Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  5755 W Maple Rd Ste 121 W Bloomfield, MI 48322-4415

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

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/18/2023

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

• Initial Complaint

  Date:12/21/2022

  Type:Product 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 cable and internet service with xfinity for 4 years. On 10/08/2022 discontinued service with xfinity. I turned in all of their boxes and a receipt was given to me. I had just paid the bill on 10/01/2022. So I only had service with xfinity for 7 days. A refund of $81.00 was to be returned to me. I have called numerous times and was told that the $81.00 will be Mailed to my home and to receive it in 30 days. It is now the end of December and I have not yet received my $81.00. I just want the money that is owed to me. Thank You

  Business Response

  Date: 01/13/2023

  
  January 13, 2023
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
  
  Re: Case Number:18620629
  Date of Notice:December 28, 2021
  
  
  ***************************
  501 ******************
  ******, ** 66061
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On December 29, 2022, I spoke with ****************** regarding a refund request. I confirmed the refund for overpayment after cancellation was refunded to the bank account on file as of October 19, 2022. On January 13, 2023, I received a voicemail message from ****************** confirming receipt of the refund. 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: 01/14/2023

  [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:12/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You all are super idiots, I keep having the same problem with you adding late fees and saying I don't pay my bill when, there is no way in hell owe you $64.00 (with the added bill due Jan 2023 included) you can have it all. There are too many companies out here you are just one.... I'm so tired of you idiots if you gave it to me free i wouldn't take it, I paid for this month, yet you suspended the account, and I just made a payment.... I have already cancelled the service and most of all bite me. I dare you to call me I promise you will get some words NOT in the bible

  Business Response

  Date: 01/09/2023

  January 9, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  
  Re:******* ***** ******
  **** ********** ******
  Detroit, MI *****
  
  Case Number:********
  Date of Notice: December 21, 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 communicated with *** ****** via email regarding her billing concern. Our records indicate payments were not received to the account for the months of April, May, August, and September. Due to the payments not being received, *** ******’s account has had a past due balance carried over each month. The account does reflect a history of late fees being applicable and applied to the account. A late fee is applied when an account is past due every 30, 60, and 90 days. On December 20, 2022, services were suspended due to the past due balance.  
  
  As requested by *** ******, the account was fully disconnected on December 21, 2022. *** ******’s disconnected account does reflect a remaining balance for service charges billed up to December 20, 2022. The account was also billed an unreturned equipment charge for the Comcast equipment. Once the Comcast equipment is returned, the unreturned equipment charge will be removed. The remaining balance reflected on the December 21, 2022 billing statement is accurate. As such, the request for compensation 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 (866) 642-4868 Extension *******.
  
  Sincerely,
  
  Chris M.
  Executive Customer Relations
  

  Customer Answer

  Date: 01/10/2023

  [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:          Dec 22, 2022 .....I sent money order's/proof showing the payment for April and August, so I only owe, $20...............you know where you can put your fees......it amazes me that an "executive", makes accusations without doing their homework, the xfinity web acknowledges the august payment online..... here is proof the same proof I sent you Dec 22,22.yet you still say i missed these payments.......read em' and weep liars!
  
  
  Regards,
  
  
  
  ******* ***** ****** 
  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 Relations
  
  

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried contacting Xfinity about the cost of my service and plan and can not get anyone to respond

  Business 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 Relations
  

  Customer 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 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 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 did 
  

  not understand that the Comcast Corp was having ongoing third party issues that 

  could 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 Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 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 Relations
  

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Relations
  

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Relations 
  

  Customer 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,
  
  *************************************