Complaints

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

close

Find a Location

Comcast Corporation has 928 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to communicate with Xfinity's customer service about a bill this past weekend. The customer service was awful--far worse than any experience with what was formerly **** ******* I was transferred a total of 4 times over the course of an hour and a half. NO ONE could explain how and why I'm being charged amount that I'm being charged. (And, just to give some background, I was in sales and I'm currently a law student--the customer service representatives not only didn't understand Xfinity's billing, they were intentionally evasive in order to just get me to give up and stop inquiring about the bill.)After my experience over the weekend, I went to an Xfinity store to have my bill explained. They were able to explain that the reason that my bill was substantially higher than what I had been paying is because I had not entered into a new contract and that if I wanted to enter into a new contract I could call Xfinity and find out about discounts, considering how awful my experience had been trying to resolve the issue. Fine. I called Xfinity and I was only able to speak with a representative after 20 mintues. At first the representative pretended that she wasn't on the line after the call waiting musice stopped. I had to say hello 3 times in a row, 2 minutes after the call waiting music had stoped to get her to answer. She offered to transfer me to loyalty. Great. I waited on the line for 25 minutes before I gave up and started writing this message. The reality is that your off-shore call centers are completely incompetent and ineffective. They're whole goal is to get peple off the phone without solving any problems--they know how to work your call systems and communicate with customers so customers eventually just give. And, apparently, there's no reprecusions. What can Xfinity do to keep me as a customer and explain my bill and contract?

  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.
  
  On February 21, 2023, I spoke with ***************** regarding a billing concern. Our records indicate the current 12-month Connect Internet promotion ended on January 22, 2023, and on January 22, 2023, retail rates became effective. ****************** did not accept a new package promotion and no changes were made to the account.
  
  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 *************.
  
  ********************************************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:02/14/2023

  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 transfer 2 phone lines to Xfinity since 1/19/2023.I have spent at least wo hours trying to resolve these issues.************ - was transferred on 1/19 but in the Xfinity system they assigned it with the wrong #, this has led to the issue of not being able to transfer it out of the Xfinity system.************ - after multiple attempts Xfinity could never port this number into their system. I tried multiple times & each time was told I had to wait 24-72 hours to have the line activated. I even had to buy a backup phone so that I had some kind of service. I finally gave up trying and transfer this number back to *******. Now I have two cell carriers, I have to pay more money for because I was told I leave Xfinity without losing the phone number of ************. I want this number issue corrected so I can leave Xfinity On top of that Xfinity cannot get the billing correct & they are charging me for two lines, I was in the store on 2/7 and again spoke with the manager, he told me there was no one for me to speak to to elevate this problem and he would call their customer service line & have the correction made & by Thursday he would have corrected at least the billing issue. Which is still not corrected.

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  BBB of Metro Washington D.C. & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*********************
  **** ***********
  Littleton, CO *****
  
  Case Number:********
  Date of Notice:February 15, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by **********************
  
  On January 19, 2023, **************** authorized Xfinity Mobile to port her telephone numbers ending in ***** and ***** from ******* Wireless. Although the telephone number ending in ***** ported to Xfinity Mobile on January 20, 2023, due to a processing error, the telephone number ending in ***** did not port until February 16, 2023. That same day, at ****************** request, her line of Xfinity Mobile service associated with the telephone number ending in ***** was cancelled and the telephone number was released back to ******* Wireless. 
  
  On February 16, 2023, and February 21, 2023, I spoke with **************** to discuss her concerns and apologized for any inconvenience that she experienced. I offered to assist **************** in porting the telephone number ending in ***** to a new service provider, but she declined at that time. I provided **************** with my direct contact information should she have further questions or concerns. Lastly, courtesy credits were applied to ****************** account to offset the service charges she incurred for both lines of service from January 5 through March 4, 2023. 
  
  Should you have any questions, please contact me at *********************************.
  
