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

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

• 

  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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:12/29/2022

  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.

  Transfered from **** July of 2022 to Comcast, with home internet and landline. Received a letter recently from my elder care attorney, that they have been trying to call me for two weeks. They still can not reach me, and I have called this into the call center a couple of times. It is important that calls come through, for my age and health.

  Business Response

  Date: 01/17/2023

  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service
  
  On December 29, 2022, I spoke with ************** to discuss all concerns. During my conversation, I confirmed with **************, there is no service issue with the telephone service present. I completed a test phone call to telephone number ending in (****) and ************** confirmed the issue to be resolved. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me at *********************************.
  
  Sincerely,
  
  ************
  Executive Customer Relations

  Customer Answer

  Date: 01/20/2023

  [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:
  Nearly every single day I run into a friend and they tell me still to this day that they cannot call through to my landline number. This situation in my mind is not resolved, and there is more to it than meets the eye I have a feeling that somebody is blocking or jamming my phone system. This leaves me in a very scary situation, knowing that there are people, including my elder care attorney, who yesterday told me they are going to contact Comcast Xfinity on their own and place a complaint because they still cannot get through to me since October 2022. 
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/23/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
   
  *** ********************
  ***** ***************************
  ***** ** *****
  
  **** ***************
  **** ** *************** ** ****
  
  **** **********
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On February 7, 2023, I spoke with ************** regarding his service concerns. I confirmed there are no blocks or issues with provisioning for the telephone number and Anonymous call rejection and call screening are turned off. 
  
  On February 8, 2023, I followed up with ************** who requested a service visit for February 20, 2023. On February 19, 2023, ************** canceled the service visit. On February 21, 2023, I followed up with ************** who advised he is currently unavailable for a service visit and will contact us once he is available. I verified all Comcast equipment is within Comcast specifications. ************** was provided my direct contact number should he require additional assistance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************
  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,
  
  *******************
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  As a former customer of Xfinity, I am fed up with the enormous spikes in their prices. Comcast has been ripping their customers off for years, by adding unnecessary late fees. I am tired of the unscrupulous behavior towards customers. Xfinity is monopolizing their business everywhere, and this is why they feel like they can abuse their customers.

  Business Response

  Date: 01/17/2023

  January 4, 2023

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

  Re: ****** **********
  **** ***** *** ****
  Highland Park, IL *****
  

  Case Number: ********
  Date of Notice: December 28, 2022
  

  Dear Sir/Madam:

  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ********** regarding Xfinity service.

  *** ********** requested no contact from Comcast. A review was completed on her account and our records reflect that as of December 30, 2022, the account is 98 days past due. On December 27, 2022, the account was placed in a nonpayment interruption. Accounts that are reactivated from a nonpayment status are subject to a reactivation fee per line of business. Payment of the past due balance is required to reactivate services. When a payment for the statement balance is not received by the due date, the account is subject to a late fee. Late fees also apply to returned payments that result in a past due balance 30 or more days old. These are valid charges. 

  Effective January 1, 2023, customers in *** **********’ area are subject to a rate adjustment.  
  Customers receive 30-day advance notice of the rate increases prior to the effective date. *** ********** was notified of the rate increases for the Broadcast TV Fee, Regional Sports Network Fee, Fast Internet, and TV Box(es) on her November 21, 2022 billing statement. Customer’s can also check for changes to their billing using the My Account App and checking their account on xfinity.com. I apologize for any inconvenience experienced while attempting to resolve this matter.
  

  I trust that this letter provides your office with the information required for resolution in this matter.
  Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.

  Sincerely,

  Matt W.
  Executive Customer Relations

  Customer Answer

  Date: 01/20/2023

  [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:

  This is not resolving matters and it does NOT excuse the reasoning behind Comcast raising their rates. In fact every year this company for whatever reason hikes their rates every year. I am still standing by my complaint!!!!

