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

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  Comcast, Inc.

  PO Box 77770 Detroit, MI 48277-0770

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast

  21124 Protecta Dr Elkhart, IN 46516-9536

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:11/07/2022

  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.

  On Friday 11-4-2022 I went to the Xfinity Store located at ******************************************************************************** to provide new billing info for my auto-debit taken out monthly for $9.95 for internet access. I had just changed banks after approx 3 1/2 years of having an account with them. They could not do the change in the store and referred me to a phone # to call. I was not opening up a new account, but only providing either bank routing numbers or a new debit card # for auto-debit. I had provided this info to approx 10 other business accounts easily at no charge to me. The phone representative took my debit card info and proceeded to charge me $49.99 for a one-time charge. He also sent me 2 different verification codes, one after another, which stated that no Xfinity employee would ask for these codes....but he did for both codes and said it was ok. when he told me of the $49.99 charge I relied "that's outrageous" and he hung up. I was not rude or offensive, but only remarked. Not one of the other business's charged me for the change. I am on Social Security as my only income, live in HUD housing for 3 1/2 years, have had 3 heart attacks, am Type 1 Diabetic on an insulin pump, Stage 3 Kidney Disease, and several other conditions which produce relentless pain throughout my body. I pay extra for a supplemental insurance plan, for my Social Security is about $100 higher than the average, and do not receive any other discount assistance such as ********* ****** discounts, etc.. My income is depleted every month by inflation and other financial factors. Xfinity-Comcast has a reputation for very poor service and sudden exorbitant billing increases to others in my 62+ retirement community. This totally unexpected charge of $49.99 just to provide changed billing info on an existing account, when no other business required this to maintain uninterrupted billing, is outrageous, greedy and has depleted my account of money needed for prescriptions, food, phone bill, etc

  Business Response

  Date: 12/05/2022

  
  
  December 5, 2022
  
  
  Better Business Bureau
  4099 *************
  ******, ** 18507
  
  Re:       *********************
              ********************************************************************************************************************************************************* 98273
  
                  Case Number:                      18370273
              Date of Notice:             November 8, 2022
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by **********************
  
  Comcast investigated Mr. ****** concern about being charged a fee to update the automatic payment instrument he uses on his ********************** account. The investigation determined that the call interaction ************** described in his complaint was not with Comcast. Comcast does not charge a fee to enroll in AutoPay or to change the payment instrument used for AutoPay. In addition, Comcast has not received a $49.99 payment on Mr.****** ********************** account. It appears as though the interaction was part of a scam perpetrated by an unauthorized third party or parties. Customers can call 1-800-Comcast to verify the legitimacy of any callers claiming to be from Comcast. Customers can also visit Comcasts security alerts site for information about potential scams.[1]
  
  Comcast *************************** (CSA) personnel made several attempts to contact ************** to address his concern and left messages with their contact information should ************** have any questions or concerns regarding his ********************** account.
  
  Should you have any questions or require additional information regarding this matter, please contact CSA at the telephone number below.
  
  Sincerely,
  
  
  Comcast ***************************
  **************
  
  
  
  
  [1] https://internetsecurity.xfinity.com/help/alerts
  

• Initial Complaint

  Date:11/07/2022

  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.

  2 years ago, I switched to Xfinity internet. To get me to switch my cell plan to Xfinity, they offered to throw in a free iphone SE. I didn't really need it because I had an older paid off Galaxy S8, but decided to go ahead and switch and my son could use the free phone. So I bought a new iphone 12, switched my old # into the new phone and got my free iphone with a new # for my son. Their app never worked right and any time I tried to call, it took forever to reach anyone, so I never looked at an itemized statement until last month, and saw a $16 monthly charge for the "free" phone. Call customer service and was told that promotion was only if you pulled a # into Xfinity, which I did. They said no, it has to go into that particular phone. Sales guy never said that and set me up with a new #. I've now found out I paid $400 for a phone I never wanted or needed, when it was promised to be free as an enticement to switch my entire phone service, which I did. I spent 1.5 hours at the Xfinity store Saturday with zero solution, and told a regional manager would call me, which they haven't.