  Sincerely,
  
  **************
  XM Executive Resolutions
  

• Initial Complaint

  Date:02/14/2023

  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 charged for a xfinity mobile service i never signed up for. I rejected an offer for mobile service for a phone in June. I still get calls about the same off but I never wanted it. Now I have been charged and have a collection on my report. This is fraud I did not give permission to open a mobile account. 6/2022 . Collection says it can be for a SIM card but u never got 1 nor did I request it. Please make sure Comcast stop defrauding. Their business is already fishy with price gouging.

  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 Mobile service.
  
  On February 16, 2023, I spoke with ****************** regarding her Xfinity Mobile concerns. Our records confirm that on June 16, 2022, ****************** ordered a *** card for his Apple iPhone 8 with the By the ******** plan. At the time the order was placed, ****************** provided her devices IMEI number, full Social Security number, full date of birth, and credit card information. The *** card was shipped on June 17, 2022 and delivered on June 20, 2022. 
  
  The billing cycle starts the first day the device is activated or seven days after the device or *** card ships, whichever comes first. Accordingly, since the device was not activated within the first seven days, the billing started effective June 24, 2022. On October 18, 2022, the account was disconnected for non-payment. On November 12, 2022, the outstanding debt was sent to collections.  
  
  On February 16, 2023, a credit was applied to the account to clear the outstanding account balance and remove the account from collections.  The account is disconnected and future invoices will not generate. It may take up to 30 days for any remarks to be updated on ******************** credit report. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:02/13/2023

  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 contacted xfinity on 02/13/2021 and was told that if i switch to xfinity ** for the ultimate package it would be 180 dollars a month for internet and ** so I went to the store to get it started and I told the store what customer service said how much it would be and they stated yes that is the amount so I recieved three boxes and they also stated that the boxes would already be activated which they was not so I called customer service to help to no available help. All I kept getting was people from another country and I couldnt understand them so after a hour and half later and being hung up on they still was not working. Finally I ask again how much is gonna be my monthly bill and he stated 230 dollars a month. I said hold on a second so I said just stop. I would just keep the internet so he stated since I changed my plan now my internet has went up to 75 dollars a month and I was paying 65 before this coaster ride started. If they cant give me the price I was given first I dont want the ** and I would like to have the same internet I had for 65 a month

  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.
  
  On February 15, 2023, I spoke with Mr. *** regarding his billing related concern. Records show on February 13, 2023, Mr. *** agreed to a promotional offer for the ******************* and Fast Internet for 12 months with term agreement. This plan included a contract discount monthly and a 2-product discount. Additional services included 3 cable TV boxes charged additionally each month and the xFi complete package. I confirmed we captured consent through the web via e-signature. This change will reflect on bill dated March 3, 2023. I explained charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments.
  
  Records show Mr. *** spoke with Comcast multiple times on February 13, 2023, in attempt to activate TV boxes. The cable TV boxes were unable to be activated and on February 14, 2023, Mr. *** downgraded services for the Fast Internet monthly.This plan includes a promotional discount February 14, 2023, through March 6,2024. Additional services include xFi complete on a promotional offer at no charge for 12 months effective February 14, 2023, through March 6, 2024.Charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments.  The change will show on the billing statement day March 3, 2023. Lastly, I explained we do not have a promotional offer available for the Superfast Internet for 12 months. As a courtesy, on February 15, 2023, a credit was applied towards the account as a billing adjustment. This credit will reflect on billing statement dated March 3, 2023. 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:02/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my local Xfinity store for help on my account. This was around 3:20. The tech was extremely professional and very helpful. I've been getting billed since September for a phone/line I never authorized to have. Both myself and the tech had a massive hard time getting their customer service rep to comprehend what was going on. The rep then transferred us to the security dept and the guy we talked to was extremely rude and even hung up on me because the store tech was trying to talk with him too. I called back demanding to talk to the manager. It's 7:12pm now. The rep informed me that the manager will call me back within the hour. That was at 4:10pm. I told the rep if he didn't call me, I was going to contact BBB.

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania 
  1880 John F. Kennedy Boulevard, Suite 1330 
  Philadelphia, PA 19103 
   
  Re:**** ******* 
  *** ****** ******
  Kingston, PA ***** 
   
  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 Mobile service. 
   