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

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business presented us a bill of $100.00 for home services they did not provide. After hurricane Ian, We had been receiving notice that their service had been restored but it had not. We did not request these services. The gentlemen who came to our address did not enter our home but instead went to their power junction box and said there was no power. They also said they had no idea why their manager keeps sending them out to check signal reception. We tried to get hold of them to discuss this but never got through to their customer service department. We sent a final check after canceling their service, paid our final bill without the $100.00 and labeled the check “paid in full.” They cashed the check and then turned the $100.00 over to **** ******** *** a collection company without any further contact with us explaining what they were going to do. Comcast (Xfinity) is a ruthless company! They do not belong in Florida.

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********************************
              *****************************************************************
             Englewood, FL *****
  
              Case Number:              ********
              Date of Notice:             December 28, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On January 6, 2023, I spoke with ************************ and explained that a service visit fee was incurred on October 8, 2022 due to a service visit on October 6, 2022 being closed as customer education. The account was disconnected with the billing stop date of October 10, 2022 leaving a final balance. On November 17,2022, a payment was applied to the account leaving a balance. On December 9,2022, the final balance was charged off to collections.
  
  On January 6, 2023, as a courtesy, a credit was applied to the account to offset the service visit fee incurred on October 8, 2022. The credit will not reflect on a bill since the account is closed. Collections will be updated within five (5) business days. 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,
  
  Donald (Nick) G.
  Executive Customer Relations

• Initial Complaint

  Date:12/28/2022

  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.

  Back in September I needed to upgrade my speed but I was moving soon, so I was convinced at this particular Xfinity store on 9/28 to upgrade to their highest tier plan and pay more because that way I wouldn't have a contract and I'd be able to terminate whenever I wanted. I specifically confirmed this with the rep who told me that I would be held to no contract and would have no cost to cancel. That I could do it whenever I wanted. I just called Xfinity to cancel my service and I just was charged an early termination fee. When i told them i had no contract and that i specifically asked about this at the store before upgrading I was told my contract ends in September of 2023. I insisted to the rep over the phone I was not in a contract as I was told that at this store but no, he denied this. He also told me that whoever upgraded my service left no documentation when doing so. I would like to be refunded my early termination fee of 110 dollars.

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    ***********************************
           ***** ***************
          Westfield, IN *****
  
           Case Number:********
           Date of Notice: December 28, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.
  
  On December 28, 2022, I spoke with ************************ regarding an Early Termination Fee(s) concern. Our records indicate on December 23, 2022, ************************ requested the service to be disconnected. On December 28, 2022, the account was fully disconnected with an effective stop bill date of December 24, 2022. The disconnected account did reflect a remaining balance owed for service charges up to December 24, 2022. The account did not reflect a contract and Early Termination Fee(s) were not applied. 
  
  I explained the remaining balance owed on the disconnected account which will reflect on the January 15, 2023 billing statement. 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,
  
  Matthew W.
  Executive Customer Relations

• Initial Complaint

  Date:12/27/2022

  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.

  We recently moved from one town to another in the state of NJ. We have a contract with Comcast/Infinity, apparently, they are having a problem honoring that contract. All we want to do is transfer the contract from the old address to the new address, and they keep on charging us a one time fee of $100.00 for installation. During several calls, we have discussed this fee and they keep on subtracting the fee and give us credit for it, but than on the same bill, they once again charge us this fee. Also, the last time we called and spoke to someone, he said he would call us back in 48 hours to make sure everything was ok, well, we never received a phone call back. All we want is what we are entitled to and that would be credit for the $100.00 fee and not to be charged for it once again.Apparently, if you do not pay attention to your bill, you will be ripped off from this company. It is not appreciated and frankly, it is exhausting trying to keep calling them and getting nowhere.Thank you in advance,***************************

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA  19103
  
  Re:       ***************************
      *** ******** *********, Unit *****
      Manahawkin, NJ *****
              Case Number:                      ********
              Date of Notice:             January 3, 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.
  
  Our records indicate **************** is subscribed to the Standard Plus More package at a 24-month agreement from November 18, 2022, to November 18, 2024. The contract discount is effective July 21, 2021, through August 17, 2023. The package will transition to the third-year, non-contractional promotional rate effective August 18, 2023, to August 17, 2024, at which time regular rates will apply. The package does not include additional services, equipment or applicable taxes and fees.
  
