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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

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  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

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  Comcast

  3303 Main St Springfield, MA 01107-1111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all started January 5 2023 when comcast had guaranteed me a new ****** phone, *****, 500$ **** card, internet, and cable for $97.67! The lady ****** that was helping me said that she would hold that deal till the following Friday January 13 2023 because I was headed out of town and was not able to go before they closed to get modem and set up so she could set up the phone part of deal according to her, even whent as far as saying she had manager approval! So January 13 2023 comes i go in get my modem come home and doesn't work have to wait till January 15 2023 when tech comes and supposedly fixes it but still didn't work! Monday January 16 2023 another tech comes is here for about 2 hours super frustrated because he couldn't
  Figure out finds out the reason not working becasue 2 accounts active! So gets it going and I also go to Xfinity store by comcast in tigard that same night January 16 2023 and have them fix my account show over charges plus a this point I'm very upset but professional**************@comcast.com and the manager tells me that everything that was guaranteed was not going to be given to me and tough luck and that if it's issue just cancel service and pay restock fee! She knew I needed the service and used that as her advantage which is terrible customer service. At this point via assistant text on website, talking on phone and waiting, plus waiting for techs and getting in home stall done I'm into this easily 25 hours. $30 × 25 hours = 750$ that's what I would make of hours missed! So supposedly he fixes problems i keep just internet for $55 a month! So I was charged 6 times when i only authorized 1 time! They also opened 2 accounts which is why they charged me!
  Because of they're failures and unauthorized charges I was overdraft 4 times! Went back in January 19 2023 and was there for hour again because I got charged again unauthorized and still havent got my money back into bank account just the small credits they just added to my comcast account.

  Business Response

  Date: 02/17/2023

  February 17, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania 
  1880 John F. Kennedy Blvd., Suite 1330 
  Philadelphia, PA 19103 
   
  Re:***** ******
  **** ****** ****, Apartment ****
  Lake Oswego, OR *****
   
  Case Number:********
  Date of Notice:January 24, 2023
   
  Dear Sir/Madam: 
   
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service. 
   
  I spoke with *** ****** on January 25, 2023, and February 3, 2023, and confirmed he had not yet been a subscriber to Xfinity Mobile; however, he had recently subscribed to Xfinity Residential service at his physical address on January 5, 2023. During my interaction with *** ******, I attempted to review the account regarding his concern regarding the interaction he had when he subscribed to Xfinity service, and I was unsuccessful. Although, I was unsuccessful, I confirmed that Xfinity Mobile was offering a “On US” promotion for a ******* ****** *** device from January 5, 2023, through January 13, 2023, if certain eligibility requirements would be met. I also confirmed that due to *** ****** internal liability line of credit his account is not currently eligible for a device payment plan; however, is eligible for up to 3 lines of service for devices that either have to be paid in full or activated with a sim card under the Bring Your Own device program. I advised *** ****** that this information is based on his payment history and tenure with Xfinity, and he will be notified via email when he’s eligible.
  
  From November 1, 2022, through March 31, 2023, Xfinity Mobile is currently offering an ***** **** promotion in which certain eligibility requirements also must be met. If *** ****** had been eligible for a device payment plan and activated a new line of service within 30 days from date of purchase, he would be eligible to receive a monthly device credit towards the device payment. Due to *** ****** ineligibility, he currently does not qualify for the promotion. Our records did not confirm a prepaid card promotion was being offered during this time for the amount indicated on *** ****** complaint. 
  
  On January 26, 2023, a member of Xfinity Residential Internet department spoke with *** ****** and confirmed he does not require a service visit to his service address and that his Internet service is working as intended. The representative also confirmed *** ****** is currently subscribed to a 24-month promotional discount for the Fast Internet package. Additional services and the Internet modem are not included in the package price. This package was effective from January 17, 2023, and will expire on February 12, 2025, after which time retail rates will apply at that time. Comcast records indicate the service was actively working beginning on January 16, 2023, because of a service call on January 16, 2023, to his service address. 
  
