Business Profile
Internet Providers
Comcast CorporationHeadquarters
This business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28,192 total complaints in the last 3 years.
- 9,122 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/19/2022
Type:Service or Repair IssuesStatus: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 from ****************** Appartment 303 on 07/22/2021. Xfinity equipment was returned on 07/24/2022. I was under the impression that once the equipment was returned the contract was terminated. The clerk at the time of returning the equipment didn't tell me that I was still under contract with XFINITY. The new place where I moved did not have contract with Xfinity only with **** and I couldn't transfer the Xfinity service to my new location. There was not verbal ar writing communication from Xfinity after the equipment was returned that I was still under contract. After contacting Xfinity and speaking with *******, a supervisor at XFINITY, he refused to remove those charges. I feel that this is an awful bussiness practice from XFINITY. If I would had been advised at the moment of returning the equipment that I was under contract, I could had probably asked my brother to take over the services until the end of the contract. Im sure I'm not the only person being taken advantage by exfinity. Thanks for your help, but this practice got to stop. I did not move because I wanted, was because my rent was increased by 600 dollars a month.Business Response
Date: 01/06/2023
January 6, 2023
BBB of Metro Washington ** & Eastern ************
1880 **********************************************., Suite 1330
************, ** 19103
Re:********************************************************************************** 33138
Case Number:18604925
Date of Notice:December 20, 2022
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 that ************************* was subscribed to a 24-month agreement for the Superfast Internet package at a monthly promotional rate, which began on July 29, 2021 and was expected to end on July 28, 2023. The offer was subject to a 24-month term agreement effective July 29, 2021 through July 29, 2023.
We do not have any record of a disconnection being requested prior to a disconnection being completed effective July 24, 2022 as requested. We complied with a request made by **************** to end the 24-month agreement on July 24, 2022. As a result, the early termination fee was applied to the account on July 25, 2022 leaving a final balance. On September 25, 2022, the final balance was charged off to collections.
We do not have any record of a credit being previously offered and not applied. On December 21, 2022, as a courtesy a credit was applied to the account zeroing out the balance. The credit will not reflect on a billing statement due to the account being closed.
On December 21, 2022, I spoke with **************** and advised the information above. On December 30, 2022, a ticket was opened to notify collections which will take up to 30 business days to update. I apologized for any inconvenience that *** have been 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,
****** (****) G.
Executive Customer RelationsInitial Complaint
Date:12/16/2022
Type:Service or Repair IssuesStatus: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 have tried contacting Xfinity about the cost of my service and plan and can not get anyone to respondBusiness Response
Date: 12/30/2022
December 30, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:***** *******
* ***** ******
Pelham, NH *****
Case Number:********
Date of Notice:December 16, 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 19, 2022, I spoke with *** ******* with regard to a billing concern. Our records indicate *** ******* subscribed to a 24-month transitional term agreement for the Standard Plus Double Play. The 24-month term agreement is effective May 23, 2018 through May 23, 2020; however, the promotional rates will remain in effect through May 28, 2020. Standard Double Play includes: Limited Basic, Kids and Family, Entertainment, Sports and News, High Definition (HD), and Performance Pro Internet.
The monthly rate for the first year was effective May 23, 2018 through May 28, 2019. On May 29, 2019, the price increased to the second-year monthly rate, effective through May 28, 2020. At the conclusion of the promotion on May 29, 2020, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change.
Periodically, Comcast will adjust prices due to increases in programming and business costs. All affected customers received notice of the rate increases prior to the effective date. Customers can also check for changes to their billing using the My Account App and checking their account on xfinity.com.
Our records indicate that effective December 20, 2022, *** *******’s Standard Plus Double Play, Broadcast TV Fee, Regional Sports Network Fee, and TV Box and Remote increased. *** ******* was notified of the rate increase on his November 22, 2022 billing statement. Please be advised the billing on this account is accurate. At this time, *** ******* declined to make any changes on his account. 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,
Jay B.
Executive Customer RelationsCustomer Answer
Date: 01/01/2023
[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,
*************************While I accept the response getting it is a disgrace. You should not have to go through thiss trouble to resolve a matter involving an account.