  On January 4, 2023, I spoke with ****************, the account holder, and verified his service was installed and working correctly. On January 4, 2023, I credited the install fee that was charged on November 21, 2022. The installation charge was a system error, as it is normally not applied for a transfer of service to a new address. The credit reflected on the January 13. 2023 billing statement. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter  provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations

  Customer Answer

  Date: 01/24/2023

  [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:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my xfinity cell phone mobile service. I tried to transfer to a new provider, but my phone was locked even though the cell phone was paid off. I went to xfinity tech support to get the issue resolved since the phone was purchased through them. The tech support told me to expedite the unlocking of the phone, I had to re-active the service in order to expedite unlocking the phone. She said I would have to pay the activation fee, but would get the credit once the service was cancelled again when the phone number officially transferred to my new provider. The phone number was officially transferred, but I never received the refund of the activation fee and on top of that the xfinity mobile service did not automatically cancel as she told me it was, so then I was charged for another month of service. I have contacted tech support three times, a refund was requested again for $98 it's been over a month and I keep getting the run around from every customer support rep. They are lying, providing false info and not reading the chat sessions that I referenced. They continue to delay and not provide supervisors. It's awful to treat customers like this and continue to charge them. Chat sessions are Chat id is ******************. xfinity This is the Chat ID for this session *****************

  Business Response

  Date: 01/11/2023

  January 11, 2023
  
  Better Business Bureau
  1880 John F. Kennedy Boulevard
  Suite 1330
  Philadelphia, PA *****
  
  Re:*********************************
  **** ***************
  Plymouth, CA *****
  
  Case Number: ********
  Date of Notice: December 27, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity Mobile service.
  
  Several attempts were made to contact ********************** via telephone. Although contact attempts were unsuccessful, an account review was completed. Comcast records reflect an approval was received to activate one line of service with By the ******** and a customer owned device on November 21, 2022. The line was disconnected on December 8, 2022, at **. ********** request. A review of the billing on the Xfinity Mobile account found it to be accurate based on usage and subscriptions. As a courtesy, a credit for the final balance due, which includes the $10.00 activation charge, on the account was applied on January 4, 2022, resulting in a zero-balance due on the account. Requests for additional compensation or refunds are, respectfully, denied.
  
  Xfinity Mobile received a request to unlock **. ********** device on November 21, 2022. The request was completed on November 22, 2022. I apologized for any inconvenience this may have 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,
  
  Allan M.
  XM Executive Resolutions
  ************** Extension *******
  

• Initial Complaint

  Date:12/22/2022

  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 November 2021, Xfinity Mobile was running a Black Friday Deal. The sale clearly stated, that we would receive 2 separate incentives. The First, a rebate on our new phones totaling 900 dollars, which we did receive. The second an incentive totaling around 600 dollars for trading in our old phones. (we traded in 2 and purchased 2) Over a year later, we have not received the money we are entitled to for trading in our old phones. We purchased the phones while on vacation in California and we do not live near the store where the sale took place. In November 2022, we returned to the store where we made the purchase, and requested an official complaint be submitted. (why this couldn't be done over the phone, I do not understand) At this time, they have effectively stolen 2 phones from us and this needs to be resolved.

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:       **************************************
              **** **** ****** ******
              Pocatello, ID *****
  
              Case Number:                      ********
              Date of Notice:                     December 22, 2022
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *****************************************, who is listed as an authorized user on the ********************** account subject to his complaint.
  
  On January 3, 2023, I spoke with ***************************** to address his concerns and he confirmed his receipt of the $900 **** pre-paid card referenced in his complaint. Xfinity Mobile investigated ********************** claim that he was due to receive a second incentive totaling around 600 for trading in our old phones. The investigation determined that two rebate checks had been issued to the account owner and both checks were cashed on December 18, 2021. No further trade-in rebates are due to the account.
  
  On January 13, 2023, I sent images of the cashed trade-in rebate checks to **************************** for his records.
  