  On January 20, 2023, a courtesy credit was posted to the account and appeared on the February 8, 2023, billing statement. The additional credit request is unjustified and has been respectfully denied. 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,  
   
  Arturo M. 
  XM Executive Resolutions
  

  Customer Answer

  Date: 02/18/2023

  [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 if u see those 2 pictures from my banking app you see 100$ was taken out it's pretty simple! That's not including 3 other payments I went into negative for them overcharging me! Its ridiculous a corporation so big has no accountability!! They basicly stole money from my account without my consent as well as putting me into negative 3 different times! Each overdraft cost $30 dollars.  And as of right now there worthless internet hasn't worked basicly all day! I did talk to ****** he was nice had empathy and listen to what I had to say but no resolve came from him or ****** the guy who was rude and condescending! If dont pay them for internet they shut it off and send me to collections! So what there punishment for theft wire fraud and for lying from day one about getting a bundle service! I have zero faults in what happened this all them because different people contacting my information making multiple accounts to score the account and make money for themselves.  When in reality all it did was hurt me had no food for a week because of them then I got sick and now 20× more ****** off!
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered internet service from xfinity. They scheduled an install appointment for Saturday, 1/21 between 8-10. I waited until 9:30 when a tech called & said he couldn’t find my house. He was given the wrong address. They had him in West Hartford & I live in Hamden. He said he’d be calling in to correct the problem. I get a text at 10 saying that my tech is on the way. No one showed. I waited until 1 & called &they couldn’t correct the mistake in the computer & refused to accommodate. I finally canceled when I got a text saying my tech was here trying to find parking which was not true. I spoke to a sales rep. Jackie was the only one who helped me. She signed me up again & suggested I go on a waitlist. The next available appointment was on the 27th. So even though xfinity made the mistake, they did nothing to get me installed Saturday. I was promised by tech dept they would call me & give me an appointment for Sun. No call. A sales rep said she’d have one of the 2 head men call me within 2 hrs. No call. But still, I gave xfinity another chance. I was on a waitlist for Sunday morning. They canceled it. Then I was on the waitlist for later on Sunday. Canceled. Tech department said they had no way of contacting the techs working & could not put me on their schedule for Sunday, the 22. I would think that if The company made the error they’d do backflips to correct it & accommodate me. This was definitely not the case. If this is how they treat new customers, I can’t imagine how horrible their customer service is once they have you as an existing one. I want a phone call from the people in charge & an apology. I will be canceling my new account if I don’t hear from someone asap & have the install fee waived plus a price break for my having to be inconvenienced all weekend. I waited 2 days & was on the phone all weekend without any solutions. I also want the install done asap when it’s convenient for me since I did what I had to but the incompetence of xfinity screwed up.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA  19103
  
  Re:       *************************************

              ** ***********
               Hamden, CT *****
  
  Case Number:               ********
  Date of Notice:             January 22, 2023

  Dear Sir or Madam:

  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity service.
  
  I made several attempts to contact ********************** via telephone and email after the completed appointment. Although I was unable to reach ********************** a review was completed on the account.
  
  Our records indicate the technician missed the original installation appointment on January28, 2023 due to an address mix up causing the technician to be late for the appointment and the customer having to reschedule. Our records reflect the installation was rescheduled and then completed on January 30,2023. 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,
  
  Anthony A
  Executive Customer Relations

  Customer Answer

  Date: 02/11/2023

  [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:
  Its completely untrue. Just to set the record straight: the original date for the install was January 21, am. After mixing up my address, I was told they'd rescheduled for later that day. Never happened. Then we rescheduled for the 22, no one ever came. I did speak to a ****** who called that Thursday, the 26. She signed me up again because I had canceled my service by then, & waived the installation fee. She scheduled my installation for Tuesday, the 31, but I told her I would be working. She promised a call back on Friday, the 27 because she was going to try to push my service call to Saturday, the 28. I never heard from her again. It was I who put myself on a waitlist for installation on the 28, which miraculously happened. The tech was wonderful. Very friendly, extremely efficient. Someone called a week later, asking if my install went okay. Of course, they had the wrong date as to when it actually was installed. The actual dates & information on this are so easy to verify- but I guess that isn't important to corporate. I never responded because at this point, I really don't care.
  
  The fact that they don't even know the actual details about what happened but responded anyway with their own narrative, without caring enough to actually look up the details speaks volumes to how much they care. The only compensation I received was a waived installation fee. I'm not asking for anything else here. Just an honest apology, owning the correct details. Apparently, even that is too much to ask for. I feel the public should know the truth before doing business with Xfinity.
  
