Complaints

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

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  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

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  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

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:10/31/2022

  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.

  They charge my bill $800

  Business Response

  Date: 11/17/2022

   

  
  
  November 17, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************.,Suite 1330
  ************, ** 19103

  
  
  Re:       *************************
              **** ****************
              *********, ** 21218
  
              Case Number:              18337000
              Date of Notice:             October 31, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding his Xfinity billing concern.
  
  On November 1, 2022, I contacted **************** to discuss his billing concern. Our records indicate that Mr. ******* account was activated with Comcast on December 2, 2021. **************** consented to Internet Essentials service. The Internet Essentials program offered by Comcast is a program designed to extend broadband access to eligible individuals who currently do not have such access at home by offering them Xfinity Internet service at a low cost. We first show internet usage beginning in January 2021. No payments for services were ever received from ****************.
  
  On July 31, 2022, **************** received almost six months of credit for Internet Essentials service. This credit was reflected on the August 27, 2022, billing statement.
  
  On August 3, 2022, **************** requested to upgrade to his services. He consented to the Standard + package,and the low-cost Internet Essentials package was removed. This was reflected on the August 27, 2022, billing statement.
  
  On September 20, 2022, *************** consented to the Xfinity Home Self-protection. This included 24/7 video recording with up to six cameras. **************** will be billed for the cameras in installments for the next 24 months. His first installment payment was on September 20, 2022. Additionally, **************** received a courtesy credit towards the cost of the Standard + package on September 18, 2022. The credits appear on the September 27, 2022 billing statement.
  
  In addition, the September 27, 2022, billing statement shows that **************** s package was changed several times from the Standard + to the Super + More package, before changing back to the Standard + package again. He was billed for service for the Standard + package between October 2, 2022, and November 1, 2022. Additionally,on September 27, 2022, **************** enrolled in autopay for his monthly payments.
  
  On October 8, 2022, *************** requested a billing cycle change from the twenty-seventh of the month to the fourth of the month.
  
  
  On October 16, 2022, *************** consented to a 24-month agreement which includes tiered pricing for the Super + More package. The pricing for the first two years is at a lower rate than the third year beginning October 18, 2022, through November 8, ****. The price will increase in the third year beginning November 9, ****, through November 8, ****. Effective November 9, ****, the promotion will end, at which time, retail rates will apply. Equipment charges, taxes, and fees are not included in the promotional rate and are subject to change. The term agreement is effective October 18, 2022 and expires on October 18, ****.
  
  On October 21, 2022, *************** was removed from autopay because of failed attempts for the payment to process. On October 22, 2022, **************** re-enrolled in autopay using a new card. The autopay payment is expected to withdraw on November 20, 2022.
  
  On October 27, 2022, *************** s new statement was printed. He received partial charges because of the package changes. He was billed for services between October 5, 2022, and November 1, 2022. Additionally, because of the billing cycle change, he was billed for services between November 2, 2022, and December 8, 2022.On October 31, 2022, **************** scheduled a partial payment to process on November 30,2022.
  
  As a result of multiple package changes as well as the change to **************** s billing cycle, his billing was higher than normal. **************** was enrolled and de-enrolled in the Affordable Connectivity Program (ACP) multiple times between August 2, 2022, when he was first enrolled and October 10, 2022, when he was de-enrolled. **************** is not currently enrolled in ACP.
  
  A review of the account shows that the billing is accurate. I explained to **************** that he is still enrolled in autopay and that a payment is expected to withdraw on November 20,2022, in addition to the scheduled payment on November 30, 2022. I offered to assist with removing him from autopay and assist with payment arrangements to pay off the balance owed. **************** declined my assistance and ended the call.
  
  As a courtesy, credits for multiple shipping and handling charges **************** received between August 13, 2022, and October 19, 2022, were applied to the account on November 1, 2022, and November 2, 2022. These credits will be reflected in the billing statement dated December 4, 2022. Please be advised the billing on this account is accurate. 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:10/31/2022

  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.

  Cancelled Comcast TV, Internet, and home phone service on September 9, 2022 due to incorrect billing for 7 months and total lack of customer service. Cancellation bill had illegitimate charges of: $29.98 for "services added Sept 9 - 28" (cancelled everything Sept 9); also has $60 termination of contract fee ($10/ month for 6 months, actually only 5 months!) which contract never went into force because it was predicated on Comcast reducing my bill $30 per months (***** call on 2/7/22) and have this in 2/7/22 email from Comcast., which never happened and multiple calls to Comcast **************** never got any resolution, so cancelled service. Comcast is know for a total lack of ****************, could site other examples. Will pay legitimate bill, but not these illegitimate charges.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  
  BBB of Metro ************* & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re:*****************************
  240 *********************
  ********, ** 30071
  
  Case Number:18325065
  Date of Notice:October 31, 2022
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  The Affordable Connectivity Program (***) is a federal government program designed to help low-income households connect and stay connected to the Internet, and Xfinity is proud to be a participating provider in the program. Under ***, current and new?Xfinity Internet customers who verify their eligibility through the ***********************************.s National Verifier?and then enroll in *** with Xfinity can receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their Xfinity Internet and/or Xfinity Mobile services once they complete?the full enrollment process. More details about *** with Xfinity are available at Xfinity.com/acp. 
  On November 3, 2022, I spoke with ************************ and confirmed there is no record of ************************ applying through the National Verifier or through Xfinity for the *** prior to him requesting to disconnect his services on September 9, 2022. In order to receive the ***, ************************ would have had to apply through the National Verifier, confirm his qualification, and receive an application *** Then, using the application ID, he could apply for the *** through Xfinity using the *** Once the applications are submitted, it can take up to 1 to 2 billing cycles for the approved *** credit to be received. On October 21, 2022, I emailed instructions to ************************ on how to apply and enroll into the *** if he restarts his Xfinity service in the future. 
  