  Business Response

  Date: 11/23/2022

  November 23, 2022
  
  
  BBB of Metro Washington DC & ********************************************** **********************************************., Suite 1330 
  ************, ** 19103 
   
  Re:*****************************
  2320 ***************
  *********, ** 98685
   
  Case Number:18369843
  Date of Notice:November 8, 2022
   
  Dear Sir/Madam: 
   
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity Mobile service. 
   
  Comcasts records indicate that ******************** placed 2 Xfinity Mobile device orders on December 29, 2020, for an Apple iPhone 12 Pro *** and an iPhone SE. During this time, a On Us, promotion was being offered for an iPhone SE device which provides a monthly credit equal to the monthly installment of the Device Payment Plan for the device, over a ******** period if certain eligibility requirements are met. The requirements for the device credit in which are disclosed at the time of the sale and listed on the customer agreement requires a new line activation with a ported phone number from another provider within ********************************************************************** service during the 24-month period. Due to the device being activated with a native phone number, ******************** was not eligible for the promotion. 
  
  As a Xfinity Mobile subscriber, access to the mobile account to view a summary of the current and previous billing statements are accessible by logging in to the account online or through the mobile application. If a customer is unable to successfully log into their account using their Xfinity ID and password, they *** contact our care teams to diagnose the issue and or provide a thorough review of the account. On November 5, 2022, ******************** contacted our care teams to change her account password and inquiry about the device payment that had reflected on her billing statements. Although, our records do not confirm Ms. ********* account password was updated, she was advised correctly the charge was for a device payment. On November 10, 2022, a review of the account was performed, and no issues were noted regarding as to why ******************** *** have not had access to her account. 
  
  On November 10, 2022, I spoke with ******************** and confirmed the information above. ******************** had advised me that she had updated her password previously and was able to view her account. On the same day, I provided ******************** the promotion requirements that had not been met which included a monthly device payment charge as of her December 28, 2020, through her current October 28, 2022, billing statement. I then advised ******************** that our records did not confirm she had attempted to return the device within the time allowed and respectfully declined her request for a refund. I also informed ******************** that once the current October 28th statement payment has processed, the device will be paid in full. Although I had declined a refund for the device payments, on November 10, 2022, I applied a courtesy credit to Ms. ********* October 28, 2022, billing statement for the service charges that currently reflect. 
  
  On the same day, I apologized to ******************** regarding her recent visit at the local Xfinity retail store and that our records did not confirm she was promised a follow up call or that it was provided. On November 14th and 15th all 3 lines of service were cancelled and transferred to T-Mobile. 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, 
   
   
  **************** 
  XM Executive Resolutions 
  

  Customer Answer

  Date: 11/29/2022

  [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: 18369843
  
  I am rejecting this response because: 2 credits were promised to me.... 1 for $25 for customer service on the Saturday I went to the XFinity store that was never forthcoming. And then I spoke with ****** a couple days later after a regional XFinity manager failed to call on Monday as promised, and was again promised a credit that was never applied to my account. My account showed 2 paid off phones and I was told there would be no problems porting my numbers to **mobile, so I went to the **mobile store only to find out Xfinity, though their app showed the phones as paid off, claimed there was 1 payment left for each phone.  To clear the phones so I could port the numbers out, I was told I had to pay the bill in full which I did on that day, totaling $226. No credits were ever applied as promised. I still show a bill owing in fact for $29.51. For what, I have no clue. I should be owed money on this account. ****** states that their customer service rep at the time of purchase of the phone stated I needed to port a number to get the promotion. I did this. I ported my primary number over to Xfinity. I was told if I ported this number over, they'd give me a free phone. So I did. They even convinced me to buy a really expensive IPhone 12. Their sales person is the one who ported the number over to the expensive phone and gave me a new number for the free phone. He never said the number had to be ported over to the promotional phone, not the other one. I never would have purchased that phone. Their cancelation window is 14 days.... who checks their account within 14 days to see if a company's sales rep just defrauded them on a promotion? No one. Altogether completely unhappy with Xfinity and their constant stream of lies and failure to follow through on promises or know their own products. There is something to be said for customer retention, not just new business, and Xfinity fails the test. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/07/2022