  Regard
  *************************************
  

• Initial Complaint

  Date:01/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet service interruptions on Tuesday 01/17, Thursday 01/19, Saturday 01/21 between 11 am and 3:30 pm. Without previous warning, Comcast has been interrupting the Internet service in a methodical way every other day for several hours during the same time of the day. After any attempts of getting support, I have gotten text messages indicating there is an outage in the area and the services will be restore after a couple of hours. There is no possibility to contact a human being, everything is done through text messages with a robot that has very limited answer options to chose from. The only time on Thursday that was able to speak with a person, her English communication skills were limited and she limited to respond the same the robot was responding in the text messages, that there was an outage in the area. I want a reliable service and the refund of the about 9 hours in 3 days that I have not received the service I'm paying for. I work from home and I haven't been able to work during those hours.

  Business Response

  Date: 02/08/2023

  February 8, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:************************* ******* 
  *** ****************
  Antioch, TN  *****
  
  Case Number:********
  Date of Notice:January 21, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **************************************** regarding Xfinity service.
  
  On January 19, 2023, ********************** service was affected by an outage in her area, causing the loss of service for multiple customers. On January 19, 2023 the outage self-cleared and services were restored. On January 21, 2023 an outage occurred in the area which affected the services. 
  
  On January 21, 2023, Comcast's maintenance team identified and corrected the issue causing the outage by adjusting equipment within the service node to restore the services. 
  
  On January 23, 2023, I spoke with ****************** and confirmed services are working normally. I applied a credit to ******************** account on January 23, 2023 to compensate for service interruptions. The credit will reflect on the billing statement dated February 7, 2023. ****************** was provided my direct contact number should she require additional assistance. 
  
  After resolution was provided to the customer two more unplanned outages occurred on January 26, 2023, and on February 1, 2023 where a component was replaced. As of today, the signals are within specification. 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:01/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had service with comcast/ xfinity mobile phone service, I canceled, paid my bill in full, as there was a balance due on a phone. then they keep sending me a bill for 45.83  I have disputed this bill with them several times, (once a month when the keep sending it) They dont seem to be able to tell me why i am being charged ? They tell me i dont owe a balance and they will refund me difference(?) said they would take care if it, after being transferred to several different debts, none of whom can explain why i have a charge on my past account, as the account has been paid in full. yet they keep charging me on my automatic payment for the amount, I dispute the amount with my credit card company and the charge is eventually removed, but then they charge me again the next month and i have to dispute it again. I would like to know if this can be stopped. I dont believe i owe the money, as every time i try and contact them they tell me the problem is taken care of and that i dont need to pay anything. yet i am still being charged...Can we resolve the issue and find out why i am being charged on account that has been closed for over 6 months if charges are valid please explain why i am being charged and we can resolve the issue.please advise thank you

  Business Response

  Date: 01/25/2023

  January 25, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       **** ******
              *** **** ***, Apartment ***
              Salinas, CA *****
  
              Case Number:                      ********
              Date of Notice:             January 20, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  On January 23, 2023, I spoke with **************** regarding his Xfinity Mobile concerns. On January 1, 2023, *************** initiated a dispute with his financial institution, resulting in the charge being readded to his Xfinity Mobile account. **************** has initiated 2 disputes regarding his September 4, 2022, billing statement, which included a device payment of the ****** ** Pro **** On September 12, 2022, **************** paid the device in full after the September statement had already printed.
  
  On January 23, 2023, as a courtesy, a credit was applied to the account to waive the balance as *************** was advised previously nothing additional was owed to his account. 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,
  
  *******************
  XM Executive Resolutions
  ************** Extension *******

  Customer Answer

  Date: 01/25/2023

  [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:01/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My plan was set at $70 per month with unlimited data and free Xfinity modem. My internet cut out so the agent said she needed to send me a new modem. By doing that I lost the promo and my bill went up to $95 per month. I asked how I can save because I can't afford this and they said to get my own modem. I got my own modem and now Xfinity said that if I want unlimited date with my modem my bill is actually going up to $105 per month. They will not honor any internet only promos for us even though we've been existing customers since 2006.

  Business Response

  Date: 01/25/2023

  Tell us why here...January 25, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ***************************
              ***** *****************
              Westminster, CO *****
  
                Case Number:              ********
              Date of Notice:             January 17, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service. Please note, ************** is authorized on this account.
  
  On January 23, 2023 I spoke with ************** and confirmed she is currently subscribed to a 12-month agreement for the a Superfast Internet at a promotional rate. A monthly discount is also applied for enabling auto pay and paperless billing. Additional services include *************** The billing promotion discount was effective on January 16, 2023, and will expire on January 27, 2024, after which the standard retail rates will apply. Additional equipment charges, taxes and fees are not included in this promotion.
  