  Comcast records indicate *** ******* has been an Xfinity Mobile subscriber as of September 3, 2021, with three lines of service currently active on her account. On September 1, 2022, *** ******* purchased a new ******* ****** *** device under a new line of service, a device payment plan, and subscribed to the Unlimited data plan. The order was delivered on September 6, 2022. Due to the new device order being placed, the device payment began to reflect on *** *******’s August 11, 2022 through September 10, 2022 billing statement, and on December 11, 2022, *** ******* contacted our care team to advise she had not authorized the order and the line was cancelled; however, on the same day it had been determined by our fraud department that the order had been authorized based on the investigation and *** ******* continued to be charged a device payment. 
  
  On February 22, 2023, I contacted *** ******* to discuss her concerns and advised her of the aforementioned information. *** ******* confirmed that the device order had been placed intentionally; however, on the same day the order had been placed, the incorrect device name, Stacy, for the line of service was not someone she was affiliated with. I confirmed the device in question is currently being used with *** *******’s original sim card for the active line ending in ****. I provided *** ******* an explanation of her monthly billing statements from the date of the order and confirmed the charges are correct for her three current active lines and four device payment plans. 
  
  Due to the delays in resolving *** *******’s concerns, on February 22, 2023, I applied a credit to her February 11, 2023 billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter. 
   
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (***) ******** Extension *******. 
   
  Sincerely, 
   
   Arturo M. 
  XM Executive Resolutions 
  

  Customer Answer

  Date: 03/07/2023

  [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,
  
  ***********************
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  Weird charge from comcast I ended my account with comcast paid everything in full and now they want to charge something they said is the records from 2019

  Business Response

  Date: 02/24/2023

  
  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  ************************
  **** *******************
  ********** ** *****
  
  **** ***************
  **** ** *************** *** ****
  
  Dear Sir or 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 e-mail. Although I was unable to reach **************, a review was completed on the account. Our records indicate that we do not have any record of an unpaid balance from 2019. On November 22, 2022, two payments were made covering the final balance for service provided until September 19, 2022. We reflect that service was previously active at the same address from October 15, 2018 until March 5, 2019, but do not show an unpaid or recently paid balance.
  
  To resolve any remaining concerns, contact with ************** is necessary. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** ****** **
  Executive Customer Relations
  

• Initial Complaint

  Date:02/12/2023

  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 moved to Paso in October 2022. My adult daughter is renting the property where xfinity serviced. In Dec 2022, I asked her to return the equipment to Xfinity, which she did. I have been hounded by Xfinity by text for unreturned equipment, which is false, and cannot access my former account as it is closed. My daughters experience here: I dont have a statement. It was your account. So I wouldnt have gotten anything. I went in to the store on December 23rd. With a bath and bodyworks bag. There was a guy behind the counter. I said Im here to return equipment. He said oh just leave it here. We got it. We scan the back and take it off the account. I said really thats it? He said yep thats it. And I walked out. I wouldnt have gotten a statement, your old account would have since it was connected to your account not my new one. I had to start a whole new account. I got all new equipment. The old account number: ******************* reference: ******************************************************************** had been a Comcast/Xfinity customer in good standing for over 30 years! Its outrageous and harassment at this point. Please assist. Thank you.

  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.
  
  On February 21, 2023, I spoke with ******************** regarding equipment charges. Although our records are unable to confirm that the equipment was returned, on February 15, 2023, the equipment in question was removed as a courtesy and the associated unreturned equipment charge was reversed from the account that same day. 
  
  Due to the closed status of Ms. ********* Xfinity account, per the following article: ************************************************************************************* Once your account has been disconnected, you will no longer be able to access or log in to the traditional Xfinity My Account app. However, you will have the option to access a limited version of your online account without signing in with your Xfinity ID and password to pay any remaining balance on your account. 
  
  In addition, the removal of the unreturned equipment charge resulted in a credit balance on the account. On February 17, 2023, a refund check was processed for the credit balance. ******************** can expect to receive the refund check within two to four weeks. 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,
  
  
  **************
  Elite Customer Experience
  

• Initial Complaint

  Date:02/11/2023

  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.