  December 7, 2022
  
  
  Better Business Bureau
  4099 *************
  ******, ** 18507
   
  Re:*****************************
  2320 ***************
  *********, ** 98685
   
  Case Number:18369843 Rebuttal
  Date of Notice:November 28, 2022
   
  Dear Sir or Madam: 
   
  This letter responds to the above-referenced rebuttal submitted to your office by ************************************************* 
  
  From October 16, 2020, to January 11, 2021, Xfinity Mobile customers could qualify for a discount off the price of a new iPhone added to a new line of service with a device payment plan and an intent to port an existing telephone number from another carrier. After porting, the promotion is delivered to the customer in the form of a monthly bill credit spread over 24 months. On December 29, 2020, ******************** purchased an Apple iPhone 12 *************** ******************** ported an existing telephone number for this device and received the promotional credit over a 24-month period.  
  
  From November 23, 2020, to January 11, 2020, Xfinity Mobile customers could qualify for an Apple iPhone SE (64GB) device On Us when adding it to a new line of service with a device payment plan and an intent to port an existing telephone number from another carrier. After porting, the promotion, equal to the devices full retail value, is delivered to the customer in the form of a monthly bill credit spread over 24 months. Unfortunately, ******************** was not eligible to receive the monthly credit offered under this promotion because she did not port a telephone number to the line of service for the iPhone SE device.  
  
  Regarding Ms. ********* account credit concerns, Xfinity Mobiles records show that courtesy credits were applied to her account on November 7, November 28, and December 2, 2022.  No further credits are due to Ms. ********* account, which is now closed with a zero balance.   
  
  Additionally, payment is not required in order to port a telephone number to another carrier.  On November 14 and 15, 2022, ******************** successfully ported her telephone numbers from Xfinity Mobile to another carrier. 
  
  We apologize for any misunderstanding or miscommunication that ******************** may have experienced while attempting to resolve her concerns.  Please feel free to contact me should you have any questions or require additional information regarding this matter. 
  
  Sincerely, 
   
   
  **************** 
   Xfinity Mobile Executive Resolutions
  ************** - extension 3005362 
  
  

  Customer Answer

  Date: 12/08/2022

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

• Initial Complaint

  Date:11/07/2022

  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 my Xfinity, account# *** ** *** *******, from **** ***** ******** ***., Chicago, Illinois ***** to **** **** **** ******, unit ***, Chicago, Illinois ***** August 2020. Since that time I lost some of my services included in my monthly bill of $367. I was unable to get *** ***, (included in my package/price), and any online services such as bill payment, or online customer service. I have complained to Xfinity several times. The last complaint was October 30, 2022, ticket# ********. A technician was supposed to call me back in 24 hours. No response. I am paying as a consumer for services I am not receiving. Any help would be appreciated.

  Business Response

  Date: 11/25/2022

  November
  25, 2022
  
  BBB of Metro Washington DC & Eastern
  Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ********* ******
              **** **** **** ******
              Chicago, IL *****
  
              Case Number:              ********
              Date of Notice:             November 7, 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 November
  23, 2022, I spoke with *** ****** regarding her service concern(s). Our records
  confirm the issue was caused by *** ******’s user ID being associated with a
  previous account that was no longer active. I confirmed with *** ****** that
  she was able to access all her services and functions of her account after her
  user ID was moved to her current account.
  