  On December 19, 2023 a courtesy credit was applied, which reflected on the December 23, 2022 billing statement. Further, on January 6, 2023, two further courtesy credits were applied, and on January 17, 2023, a final courtesy credit was applied. All three credits will reflect on the January 23, 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,
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:01/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once again we are back to your xfinity mobile account being charged fees for services that are included in our plan. I have been through this multiple times and it took much effort on my part to get it resolved, finally thought we were past this but nope. Its back again. I contacted support via phone and the agent was very friendly, provided me a credit, but was unable to correct charge on my account, so the charge is still there. New billing cycle started today and its on the new cycle as well. My line is being charged $4.80 for unlimited talk and text which is included already with what we pay. I just want this corrected and to have to continually contact about this issue. At this point they should have their system fixed so this doesnt happen. There are many customers having the same issue. I have to wonder how many dont even realize it and xfinity is getting away with it and making a significant amount of money of this continued issue.

  Business Response

  Date: 02/03/2023

  February 3, 2023
   
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:*******************
  **** ******** ****** **** 
  York, PA  *****
  
  Case Number:********
  Date of Notice: January 16, 2023
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate an unknown billing system error, causing the charge for the line access fee causing the incorrect bill charges. On January 17, 2023, an escalated ticket was created to remove the line access fee. On January 18, 2023, the ticket was completed removing the line access fee from the mobile account. 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,
  
  Angelique S. 
  Executive Resolutions

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Oct I signed up with xfinity for internet, phone and mobile phone. They send out a technician to run the wiring for the service. Everything is wired into my home. To complete the service I need a maintenance crew to splice there wiring to the box by my mailbox. Every week they send out a technician they tell me that they can not do that job, I need a maintenance person to that job. I have 6 technician tell me this. These technicians report this to there supervisor. They tell me that there supervisor will take care of it. So they set up another tech to come to the house again they tell me they can't do the job. They gave me a cell phone and made me transfer my number to there service xfinity mobile from consumer cellular. I did this. Went to the xfinity store in draper **** at the first of Dec. End of Nov. They said they would take care of the situation. Again they send out a technician again the technician said they can't do this job. It needs to be a contractor, or maintenance crew. So on the 11th of January I went back to the store in ******. I asked them to take the phone back because they charged me ***** for one month. I went from consumer cellular ***** a month to ***** a month. They told me I couldn't return the phone it has been over 14 days. Now I try to call there customer service, they keep hanging up on me. I guess they are working from the ***********. I cannot get a person in ******* to speak to me. They just keep telling me to call the number to see if a American person will answer the phone. I need help. I need to get this straightened out. I am being billed for a service I do not have. I would like the service all they have to do is send out the right crew. If they keep hanging up on me what do I do. I have service with century link but I have a phone that doesn't work because there it keeps cutting out. I can't call out or talk to anyone because they can't here me. Static, cutting out.

  Business Response

  Date: 02/24/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
  
  **************************
  ***** ************
  ********** ** *****
  
  **** ***************
  **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On January 23, 2023, I spoke to ************, when it was confirmed, the installation had not been completed and charges had yet to begin. On January 23, 2023, I received an email from technical operations to let me know that it was found that there was no line to service **************** house. On January 30, 2023, technical operations found a way to service **************** house and on February 9, 2023, they confirmed that the line was ready. On February 21, 2023, the installation was completed. The fist billing statement generated for service dates February 21, 2023, through March 17, 2023, on the February 21, 203 billing statement. ************ is subscribed to Fast Internet and Xfinity Voice at a monthly promotional rate that is effective until February 17, ****. The account also has a promotion for xFi Complete at no charge for 24-months until February 17, ****. At the conclusion of the promotion timeframe, standard rates will apply. These promotional prices do not include any additional services, equipment rentals, or applicable taxes and fees.
  
  Then, on February 23, 2023, ************ sent me an email to let me know that the service was not working, a service call was scheduled for February 23, 2023. On February 23, 2023, the service call was completed, and it was found that the internal wiring was defective, and it was replaced. 
  
  On February 23, 2023, I spoke to ************, I told her that I see that the service call was completed, she told me that everything is working just fine now. On February 23, 2023, a credit was applied for loss of service and the credit will reflect on the March 21, 2023, billing statement. 
  
