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

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  Comcast

  3303 Main St Springfield, MA 01107-1111

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  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:08/09/2024

  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 bought an iPhone 15 Pro Max on July 13, 2024. I wanted to move my number(ending 0801) from my iPhone 12 Pro Max to the iPhone 15 Pro Max. I went to an Xfinity store (at ************************************). The agent there could not do that and told me to call 611. I called 611 from my home in the evening. The agent on the other end said that in order to port the number, she had to create a temporary number. I would not be charged. The line was free if I cancelled it within one month. I OK'ed that. She created a temp number for my new phone. However, She couldn't swap the temp number and my old number (ending 0801) and told me to go to a store next day. I went to another Xfinity store(at *************************************). The agent there used my phone to call 611 and directed the people on the other end to finish porting.Similar thing happened to one of my daughters when she bought a new phone and got her number ported to the new phone in November 2023.I switched all lines in my account to another wireless company on July 19, 2024.I received a bill of $190.37 from Xfinity yesterday. I felt this was not a correct amount because the monthly bill had been about $130 for quite a few months. So I called the Xfinity customer service. The agent on the other end obviously could not understand basic English. She said the billing period started on the 19th of each month. The bill was from June 19 to July 19 (one billing period plus one day) and I was charged for the temp line created by the Xfinity agent for porting the number. That is unacceptable. An Xfinity agent created the temp number to port my existing number. She told me it was free. That temp number was entirely new. I could not remember what it was and did not use it. The bottom line is Xfinity hires the agents outside **. It is unacceptable that Xfinity charges the customers for what the agents say is free.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
               ****************************************
               **********,** 60093
  

               Case Number:              22116043
               Date of Notice:             August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  On August 14, 2024, I spoke with ********* regarding his Xfinity Mobile concerns. Our records indicate on July 13, 2024,********** placed an order for the By the ******** plan for an Apple iPhone 15 Pro Max device and activated the same day via eSIM. On July 19, 2024, the line of service was ceased along with all other lines.
  
  On August 8, 2024, a refund and credit were applied to the account to waive the line setup fee.
  
  On August 14, 2024, a refund and credit were applied to the account for the previously billed By the ******** plan. Additionally, on August 14, 2024, a credit was applied to the account to waive the By the ******** plan changes, which do not get prorated,on the final invoice. The credit will reflect on the final invoice. I apologized for any inconvenience experienced 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,
  
  
  ********************
  Xfinity Mobile Executive Resolutions

  Customer Answer

  Date: 08/25/2024

  Sorry for the late response. I am satisfied with the resolution.

• Initial Complaint

  Date:08/08/2024

  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 have been a customer of ******* for 35 years, within 1 single week of switching to Comcast (because my new apartment doesn't support *******), it appears that the ONLY way, that my requested changes to my service will be completed, will be filing a Better Business Bureau complaint.I am a mentally disabled individual (severe Autism), and I spent approximately 2 hours on chat, over a period of several days. I requested my voicemail be turned off, call waiting be turned off, and call interruptions be turned off. My comcast voice landline is ************.I can NOT even hang up, my landline. On a daily basis I call my 94 year old mother, and when I say good bye, and hang up, the phone doesn't hang up. This is because of call waiting. And not only did this interfere with my line, but my mother, who is 94, doesn't understand technology, and because when I hang up, the phone stays connected, she had trouble making another phone on her line. Since we were still connected.Apparently 2 hours on chat, over a several day period, asking this to be fixed, is not sufficient to get it fixed. Apparently the only way to get my service setup correctly is to file a Better Business Bureau complaint to get it FIXED.I want the call waiting, voicemail, and call interruptions, turned off on my comcast voice line at ************. I would of done it myself, but I don't see anyway to make those changes on Comcast's website or the Xfinity (dumb name) app on my cell phone.So please fix it immediately.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  *********************************
          *******************************************************
          ************, ** 19135
  
          Case Number:   22115755
          Date of Notice:   August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On August 13, 2024, I communicated with ************************ via email regarding his request to remove the call-waiting and voicemail features from his telephone line. I advised ************************ that our records confirm that the voicemail feature was removed from the telephone line on August 6, 2024, and that the call waiting feature was removed from the line on August 7, 2024. 
  