  On
  November 23, 2022, I provided *** ******’s account a credit for the issues
  experienced. This credit will appear on the December 9, 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 (866) 642-4868, Extension *******.
  
  Sincerely,
  
  Matt W.
  Executive Customer Relations

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:****** ***********
  ** ***** ******
  Vernon, CT *****
  
  Case Number:********
  Date of Notice: December 25, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *********** regarding Xfinity service.
  
  With respect to the Affordable Connectivity Program (ACP), it 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 ACP, current and new?Xfinity Internet customers who verify their eligibility through the ********* ******* ************** Co.’s National Verifier?and then enroll in ACP 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 ACP with Xfinity are available at Xfinity.com/acp.
  
  On December 22, 2022, the ACP benefit was removed from the account in error. On December 28, 2022, I spoke with *** *********** and applied a courtesy credit to the account that reflected on the January 5, 2023 billing statement.  On January 8, 2022, the error was resolved and the ACP was reapplied to the account. The  ACP credit of $30.00 was applied on January 9, 2023 and will appear on the on the February 5, 2023, billing statement. 
  
  Additionally, on January 12, 2023, based on the request in the complaint, the last name on the account was updated to ***********. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at (856) 566.3084
  
  Sincerely,
  
  Drena S.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 01/17/2023

  [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:
  
  My complaint against Comcast was regarding my account incorrectly mixed up with a former customer ******* *****. I am paying for a cable package that includes *** *** that I am not receiving. I never applied for any internet program. Comcast has mixed up my complaint with someone else.
  
  
  
  Regards,
  
  
  
  ********* ******
  

• Initial Complaint

  Date:11/03/2022

  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'm a current xfinity comcast subscriber and have been since April 2022. I'm an active duty service member and renting a house on Indian Head ***** Base. On September 11, 2022, a branch fell and knocked down the internet wire thereby severing our internet connect. I called the service technician and within three days they were able to restore our internet by running a temporary wire along the ground. The permanent plan was to bury the line, however as this was not my house and I was living on base, I decided to make sure it was ok with base housing. After contacting base housing I was told that the wire could not be buried and that it would need to be re-hung. I immediately contatced the xfinity service tech and told him that base housing would not allow the line to be buried. He seemed perplexed and stated that his supervisor would contact me. It has been 49 days and my wire is still on the ground. I have contacted xfinity a handful of times and they always tell me a serice tech will show up, but they never do. My internet works, so I don't ever think about it, until I get home and drive over my internet wire which runs accross the street. I'm concered that if this is not resolved soon, and we get a heavy snowfall early, a snow plow will rip it out and do even more damage.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
   
  Re: ***********************************
  *** **** ****
  Indian Head, MD *****
  
  Case Number:********
  Date of Notice: November 4, 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 September 13, 2022, a service visit was scheduled and completed, during which time the technician diagnosed and corrected the service issue by replacing the defective aerial drop line with a temporary line and referred to underground team. At the time, the technician was unaware of the restrictions of buried lines on Indian Head ***** Base.
  
  On September 28, 2022, the service order for underground cable line install was cancelled due to Indian Head ***** Base restrictions on buried lines. On September 29, 2022, a service order for aerial drop replacement was scheduled; however, it was cancelled that same day. 
   
  On November 2, 2022, a service order to address the aerial drop issue was scheduled, during which time the technician completed the visit by placing a door tag as ********************** was not home at that time.
  
  On November 5, 2022, a service order to address the aerial drop was scheduled; however, it was cancelled that same day because ********************** was not aware of the appointment and technician would need to be escorted onto base being the office is closed on the weekends.
  
  On November 7, 2022, a service visit was scheduled during which time the fulfillment technician completed the aerial cable line install from pole to *********************’s home and the temporary line was removed. On November 9, 2022, I spoke with ********************** and confirmed that concern with the temporary line at his property have been removed and his service is working properly. I apologized for any inconvenience that 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,
  
  Maria ** T.
  Executive Customer Relations