  In may 2022 I contacted xfinity regarding low income internet I was told by the representative that I could get a mobile phone under this program which was not true they was just trying to get a sale so when I found out that I was being charged I immediately contacted them and the cancel the service now fast forward a year later and a collection was added to my credit how can I have a bill in services that I canceled I never received a bill from this mobile service I never received anything from the collections company only way I learned of this is through being on my credit

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
                *********************** 
                Chicago, IL  60623
  
  Case Number:********
  Date of Notice:February 11, 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 on May 18, 2022, with one line on the By the Gig data option. ************** purchased a ******* ****** *** on a device payment plan for 24 months. On July 13, 2022, ************** contacted Xfinity Mobile customer care and requested to cancel the line of service, which was done. 
  
  I spoke to ************** on February 13, 2023, regarding the Xfinity Mobile concern(s). I explained to ************************************* is responsible for the remaining device balance of the ******* A13. I advised ************** Xfinity Mobiles return policy is 14-days from the date the device ship and at the time ************** canceled the line, the 14-day buyers remorse period has expired. ************** was advised the charges and/or credit/collections report are valid. I apologized for any inconvenience this may have caused while attempting to resolve this matter.      
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************************.
  
  Sincerely, 
  
  **************
  XM Executive Resolutions
  ************************
  

  Customer Answer

  Date: 02/24/2023

  [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:
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:02/10/2023

  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.

  In November, I received a high rate increase from Comcast. I called their support line to see what my options were. I’m a senior citizen on a fixed income and can’t afford all the price increases I’ve received over the last six months. The rep told me he had a plan with the same services for only $12 more per month. He sent me a link with the plan info but I was unable to open the link. I agreed to the plan. I discovered my new plan didn’t include *** like he said and it would cost me an additional $15.95 per month. In December, I received a notice from Comcast that my rates would be going up again. I called to ask how they could raise my rates one month into my new contract and was told they could and there was nothing I could do about it. I filed a complaint with the Oregon Attorney General. I received an email from a Comcast rep who I spoke with on the phone. She told me that since my contract started in November, they would not raise my rates. I asked her about my bill and she assured me the rate would be closer to what I used to pay. I received my January bill and it was just a little more than my previous bill but without ***. I was paying $125.06 per month after my discounts. Last year, I paid $122.98 but that included *** so my new bill was effectively 18.03 more than what I would paid the previous year if I didn’t have ***. I was not thrilled but I accepted that increase. I just received my invoice for February and saw my price is now $141.98. I looked at last month’s bill and saw the Comcast rep gave me a one time credit for $15.95. They also increased my taxes and fees by $.97. I was told that my bill going forward would be $125.06 but that’s not true. It was only that price with a one time credit. I was promised that my new contract would cost me $12 per month more for the same services. Had I not cancelled ***, I would be paying $34.95 more than my old contract. Is there anyone at Comcast who can tell me the truth and resolve my overbilling issue?

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  Better Business Bureau
  1880 John  F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA  97225
  
  File Number:                ********
  Date of Notice:             February 11, 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 *** ****** was subscribed to the X1 Saver Pro+ Double Play promotion, which expired on October 13, 2022. *** was billed separately.
  
  On October 10, 2022, *** ****** subscribed to a new 12-month promotion with a term agreement for Popular TV, which includes Limited Basic, Sports & News, Kids & Family, Entertainment, *********, HD Programming, 20 Hours of DVR, and Superfast Internet services. The promotional rate is effective from November 13, 2022 until November 12, 2023. The term agreement is effective from October 10, 2022 until October 10, 2023. During this order, *** was removed. Additional services, equipment, taxes, and fees are not included in the package rate and subject to change.
  
  On October 11, 2022, *** ****** added *** to his account. However, on December 11, 2022, *** ****** requested the removal of *** from his account.
  
  Customers receive 30-day advance notice of a rate increase prior to the effective date. *** ****** was notified of rate increases for Superfast internet, Internet Equipment, TV Box + Remote, Broadcast TV Fee, and Regional Sports Fee on his December 08, 2022 billing statement. Customers can also check for changes to their billing using the My Account App and online at xfinity.com.
  