  In reference to the Xfinity Mobile service, our records indicate ************ established Xfinity Mobile services on November 7, 2022, on the by-the-gig data plan for $15 per GB used. On January 18, 2023, I spoke with ************ and explained for the December 14, 2022, billing statement we charged her by-the-gig data for 1.04GB used, a one-time line setup fee for the new services, and taxes. I explained to ************ that if we are unable to service the location and she keeps the services, she will be charged an additional $25 line access fee per month. She stated she understood. ************ decided to hold off on disconnecting the services until she speaks with our residential department on whether we will be able to service her location for the internet. I explained to ************ that if we are unable to service the location and she chooses to return the ****** Pixel 6a, 128 GB Charcoal IMEI ending in ****, as a one-time courtesy I will honor the return. I explained the device will have to be in like-new condition or she will be charged the full amount for it. She stated she understood. 
  
  On January 23, 2023, I spoke with ************. She stated she would like to return the device. I explained I have submitted a request to have a return label sent to her. I explained the device must be returned via ***** only and that once it is in the warehouse, grading can take **** business days. I explained once the device is graded in good condition, all charges for the device will be removed.  On January 23, 2023, I provided ************ with her porting pin number and explained it is good for 5 days. I explained once she has ported the number out to send me an email so that I can ensure the services are disconnected. On January 26, 2023, I reached out to ************ to explain I have confirmed via tracking # the device is on the way back to the warehouse. I reiterated via voicemail that once the device is in the warehouse, grading can take **** business days. I explained once the device is graded in good condition, all charges for the device will be removed. ************ has my direct contact information to reach out to me regarding the device return if necessary. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

  Customer Answer

  Date: 03/01/2023

  Thank you for the time and effort you have put into this case. 

  I do have internet, home phone. The only problem is there is no one that can give me a itemized nbill of what I am going to be charged for these service. In October of 2022. I was quoted ***** dollars for home phone, internet, cell phone, and ***** for installation.  They sent me a estimate bill of ***** dollars without the cell phone for the term of 2 years.  When I contacted them the agent "ace" told me they had not recieved the phone and told me to go and pick the phone up where i dropped it off and send it to them. (Really this was February 23, 23)   i returned the phone in January.  You are dealing with the ***********.  Until i recieve a itemized so i know how much my internet and home phone i am still not satisfied. I have emotionly been put through  ****.  I will retry to find out what i am being charged for on February 3rd.  I definitely would not refer this company to no one. You cant run a business from another country. They are really hard to understand. I will say everyone i have dealt with in this country have been very good and understanding. I thank everyone in this country that helped me threw this mess.  ***********************, **********************, and a man his name is *** i didn't get his last name. All the tech were very nice and respectful.  Thank you again

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was advised to call the company back by 01/10/23; which I did, to request my same rate, $29/mo., from previous year. I spoke w/*****. He was professional, however, after listening to about a 10 min sales pitch (which I didn't ask about or request), he told me the offer wasn't available. I explained about the on-air commercial adverting the offer. He then said it ended & I needed to be a new customer (I captured the ad to my device) & it's not what I was told, last year. Then he offered an up-sale, to $30/mo. I've complied w/the company's request, over the years, to keep my rate low, I.e. paperless, then added a debit card, to last year, all of the aforementioned + now directly from my bank acct (which I didn't want to do). Once they have your bank account, they can continue to withdraw any amount they want. He says I have until Jan 19th, or my acct. will go up automatically. I do not agree w/this, at all. I'm told I'm a loyalty customer. Regards,

  Business Response

  Date: 02/02/2023

  February 2, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ************************;
         **** *********** 
          Bloomfield Hills, MI *****
  
  Case Number:   ********
  Date of Notice:  January 17, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On January 24, 2023, I spoke with ****************, a valued Comcast customer since 2016. The promotional rate requested applies to new customers only. Our records reflect that on January 20, 2022, **************** accepted a 12-month contractual offer for the Connect More Internet, at a promotional rate, with a term agreement effective January 20, 2022, through January 20, 2023. The offer included a contractual discount effective through January 21, 2023, at which time the standard retail rate was applied. **************** was also enrolled in Xfinity ******* at no charge. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. **************** received a self-service discount with enrollment in both automatic payments and paperless billing. The transition to the standard retail rate was reflected on the January 18, 2023, billing statement. 
   