  Should you have any questions or require additional information regarding this matter, please contact me at ********************************.
  
  Sincerely,
  
  Chris G.
  XM Executive Resolutions

• Initial Complaint

  Date:12/22/2022

  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 cancelled my service on 11/21/2022 and returned all of the equipment. However, the company tried to bill me for yet another month of service for 11/20/2022-12/19/2022. I have called numerous times and was advised every time that this was an error and that I would only be billed for one day of service and that a revised bill would be sent out. I was first told on 11/28/2022 by Sheila that I owe $3.19 and the bill would be updated and mailed by 12/01/2022 but it wasn't. When I called to follow-up on 12/14/2022, I was told by Kerr that the actual amount owed is $13.89 due to an early termination fee since I cancelled my contract just days prior to it ending. I said ok and to send me the bill. They said it would be updated in their system, a copy mailed on 12/14/2022 and an email would be sent. Again - nothing was done. Their system was never updated and I never rec'd a mailed invoice or an email. I had called yet again on 12/17/2022 and was told it would be updated in their system, a copy mailed by 12/19/2022 and an email would be sent to me. I was also told that a manager would call me to confirm - per my request. Again - nothing! Now their system shows that I am past due and that I still owe another month of service, which I never had. So, it states that I owe $95.56.

  Business Response

  Date: 01/04/2023

  January 4, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** ****
  **** **** *****
  Highland, IN *****
  
  Case Number: ********
  Date of Notice: December 22, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ***** **** regarding Xfinity service.
  
  On December 28, 2022, I spoke with *** **** regarding a billing explanation. Our records indicate on December 20, 2021 *** **** accepted a 12-month contractual agreement for the Gigabit Internet with Xfinity Flex at no additional charge effective from December 16, 2021 through December 19, 2021. The account received a service discount due to enrollment in automatic payment and paperless billing. Equipment, taxes and fees are not included in package price. The agreement included an early termination fee that is applicable if the disconnection of the account is completed prior to the end of the contract.
  
  An order confirmation email was sent to the email address associated with the account that further outlined the new services accepted and explained the early termination fee. The early termination fee is disclosed to the customer prior to their acceptance of the term agreement, in the confirmation of their term agreement, and it declines each month that the customer maintains their service. A customer’s term agreement also discloses the early termination fee and is available when they log into their My Account. There are no exceptions to the early termination fee other than a cancellation within the first 30 days, which *** **** did not do. 
  
  Customers may receive another bill after the date they request to disconnect service, but the effective stop billing date is the date the billing is stopped. On November 21, 2022 *** **** requested a voluntary disconnection of her account. The disconnection of the account was completed on December 1, 2022 with a stop billing date of November 21, 2022. The disconnection of the account generated a prorated credit to apply.
  
  On December 1, 2022 *** **** was billed an early termination fee leaving a balance owed. I confirmed the balance *** **** is viewing online has not updated to include the prorated credit from the disconnection of her account. *** **** did not receive a monthly billing statement via U.S. mail due to enrollment in paperless billing which she consented to receiving on December 16, 2021.
  
  There is no record of a billing statement generating past November 16, 2022 as the account is disconnected. On December 26, 2022 a request was submitted to send *** **** a copy of her monthly billing statements from October 16, 2022 through November 16, 2022 via U.S. mail. 
  During our conversation, *** **** was advised of the remaining balance on her account. *** **** was provided my direct contact number should she require additional assistance. Please be advised the billing on this account is accurate. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (866) 642-4868 Extension *******.
  