Initial Complaint
Date:12/15/2022
Type:Service or Repair IssuesStatus: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 have been paying for service from Comcast for a few years. Today the company would not accept my payment saying I was a third party, My daughter set up this service but has since passed away. The service was not in her name and I have been paying the bill. I would like to know what my recourse is. I was told that there was an ongoing bill that needs attention.Customer Answer
Date: 12/19/2022
My issue with Comcast has been resolved. My payment has been accepted. I didnot understand that the Comcast Corp was having ongoing third party issues thatcould take weeks to resolve.I appreciate the time that you took to provide assistance to me.Thank you for all that you do.Initial Complaint
Date:12/14/2022
Type:Service or Repair IssuesStatus: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 October 2021, hazardous weather was responsible for a tree falling on our property that resulted in a utility pole being snapped and wires falling on our property. We have requested that Comcast re-hang the wires that are a tripping hazard for over a year without any resolution. I have more than 10 support tickets in the system asking them to take care of this hazard and nothing has been done. We are not able to use a part of my property because of the downed wires.Business Response
Date: 12/27/2022
December 27, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:*************************
** *********
Washington, PA *****
Case Number:********
Date of Notice:December 14, 2022
Dear Sir/*****:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
I attempted to contact ****************** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on December 14, 2022, our Maintenance Team was onsite and raised the low-lying drop cable. In addition, a new feeder line has been activated on December 19, 2022. Our construction team will be returning to install additional support for the pole, any further work will not affect **. ******** service.
On December 19, 2022, our Maintenance Team was able to make contact with ****************** and explained the above aforementioned information. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Jay B
Executive Customer RelationsInitial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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.
Had new line ran and installed. Took 10 weeks for a contacted company to come and bury the line. When the person arrived randomly without notice mid Sunday, they stated that their boss would not let them use the machine to bury the line and had to hand dig to bury. When they left I had to call in because the line was not fully buried in my yard and could still be seen. My service was also not working. A technician was sent out took video of the unburied line and made a new ticket for a pre-bury on Oct 10th. I was told 1 to 14 days it would be taken care of. I have now called 5 time to get this taken care of and I was told today Dec 12th that my other tickets were cancelled by the installer and that a new ticket was being made. I was also told 1 to 14 days it would be fixed. I am not getting his dangerous line fixed for another (1-14) days but my children and dog need to keep away from it to not injure themselves.Business Response
Date: 12/23/2022
December 23, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: *** ****
**** ******** *****
Indianapolis, IN *****
Case Number: ********
Date of Notice: December 12, 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 21, 2022, our construction team visited the location and completed burial of the lines in question. On December 21, 2022, I spoke with *** **** and confirmed that the lines in question were buried. *** **** reported experiencing service loss and a service visit was scheduled for December 22, 2022. On December 21, 2022, *** **** canceled the scheduled service call and *** **** confirmed that *** **** was no longer experiencing service loss. A review of the account reflects that the signal levels to the residence are within Comcast specifications.
On December 13, 2022, a courtesy credit was applied to the account. On December 22, 2022, a credit for one month of service was applied to the account. The credits will be reflected on the December 27, 2022, 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 ###-###-####, Extension *******.
Sincerely,
Salitha D.
Executive Customer RelationsInitial Complaint
Date:12/11/2022
Type:Service or Repair IssuesStatus: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.
After many years as a Comcast customer I decided to go with a different internet provider. I called November 22,2022 and canceled my service. I returned my equipment and thought I was good to go. December 4th a payment for $104 is withdrawn from my checking account. I chatted with someone at Comcast who provided this chat ID #****************** who informed me my money would be refunded to me in 3-5 days automatically back into my checking account. December 10th, I chat with ****** employee #***** said that the information I was given before was wrong it takes 7-14 days to get a refund mailed to you by check. She then transferred me to ******* who then told me they haven't mailed my check yet not until the 14th of December and that they were only refunding 84 of my 104 payment. Not being able to talk to someone by phone makes it extremely hard to know what is going on. I want all $104 refunded to me.Business Response
Date: 12/29/2022
December 29, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:*************************************
***** ******* *****
Spring Lake, MI *****
Case Number:********
Date of Notice:December 11, 2022
Dear Sir/Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************************** regarding Xfinity service.
I communicated with ************************** via email multiple times between December 12 to December 19, 2022. Our records reflect the billing statement dated November 12, 2022 was for service dates November 16, 2022 to December 15, 2022 with the amount due. ************************** account has been enrolled on automatic payments since at least November 12, 2020, so the billing statement reflected the amount due would be withdrawn via AutoPay on December 3, 2022. The automatic payment was to include the amount due, plus or minus any payment related activities or adjustments, and less any credits issued before your bill due date.