  During our interaction, I presented **************** with the available promotional offers for the Connect More Internet for existing customers. However, **************** declined to make any changes to the account. On January 24, 2023, I applied a courtesy credit to the account, which will be reflected on the February 18, 2023, billing. 
  
  On January 24, 2023, **************** requested to disconnect her account with a stop billing date of February 21, 2023. The disconnection order was created and is scheduled to be completed on March 3, 2023. However, our records indicate that on February 2, 2023, **************** elected to cancel the disconnection of service. Records further indicate that on February 2, 2023, **************** accepted a 12-month promotional rate for the Connect Internet service, which is valid from February 2, 2023, through February 21, 2024. The new promotional rate will be reflected on the February 18, 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,
  
  ************
  Executive Customer Relations
  

  Customer Answer

  Date: 02/03/2023

  On 01/18/23@1235 EST, I did speak w/*** (very polite), from the Escalation Team. He wanted to look into claim. On 01/24/23, @1605 EST, *** contacted me & offered $52- credit, because my next bill was already showing an increase (not agreed to by me) of $52-, also offered $30/mo amount that I declined, requesting cancellation, for upcoming bill.

  Shortly thereafter, I received an email asking me to call regarding my pending cancellation. February 2, 2023, I called & spoke w/Steph (professional & helpful)@1256, who thankfully accommodated my initial request, for $20/mo, for 1 year. I wanted to continue w/this company & now I will.

  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:01/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Xfinity/Comcast Account number is: ****************. I am a long-time customer. Until this month, I had been paying $60 and $65 a month for home internet. I got this month's bill and it was for $80. I logged into my Xfinity/Comcast Account and chatted with a representative. A copy of the full chat is attached.I asked: "My Xfinity/Comcast Account number is: ****************. My bill has always been $60 or $65 a month. Why is it now $80/month?" Eventually, I was put in touch with a live agent, *******. The agent reviewed my account and told me: "I checked your bill you are charged for wrong charges it will get minus from your bill d not worry about it." I asked: "Should it be $60 / month instead of $80/month for Xfinity/Comcast Account number ****************?" The agent said: "It will be $60.00 month." I then asked: "Will I be refunded $20 for the current bill?"  The agent said: "Yes, it will get refund." The agent also said it would be refunnded on the upcming bill and "********* Is the reference number." I followed up to confirm: "So there will be a $20 refund. And my monthly bills will be $60 each month going forward? (Not $80?)". The agent said: "Yaa, your monthly bill will be $60.00 and you will get $20.00 refund be rest assured." I also asked: "So I will get $60/month until September 30, 2023?**" and the agent said:"Yes, you are correct." I then asked: "And then my contract ends after September 30, 2023?" and the agent said: "Yaa, absolutely correct." Today, another Xfinity/Comcast agent, *******, told me: "I'm not seeing the adjustment at the moment. However, I recommend that we review your account to make sure you are getting the most value. . . Thank you for the screenshots. It may take some time for the adjustment to be applied. However, I'm not showing any changes were made to your plan. With your current service, your bill we be $80 a month due to a promotion ending."What is my rate? When does my contract expire? Did ******* lie?

  Business Response

  Date: 01/31/2023

  
  January 31, 2023
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***********************************
         *** *************
        Sacramento, CA  *****
  
  Case Number:   ********
  Date of Notice:  January 12, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On January 30, 2023, I spoke with ************ regarding a billing concern. Our records indicate that the current 24-month Extreme  Pro+ Internet promotion ended on October 10, 2022, and on October 11, 2022, retail rates would have become effective. However, as a courtesy, on September 20, 2022, ************ was placed into a step price increase promotional rate, which allowed ************ to retain his existing Extreme Pro+ Internet plan at a discounted rate instead of retail rates applying after October 10, 2022. The step price increase promotional rate became effective on October 11, 2022, and ends on October 10, 2023, at which time retail rates will apply. 
  
  As a courtesy, a one-time credit was applied to the account on January 30, 2023. This credit will reflect on the February 6, 2023, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *****************************-****.
  