  Sincerely,
  

  Eric G. 
  Executive Customer Relations 

  Customer Answer

  Date: 01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This response does not resolve the issue. Sending my past invoices, which were paid in full, doesn't resolve anything. I agreed to pay my full balance on the account, which was $3.19 for the one day of service plus $10.70 for the early termination fee for a total of $13.89. When Eric contacted me, he told me that I had to go into a store (he left that out in his reply) to obtain a corrected copy of this balance, which I did since he refused to mail me one! I am NOT arguing the balance that was owed. The issue is that the invoice does not reflect this balance. I am handicapped and can barely walk but I did what he told me to do and went to a store to obtain the corrected bill. They also could not provide a printout for me even though it showed the correct balance in their system of the $13.89. I paid this full bill while at the store and I have proof of the payment. However, when logging into my account, the invoice still shows a past balance for a month of service I never received. The service was cancelled on 11/21/2022 as Eric acknowledged but their system shows another invoice for $95.56 for services from 11/20-2022-12/19/2022. Instead of correcting the final invoice, all they did was apply my payment of $13.89 to that bill. So now my account shows an outstanding balance of $81.67. Again, the account is paid in full with a zero balance and Eric acknowledged that but he REFUSES to send me proof of such. He claimed that he cannot send a corrected bill and that I'd have to go into a store to get it but they refused as well. All I want is an itemization (CAN BE A SIMPLE PRINTOUT FROM THEIR COMPUTER) showing that my account is paid and now has a zero balance. 
  
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:12/21/2022

  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.

  Comcast charged me for a unit without giving me wires. Now they want to autobill in 10 days instead of 30 Days. When I tell them 5 times-THERES NO RESPONSE.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*******************
  *** ***********************, Unit ****
  Chicago, CA *****
  
  Case Number:********
  Date of Notice: December 22, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On December 22, 2022, I spoke with ************** to discuss her billing concern. During our conversation, ************** refused to authenticate her account information to provide her account details. As we value the security of our customer accounts, customers must authenticate their identity to ensure unauthorized persons are not provided information on other customers accounts. 
  
  ************** was advised she can authenticate the account utilizing the full account number instead of the last four digits of her social security number. **. ****** account information is accessible via the My Account App to assist her in the verification process. ************** was provided my direct contact number should she require additional assistance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  Matthew W. 
  Executive Customer Relations 
  

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve doubled up on my bill to get caught up, twice! And I’m still being told I’m a month behind. I was being charged for equipment I didn’t have for a whole year… and I only received six month back from what I got charged. Not to mention, I was in a payment agreement to have my back bill paid off. It was never the amount the it was suppose to be. And it’s paid off and I’m still being charged!

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***** *******
         **** **** ******
         Philadelphia, PA *****
  
  Case Number:   ********
  Date of Notice:  December 30, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ******* regarding her Xfinity billing.
  
  On January 6, 2023, I spoke with **. ***** ******* regarding her billing concern. Our records indicate that *** ******* was entered into a 12-month repayment plan beginning December 4, 2021. Her account was credited the delinquent balance owed on December 4, 2021, and the balance was broken down into twelve monthly installment payments. *** ******* began making installment payments each month for the next 12 months. The first of the twelve installments is reflected on the January 3, 2022, billing statement. The final installment was reflected on the December 3, 2022, billing statement.  
  
  Regarding the payment concern, our records indicate that one payment was received on August 5, 2022. *** ******* made a payment on September 22, 2022, but no payment was received in October 2022. Two payments were received in November; the first was on November 3, 2022, and the second was on November 26, 2022. The last payment received from *** ******* was on December 29, 2022. *** ******* has a delinquent balance owed that needs to be paid to avoid a service interruption. 
  
  Regarding the additional equipment charges that *** ******* reported being charged for, our records indicate that on August 11, 2021, a charge for an inactive modem was added to the account. She was billed for service between August 11, 2021, and September 7, 2021; she was also billed for services between September 8, 2021, through October 7, 2021. The charges are reflected on the September 3, 2021, billing statement. 
  
  On May 5, 2022, the inactive modem and associated charges were removed from the account. *** ******* received credit for the charges associated with the modem between December 1, 2021, through June 7, 2022. As a courtesy, on January 6, 2023, additional credit was added to the account to compensate for the charges for the modem rental. Additionally, as a courtesy, credits for ten late fees and nine reactivation fees were applied to the account on January 6, 2023. These credits will be reflected on the billing statement dated February 3, 2023. 
  
  I apologized for any inconvenience that may have been caused while attempting to resolve this matter. I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at (**** ********.
  
  Sincerely,
  
  Nancy R
  Executive Customer Relations