help line, he directed me to the phone number help line and the agent in the line told me that we don’t have an account with them, even though I got the confirmation and verification emails to my account. She signed me up for a different plan created and account and charged me for a lower speed plan for a shorter term. I called again and the representative told me that there was no way to give me the student plan because none of the agents are able to access that deal and if the website isn’t working there isn’t anything they can do to help. She also said there weren’t and supervisors above her that are able to access the deal and fix this issue and because we created an account with them we are no longer new customers and can’t apply for the deal anymore.

  Business Response

  Date: 03/13/2023

  March 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ****** ********
              *** ********* *** ****
              Oak Harbor, WA *****
  
              Case Number:              ********
              Date of Notice:             January 26, 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 made several attempts to contact *** ******** via telephone and email. Although I was unable to reach *** ********, a review was completed on the account. Our records indicate that *** ******** is currently subscribed to a 24-month non-agreement promotion for the Connect More internet only package, which includes: Connect More. Equipment, taxes and fees are not included in the package price. This package was effective February 10, 2023, and will expire on February 9, 2025, at which time, retail rates will apply.
  
  Our records additionally indicate *** ******** is being provided a monthly discount for the same 24-month period for owning his own Xfinity modem and an additional self-service monthly discount for the enrollment in automatic bill pay and paperless billing.
  
  Please note, upon accepting the above promotional details on February 8, 2023 via text message, our records indicate *** ******** also accepted a professional installation which incurs a one-time charge. This charge appeared on his February 10, 2023 billing statement. Our records reflect on February 8, 2023 billing correction which totaled the cost of the professional installation was also applied to *** ********’s account as reflective on the February 10, 2023 billing statement.
  
  With respect to the mentioned concern of the Visa pre-paid gift card, our records indicate *** ******** has not yet fulfilled the 90-day good standing status of his account to qualify for the gift card promotion. *** ******** may continually monitor the status of the **** prepaid gift card by visiting www.xfinityincentivetracker.com.   
  
  Please be advised the billing on the account is accurate. 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,
  
  Kayla H.
  Comcast Elite Customer Experience
  

• Initial Complaint

  Date:02/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned inoperable M4 cable box w remote 12.19.22 to Xfinity store (receipt attached). Requested *** Wireless Box (4K), none available in store. Store Rep said because of covid and gave 1-877 phone number to call for *** Box. Spoke wit manager to request box or have it delivered to home. Store manager also stated they do not have *** Box required for service in store & I have to call a ***** phone number. Both Xfinity phone numbers bounce the customer all over with no way to order *** Box. at both phone numbers Xfinity operators were incompetent, transferring call relentlessly to the next unhelpful person who transferred the call again and again and again and again. Called for 3 weeks straight with zero assistance and zero *** Box being sent to home. Xfinity will Immediately Confirm Delivery of an *** Wireless Box (4K) to home address: *********************, Royal Palm Beach, FL ************ which is Required for Service, Included in Service and paid in full through ******* ********* HOA for Service. Xfinity will return/refund customer costs for nonoperational equipment and over length of time equipment has not been replaced with needed XI6 Wireless Box at $50 each month starting from 12.19.22.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:******* ******
  **** ****** ******
  Royal Palm Beach, FL *****
  
  Case Number:********
  Date of Notice:February 16, 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 2, 2023, I spoke with *** ****** and confirmed her community provides High-Definition Preferred TV, one X1 Digital Video Recorder (DVR) box, two X1 High Definition (HD) boxes, one HD Digital Terminal Adapter (DTA), Gigabit Plus Internet, a wireless gateway, and discounted Xfinity Voice.
  
  I explained to *** ****** that the wireless TV boxes may not be available at the Xfinity stores due to low inventory. I also explained that standard boxes are included in her bulk plan with the homeowner’s association. On March 2, 2023, I processed an order for an HD DTA to be shipped. The tracking number indicates that the DTA arrived at *** ******’s home successfully on March 4, 2023. On March 7, 2023, I attempted a follow-up call; unfortunately, that attempt was unsuccessful. 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,
  
  Yolanda R.
  Executive Customer Relations
  

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to lower my Comcast bill. The lady told me if I get rid of my home phone they can send me a cell phone to replace my land line. I asked her if anything would change, she told me no. I asked her twice and the answer was still no. I got an email from ******* saying I no longer have *******. I called Comcast, they said that I changed my package, which I did not. The lady was wrong, it did change my package. Now I do not have ******* and my bill went up almost $75.00. I wanted my bill to go lower not higher. I got rid of boxes to help with my bill to lower it. I have been getting the run around from the agents. They say they are going to call me back, but they don't. I have literally spent 15 hours dealing with this. I can go on and on to explain things, but that is the gist. Can you please help me. I am getting very frustrated over this.

  Business Response

  Date: 02/28/2023

  ******** *** ****
  
  
  ****** ******** ******
  **** *************
  ********** *****
  
  ***       *************************
      ********************************************************************************************************** *****
  
      **** *******              ********
      **** ** *******             ******** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On February 20, 2023, I spoke with ****************** to discuss all her concerns. Our records indicate on January 3, 2022, ****************** accepted a 24-month transitional promotion offer for the Signature+ More Triple Play package with 24-month term agreement, effective January 3, 2022, through January 3, ****. The first-year promotional rate was effective January 3, 2022, through January 9, ****. On January 10, ****, the promotion transitioned to second-year monthly rate through January 9, ****, at which time regular rates would apply. The package does not include additional services, equipment or applicable taxes and fees. 
  On January 23, 2023, a Comcast Service representative processed a change of service to port Ms.******** ********* number and downgrade to *********** and Gigabit Extra Internet, effective January 24, 2023. The rate does not include any additional services, equipment charges, or applicable taxes, and fees and are subject to change. The pricing includes a Two Product Discount.
  
  During our conversation, ***************** was enrolled into a 24-month agreement offer for the Signature+ More Triple play, effective February 20, 2023, to February 20, ****. The contract discount is effective February 20, 2023, through March 9, ****. At the conclusion of the promotion on March 10, ****, standard retail rate will apply. The package does not include additional services, equipment or applicable taxes and fees.
  
  On February 5, 2023, credits were applied to the account for service adjustments. On February 11, 2023, a credit was applied to the account for service adjustment. On February 13, 2023, a credit was applied to the account for service adjustment. On February 20, 2023,a courtesy credit was applied to the account to cover the 24 months difference of previous promotion rate of Signature+ More Triple Play. The credits will reflect on Ms. ******** March 4, 2023, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ********
  Executive Customer Relations

  Customer Answer

  Date: 03/01/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  
  

  I Talked to ***** today (3/1/23) the terms is for 12 months difference not 24 months. That is in the last paragraph.  She had a typo. I just wanted you to know. 

   

  *************************