  Sincerely,
  
  Lee C.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Comcast since 1996. I am never late on paying my bills. Yet, Comcast has repeatedly tried to bully me into letting them access my checking account to pay the monthly charge. I have refused to do this. I prefer to may the payment myself. So, Comcast continually charges me a late fee of $10.00, which I refuse to pay. They also are charging me for services I do not receive; such as: 800 mbps - of which I only receive 146-165mbps, they are also charging me for a regional sports fee...........I do not watch sports. I have tried on numerous times to change my service, but each time Comcast will not allow it. The services which are listed on their web page (which should allow me to change my services my self) Comcast says are not applicable to my account. I have been calling them for 3 DAYS, trying to get an agent. Finally got an agent, but her English was terrible, and I don't speak whatever language she was using. Comcast is advertising fraudulent services on their website, they try to bully you into a contract you do not want and their service is beyond awful. PLEASE HELP.

  Business Response

  Date: 02/08/2023

  February 8, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA  19103
  
  Re:**********************;
  **** *******************
  Howell, MI *****
  
  Case Number:********
  Date of Notice:January 11, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ****************************
  
  On January 4, 2022, **************** accepted a 12-month promotion for Xfinity Ultimate TV, and Superfast Internet services.  As was disclosed to **************** at the time she accepted the promotion, the monthly rate does not include additional equipment charges, service charges, or applicable taxes and fees (including the Regional Sports Network Fee).
  
  The Regional Sports Network Fee is an itemized charge that appears on customers bills. The Regional Sports Network Fee is not a government-mandated fee and will increase from time to time. It is based on our costs of providing the regional sports networks that we carry on our cable systems in each area. These costs include the fees that regional sports networks charge us to carry them on our cable systems, fees that are among the fastest growing components of our programming costs. The Regional Sports Network Fee is not included as a part of pricing under a promotion or minimum-term agreement and can increase during a promotion or minimum-term.  Because ******* Xfinity TV Service includes regional sports programming, she is charged the Regional Sports Network Fee.
  
  Customers received advance notice before the Regional Sports Network Fee was first introduced, and they receive advance notice before an increase of the fee takes effect. In addition, Comcast discloses the Regional Sports Network Fee at several points throughout the customer experience, including in its advertising, during a customers ordering process, on a customers bill, and through customer support and education on Comcast’s website. When a customer adds a new service and before Comcast seeks the customer’s approval at the final point of sale, the customer is informed of the Regional Sports Network Fee. 
  
  We also note that offering packages of channels to our customers, rather than offering channels on an a la carte basis, provides both the widest variety of content and the best value. Accordingly, if a customer subscribes to a package that includes regional sports programming, the customer is charged the Regional Sports Network Fee even if the customer does not regularly watch the regional sports programming.  If *** ****** does not want to be charged the Regional Sports Network Fee, she can downgrade her Xfinity TV service to Limited Basic.
  
  With respect to *** ******’s billing concerns, a review of her account reflects that the billing statement issued on November 2, 2022, had an outstanding balance due for services billed from November 15, 2022 through December 14, 2022, and due by November 23, 2022.  The payment for this billing cycle was not received until December 3, 2022.  Accordingly, *** ****** charged a late fee on December 2, 2022. When a payment is not received by the due date, the account is subject to a late fee. Late fees also apply to returned payments.  The billing statement dated December 2, 2022, reflected a balance due for the previous statement balance and new charges from December 15, 2022 to January 14, 2023 and the late fee assessed on December 2, 2022. On December 15, 2022, *** ****** made a payment for the statement balance, less the late fee leaving an unpaid balance. The billing statement issued on January 2, 2023, reflected the carryover balance from the previous statement and new charges for services billed from January 15, 2023 through February 14, 2023. On January 4, 2023, *** ****** made a payment for the statement balance, less the late fee applied on December 2, 2023. On January 17, 2023, a courtesy credit was applied for the late fee. The credit will be reflected on the February 2, 2023 billing statement. 
  
  On January 12, 2023, *** ****** ordered ********* Stream via TV Box.  On January 17, 2023, *** ****** accepted a downgrade to Xfinity Choice TV and Connect More Internet services at the standard retail rates.  *** ****** consented to the change of service via text message (SMS) on January 17, 2023. Comcast offers an optional self-service discount for customers that elect to maintain both automatic payments and paperless billing. Participation is not required. The amount of the discount is determined by the payment method, credit card or bank account, used for the automatic payment option. The self-service discount will be applied within 45 days of meeting the requirements.  Should either option be discontinued the discount will be removed. 
  
  On January 18, 2023, I spoke with *** ****** to advise her of the above information and apologized for any inconvenience she may have experienced.  In addition, I offered *** ****** a service visit to address her service related concern; however, she declined at this time.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  Eric G. 
  Executive Customer Relations 
  ********************************