Then, the account was disconnected on November 29, 2022 with a billing stop date of November 22, 2022, as requested. The prorate credits for services removed were applied to the account on November 29, 2022. However, due to an error, the full amount due from the billing statement dated November 12, 2022 was withdrawn via automatic payment on December 4, 2022. This created a credit balance on the account. Additionally, at that time, a final billing statement reflect the account disconnection and prorate credits has yet to generate or print.
As a courtesy, I applied a credit bringing the credit balance to the full amount of the December 4, 2022 payment made. On December 14, 2022, a request was sent to finance to refund the credit balance. I advised ********************** via email on December 14, 2022 of the above information and the refund request.
Email dated December 15, 2022 stated the payment has been returned to the credit card on file. Please allow 3-5 business days for the funds to reflect in the account. Then, ********************** confirmed via email on December 19, 2022 that she received her refund. The account is closed with a zero balance and another billing statement may or may generate. 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 ********************************.
Regards,
Jason Z.
Executive Customer RelationsCustomer Answer
Date: 12/29/2022
[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:12/10/2022
Type:Product IssuesStatus: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 bought two ******* from Xfinity mobile but I returned both unopened. I got one refund back but I have calling the over a month for the other. The amount is 1743.99. They keep telling me that they are working on it but nothing has happened. I am tired of the service I am getting from themBusiness Response
Date: 12/30/2022
December 30, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re:*******************
*** ***************
Rainbow City, AL *****
Case Number:********
Date of Notice:December 11, 2022
Dear Sir/Madam:
This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** **** regarding Xfinity service.
Comcast records indicate on September 20, 2022, *** **** ordered two ***** ****** ** *** ***, 1 TB online and paid in full for the devices. On October 21, 2022, two different return orders were submitted for both devices at our Xfinity retail location. I confirmed one device was received at our Xfinity warehouse on October 27, 2022, and on November 2, 2022, a refund for one device was provided back to the card ending in 1176. The second device was delivered to another location on October 26, 2022; however, Xfinity will take responsibility for locating the device.
On December 11, 2022, we charged *** **** for the November 21, 2022, billing statement. On December 12, 2022, five refunds totaling the charge was provided to *** ****. On December 21, 2022, a credit was applied to the December 21, 2022, billing statement to remove all charges from the account. *** **** no longer owes a balance to Xfinity Mobile.
On December 12, 2022, I spoke with *** ****, he confirmed he received one of his refunds, and for the other payment, he disputed the charge with his bank and received a temporary refund. I explained because he disputed the charge, I am unable to process a refund but once the dispute is over if his bank recharges him for it to reach out to me directly and I will process a refund for the full amount. *** **** stated he understood.
On December 20, 2022, I followed up with *** ****. He explained he has not been recharged for the device charge that he disputed with his bank. I explained to *** **** again that if his bank recharges him for it to reach out to me directly and I will process a refund for the full amount. *** **** stated he understood. 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 (844) 963-0087 Extension *******.
Sincerely,Desire S.
XM Executive ResolutionsCustomer Answer
Date: 01/01/2023
[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:12/08/2022
Type:Service or Repair IssuesStatus: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 received an email stating I can upgrade my internet at no cost. I called and upgraded, later to find out I was charged for an upgrade prorate charge. When trying to dispute it on three different days at an hour to two hours each chat session or call all I got was transferred to poor English speaking people and then was disconnected. They do not take you serious nor do they speak English well. I have a balance of $13.52 that I should never have been billed for in the first place. This company's customer service is so unprofessional it's emotionally stressful. I would like a credit for $13.52 and also I'd like to be compensated for the four hours of getting the runaround. I'll be happy with more credits to my account for my time being wasted.Business Response
Date: 12/19/2022
******** *** ****
*** ** ***** ********** ** * ******* ************
**** ************************************************ ***** ****
************* ** *****
*** *********************************
****************************************************************************************************************************************** *****
**** ******* ********
**** ** ******* ******** ** ****
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 email. Although I was unable to reach ************************,a review was completed on the account.
Our records indicate on August 18,2022, ************************ upgraded in Internet Essentials service to Internet Essentials Plus. The account reflected prorated charges due to a result of the change. A shipping and handling fee applied on August 16, 2022, was credited on December 22, 2022. A service credit for Internet Essentials was also provided on October 22, 2022. This credit reflected on the November 10, 2022 billing statement.