  On August 13, 2024, I provided troubleshooting steps to ************************ via email to resolve his concerns in the event he was still experiencing issues. 
  
  I attempted to follow up with ************************ to confirm that his issue had been resolved, but I have not received a response back. If ************************ is still experiencing issues, he may contact me directly or contact regular support at 1-800-Xfinity. I apologize for any frustration and inconvenience that may have been experienced in the 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 **************. 
  
  Sincerely,
  
  
  **************** 
  Comcast | Executive Customer Relations 

• Initial Complaint

  Date:08/08/2024

  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 called into xfinity as they screwed up and applied a promotion on the wrong account. When I called in they agreed to $120 credit to fix the overpay. They then said it would be $50 a month for internet plus an iPad. Once I activate the iPad it would make it $40 month. I called a week later and xfinity had lost the iPad. I said to please deliver it to the other address on my account as I was told fed ex would call me to change the address previously. **** with the station. Number *********** said to just put the iPad under the 621 address and once received would transfer it to the 1130 address so I could receive the additional $10 off. He called me to activate but I was at work. I called back alter and I was told it could just be transferred for 2 months and that there was a $10 a month charge for data. I told them its supposed to be bundled and total $40 a month with unlimited data. I have recorded the conversations. I have called multiple times getting the run around. I do not know where my accounts stand at this point. Their staff continues to transfer and hang up on me. I now want additional compensation on top of my issues corrected. I want to email the phone conversations. It is not letting me upload it.

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       ***********************
              **************************
  Unit 1
              *************************
  
                 Case Number:                     22115697
              Date of Notice:             August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***********************, regarding Xfinity service.
  
  On August 12, 2024, I spoke with ***********************, regarding a billing-related concern. On July 27, 2024, a Xfinity Mobile order was placed, at the above service address. On the same date, the order was cancelled.
  
  ***************** has two service addresses, on August 5, 2024, in error, a second Xfinity Mobile order was placed at the second service address. On August ******, *********************** purchased Apple iPad (10th Generation). At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device (either paid in full or with a DPP) and activate a new line within 30 days of the order. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.
  
  On August 9, 2024, we linked the existing mobile account to the second service address at *************************************************************. On August 15, 2024, I advised the mobile breakdown for the existing mobile account. ***************** understands the monthly mobile billing regarding the data plan, monthly device payment plan (DPP), and monthly promotional credit for 24-months, as long as the iPad stays active, and final taxes. On August 15, 2024, as a courtesy, I applied two credits to the billing cycle ending September 10, 2024,and to be utilized until fully depleted.
  
  Mr. ******** claim of being advised that the account number ending 4861 would receive a quoted price a month on the internet account, if he added an iPad line to the Xfinity Mobile account, cannot be found. On August 13, 2024, an executive customer relations specialist, educated ****************, we were not offering a promotion for the service address on *************************************************************, for internet services that includes an iPad. However, ***************** has the Fast internet package from July 27, 2024, to August 22, 2026,at a contract discounted rate, and a modem rental rate at no charge from July 27, 2024, to August 22, 2026.
  
  On August 13, 2024, a discount for mobile has been added for two specific amounts off from the backend, this is putting the internet bill at lower amount per month. There is nothing further we can do for the internet account and will not discount internet for free services to make up difference for having iPad line. No additional credits or discounts are due. ****************** is aware and understand that mobile and internet billing are invoiced separately, and Comcast cannot promise ****************** both bills being a certain amount for all services. We apologized for any inconvenience that may have 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,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  
  

• Initial Complaint

  Date:08/08/2024

  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.