  On February 15, 2023, I spoke with *** ****** regarding his billing-related concern. I provided a detailed billing explanation, which included the above aforementioned information. 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,
  
  Janet A.
  Executive Customer Relations

  Customer Answer

  Date: 02/28/2023

  [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: In Comcast’s explanation they state that when I ordered my new contract, *** was removed. What they didn’t mention was that I was not told *** would be removed when I renewed my contract. I was told that with my new contract, I would get all the same services that I currently had plus faster internet and my cost would only go up by about $12 per month. Comcast should know this because I was told that call was recorded. I asked the Comcast rep who contacted me regarding my BBB complaint if she could listen to my recording so she could see that I was misled. I also explained to her that when I agreed to the contract I was relying on the rep telling me the truth about what I was receiving since I was unable to open the link that he sent me. I spent my career in technology and I know how to open a link. I believe there was a reason that I couldn’t open the link and it wasn’t ethical. She said she would look into it.  That was the last I heard from her until I read her response on your site. I’m attaching copies of my last invoice on my previous agreement as well as my most recent invoice from Comcast. You can see that my price increase is far more than the $12 that I was told. My previous monthly cost was $122.98 which included ***. My current invoice is $141.98 which doesn’t include ***. If you add *** to my contract, my bill would be $159.93. That’s $34.95 more than I was paying. Not $12 like I thought I was signing up for. I believe that Comcast acted in bad faith when I renewed my contract and they are acting in bad faith on their response to my BBB complaint. Currently they have a monopoly in my area for high speed internet. I will be filing complaints with the state as well as the FCC. The last time I had issues with Comcast they ended up getting caught by the FCC and received fine for over $2 million dollars for overcharging their customers. I think they are up to their old tricks.

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

• Initial Complaint

  Date:02/10/2023

  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.

  My Xfinity cable internet line went down in early September and a tech came out and dropped a new line for service then scheduled for a dig team to bury the line. The dig team came out late September and completed burying the line but unbeknownst to me they cracked my water pipe in the process when they sunk one of their low voltage boxes right over my water service line. After that, water was spilling out underground on my property to the equivalent of a shower running 24/7. Due to living on a hill and bimonthly water bills I did not notice the leak until January when I received a water bill for over 500 dollars. My contractor had to dig up and replace the pipe when they found Xfinity's cable line box sitting on top of my pipe and the crack to the pipe right below it. All told I had to pay my contractor a little under $7,400 dollars and have about 300+ dollars in water overages, I have contacted customer service and submitted multiple tickets to the damage department through them and have uploaded my contractor invoice and water bill multiple times and each time I was told that I would receive a call from the damage department in a day but have received no call. There is no direct number to the damage department. This has gone on since mid January and now its almost mid February and no call backs and no emails other than the automatically generated ones directing me to upload documents which I have done every time. I want to be contacted by someone in the damage department or the executive customer service team as it has been a month and I have received zero help or information about my claim. Ticket numbers include ************* and *************. If this complaint doesn't lead to a resolution I will be forced into litigation because Comcast/Xfinity's customer service can't do anything and the damage department is apparently incompetent or hoping I go away so they don't have to pay me. But I will be reimbursed for the damage Xfinity caused to my property.

  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.
  
  We initiated an investigation into her claim. Our field team reported that visited ************************ on February 16, 2023, to evaluate his claim. It was determined that no damages were caused by Comcast. On February 27, 2023, I informed to ************************ of the above aforementioned information. 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 ********. While the resolution leaves much to be desired the fact I had to spend so much of my time just to get them out to my house is something that should be addressed. Only part of the complaint was about the damage, the other part was how I had to call customer service multiple times about the issue and was lied to multiple times about getting a callback and the only way I did get any movement on my issue was through the BBB and posting publicly on the message boards. So while I accept I cannot prove the damage was Comcasts fault, though I still suspect it was given the evidence, the near complete lack of customer service or movement on this issue until I escalated it should be addressed.

  the damage department should have a direct number, and I shouldnt have to gain the attention of the executive customer service team via ******************** complaint and public humiliation to get issues resolved.
  
  Regards,
  
  *******************************