  With respect to his service disconnection, on September 7, 2022, a disconnection work order was received and entered on the account to terminate services effective September 9, 2022. This disconnection was placed at Mr. *********** request. On September 19, 2022, the disconnection order completed at which time the account was disconnected reflecting a disconnection billing stop date of September 9, 2022. On September 19, 2022, the account generated a final balance owed which consisted of an early termination fee and charges for services billed from August 29, 2022 through September 8, 2022. ************************ was not billed for services past his requested disconnection date.
  
  With respect to the early termination fee, on February 7, 2022, ************************ accepted a 12-month promotion with term contract for a package that includes *********** Superfast Internet, and Xfinity ************** effective February 17, 2022 through February 17, 2023. An early termination fee was applicable if the services were fully disconnected prior to the completion of the term agreement. There is no exception to the early termination fee other than a disconnection of services within thirty days of acceptance. ************************ reviewed the terms of the pending order and approved the change verbally via the Interactive Voice Response system. After acceptance, he received an order confirmation email. I apologize for any inconvenience that ******************** may have experienced while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  ****************** 
  Executive Customer Relations

  Customer Answer

  Date: 11/17/2022

  [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: 18325065
  
  I am rejecting this response because:
  
  

  The response is mostly offuscation because I am not eligible nor have I ever applied for the Affordabel Connectivity Program (ACP).  Seems like a standard letter insert?

  The bill did contain "Services Added September ****" of $29.98 which I disputed.  ********** (the guilty never seem to use last names!) convinced me this was mis-worded and it was for "discounts added back to the bill."  

  The contract was null and void as Comcast did not satisfy the terms of the contract of which I have a copy and which included a reduced bill (any lawyer knows terms have to been satisfied by both parties to an agreement).  Therefore, the "Termination Fee" of $60 was not valid.  After months of trying to get someone in Comcast to recognize their not reducing the bill, which cost me $120 out of pocket, I gave up and cancelled.  Comcast keeps raising rates, thinking the customer will not leave, regardless of how poor their customer service.  You cannot reach anyone in management, they do not even publish a phone number or management personnel for their Regional Office!  Comcast has a total lack of **************** in billing and for services provided.  ************ did take the $60 off the bill and I paid the remaining balance -- to keep from having to deal with incompetence.  Went to AT&T for $60 less per month.

  Regards,
  

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

  
  

• Initial Complaint

  Date:10/29/2022

  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.

  I'm trying to access information about my Comcast account for internet service. When I look to see information on the desktop application about my data usage, devices, equipment, etc. I see none. This was available before, but now it is just promotional information about purchasing said services which I already have. I called customer support, they did not know how to direct me to that information and told me it must be a bug. When I asked if this bug had been reported to their IT team, or if I could speak to their IT team they informed me it was not possible, they have no recourse to report the bug, and may not be aware of the bug either. They told me I can download an application on my phone that may show me that information but I did not want to download that to my phone and found that to be an obtrusive option. I currently have no way of viewing essential information regarding my service in my account, and they gave me no indication when or if it will ever be fixed.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  Better Business Bureau 
  1880 John F. Kennedy Blvd., Suite 1330 
  Philadelphia, PA 19103
  
  Re: *****************************
  **** *******************
  Spokane, WA *****
  
  BBB Case: ********
  Date of Notice: October 28, 2022
  
  Dear Sir or Madam: 
  This letter responds to the above-referenced complaint submitted to your office by ****************************** 
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in *******************’s area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 368 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per 12-month period during which they will not be charged for exceeding the 1.2 TB data usage threshold.   If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. 
  
  Affected customers were notified of the data usage plan policy via U.S.P.S mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity Residential Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the Xfinity Residential Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  •An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  •Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  As of Aug. 4, 2022, the Xfinity xFi website, found at internet.xfinity.com, is longer be available for customers to manage their home WiFi network.  All the features of Xfinity xFi, including assigning user profiles, controlling connected devices and setting family-safe browsing, are available in the Xfinity app.
  Customers can download and use the free Xfinity app to adjust any of their WiFi settings, pause WiFi or use other existing parental control settings.
  A Comcast Customer Security Assurance (CSA) technician made several attempts to contact *** ******** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician verified that *** ********’s modem is properly assigned and provisioned for his account and that the data usage recorded for the *** address associated with *** ********’s modem is correct. The technician left a message with his direct contact information should *** ******** have further concerns or questions regarding this matter. 
  We apologize for any inconvenience or frustration *** ******** may have experienced with regard to this change.  Should you have any questions or require additional information, please feel free to contact CSA.
  

  Sincerely,
  Comcast Customer Security Assurance
  **************