Additionally,our records reflect Ms. *********** Affordable Connectivity Program credit she receives on the 10th of the following month, covers all the new charges for Internet ************** services. Please be advised billing on this account is accurate. I apologize for any inconvenience experienced 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 Response TeamCustomer Answer
Date: 12/19/2022
[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:They contradicted themselves and said I was charged $13.25 for prorating and then admitted that I was upgraded and the upgraded is completely covered by the affordable connectivity program. The shipping and handling charge that was credited was for a package I never received and has nothing to do with this complaint. I spoke with a manager the day I filed this complaint and I was told I was being credited the $13.25 but he was having a problem with the system not allowing him to process the credit. I was on chat for several hours of my time and he told me he was trying to process the credit. I also advised him that I currently do not have a working phone at the time and to remove the old phone numbers from my account. I am available through email.
Regards,
*********************************Initial Complaint
Date:12/08/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved to a new house, xfinity came to do the install and said they couldn't install cable only internet. I had an appointment scheduled for 12/5 with a 5.5 hour window for them to come install cable, no one showed up. Spent 2 hours online and on the phone and was told someone would be there between 4-5pm that evening, once again, no one showed up. Spent another 2.5 hours online trying to get an appointment for the next day. Each time I was online or on the phone I was transferred several times. Even though I specified multiple times it was for cable install, they were under the impression it was internet related even though I said it wasn't. Finally got the appointment and the tech came out - tech was great. He was also told he was there for an internet issue, but when we told him no it was for cable install, he was excellent and the installation is complete. I lost a whole day of work prior dealing with these issues. Was told I could call after the installation occurred to see what could be done for the inconvenience. I called back after installation and once again was given the runaround but finally got them to agree to a $100 credit to my account. When I originally scheduled the move I was told since it's a new address, my bill inclusive of taxes and fees would be $185/month. The day after cable installation, I received a bill of $281. No credit on the account, no one can seem to find it, and no one can explain to me why the bill is nearly $100 more than what I was promised and have an email on. Each time I spoke to someone I asked for email documentation so I would have record and no one could do that, likely because they continue to go back on what they tell their customers. I have never experienced such poor customer service in my entire life. I would like to have AT LEAST 1 month comped on my bill in addition to the $100 credit I was promised for all the time I wasted dealing with their incompetence.Business Response
Date: 12/27/2022
December 27, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: *****************************
* ************
Pembroke, MA *****
Case Number:********
Date of Notice:December 8, 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 21, 2022, I spoke with ******************** and confirmed she is currently subscribed to Select Plus More 24-month term agreement effective December 6, 2022, through December 10, 2024. The package transitions to a 12-month promotion effective December 11, 2024, through December 10, 2025. ******************** also received a 24-month agreement discount for autopay and paperless billing. At the conclusion of the promotions, standard retail rate will apply. Additional services, equipment, taxes, and fee are not included.
Regarding installation, the initial appointment on November 11, 2022, the technician installed internet services. On December 6, 2022, a second installation was completed the technician installed the cable and digital voice services. ******************** was charged for the Select Plus More from November 11, 2022, through January 10, 2022. On December 8, 2022, a customer service representative applied a credit to compensate for the billing overcharge.
On December 21, 2022, I applied a courtesy credit to the account. The credits will reflect on January 6, 2023, billing statement. Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Latoya P.
Executive Customer RelationsInitial Complaint
Date:12/07/2022
Type:Service or Repair IssuesStatus: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.
12/7/2022 I contacted the business and tried to have service started in my name they told me it was good to go. However went to the Xfinity store and they said that the address was documented as fraudulent but went back to check and see if it was resolved and then was told because of a bill in the amount of $1,400.00 they told me that I couldn't get service in my name.Business Response
Date: 12/27/2022
December 27, 2022
BBB of Metro Washington DC & Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103
Re: *********************************
*** *** ******
New Brighton, PA *****
Case Number: ********
Date of Notice: December 8, 2022
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. While my attempts were unsuccessful, a review was made on the account. Our records indicate, ********************** has outstanding balances on previous accounts and the request for new service has been respectfully denied. The details of the outstanding unpaid balances are as follows: unpaid balance on account ending in ****; and unpaid balance on account ending in ****. Please be advised the billing on this account is accurate at the time.
********************** is therefore advised to settle the debt so we can proceed with providing him with Xfinity services. ********************** is advised to contact our Loss Prevention Team at ******************************** for assistance. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Jay B.
Executive Customer Relations
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