  Dec 2023 There was a promotion going on for a $200 **** gift card, when you bring your own device.I did, plus brought 2 other phone lines over and purchased new phones. Come April I never received the gift card. Everytime I call I get that a ticket is in and will take7 to 10 business days. I ask it to be escalated - 7 to 10 business days. It is now August. And nothing.

  Business Response

  Date: 08/28/2024

  
  August 28, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                  Case Number:                      22115378
              Date of Notice:             August 9, 2024
  
  
              ***********************
              ************************************
              ******************************
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  On December *******, *********************** purchased service for a customer-owned device. Until December 21, 2023, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.
  
  *********************** did not satisfy the promotional requirements because the promotion expired on December 21, 2023.
  
  Upon receipt of the complaint, I contacted *********************** and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Regulatory Specialist
  

  Customer Answer

  Date: 09/03/2024

  I am not happy with the resolution. I never recieved the email to respond.

• Initial Complaint

  Date:08/08/2024

  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.

  Xfinity Comcast has violated the Billing Notice Error . I was supposed to be under the Internet Essentials plan of $9.95 for years I provided proof that I was on food stamps for years which is the documentation that is required to receive internet essentials. They switched my plan to a regular plan and refuse to correct their Billing Notice Error.

  Business Response

  Date: 08/28/2024

  
  August 28, 2024
  
  
  BBB of **************************; ********************
  *********************************************************************************************************************************************************
  
  Re:       *****************************
              ***************
              **************, GA 30087
  
  Case Number:                     22115331
                 Date of Notice:             August 9, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by *********************************.
  
  **************** subscribed to Internet Essentials from February 2, 2021, through April 25, 2023. On April 26, 2023, **************** requested to disconnect the account with an effective stop billing date of April 26, 2023.
  
  On April 23, 2024, **************** restarted the account at which time she consented and began subscribing to the Internet Essential Plus service.[1]  However, Comcast determined that **************** had not provided the necessary documentation to remain enrolled in Internet Essentials, by Comcast. On June 10, 2024, **************** was notified that she needed to verify her eligibility for Internet Essentials. 
  
  Internet Essentials by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet Essentials service.[2]
  
  To be eligible for Internet Essentials, a program applicant must meet all of the following criteria:
  
  Reside in a Comcast serviceable area.
  Not have had any level of Xfinity Internet service within the last 90 days.
  Not have had an outstanding Comcast balance that is less than 12 months old
  Eligible for or receiving public assistance (e.g., ********* Federal Healthcare Program; National School Lunch Program (NSLP); Supplemental Nutrition Assistance Program (SNAP); public housing assistance including HUD, Section 8, Housing Choice Vouchers, etc.; Temporary Assistance for Needy Families (TANF); Supplemental Security Income (SSI); Low Income Home Energy Assistance Program (LIHEAP); Women, Infants, and Children (WIC); Veterans Pension from the **************************** (VA); or Tribal Assistance program (including TTANF and FDPIR)).
  
  On June 28, 2024, **************** was notified that because she did not upload valid documentation, Comcast was unable to verify her eligibility. and per the terms of service, **************** account would be moved to our Connect tier of service. Connect includes speeds up to 150 Mbps/20 Mbps at the current promotional price for 12 months. After the promotion, regular rates will apply.
  
  On August 8, 2024, **************** began subscribing to Internet Essentials service.
  
  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 **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  
  
  
  
  [1] Internet Essentials by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service with download speeds up to 50 Mbps for $9.95 per month.  In February 2022, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus with download speeds up to 100 Mbps for $29.95.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.
  [2]Additionally, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus, with download speeds up to 100 Mbps for $29.95 per month.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.

• Initial Complaint

  Date:08/08/2024

  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.

  Xfinity offered my mother a "FREE" Apple Watch because she had been an Xfinity customer for 23 years and had earned "rewards" that provided her with $300 to get a "FREE" watch. The salesman did not set up the watch and sent her home with it in a box...where it sat for a month until I visited and helped her set it up. She wore it one day, discovered that she couldn't read it because it was so small and put it back in the box. I discovered that they were charging her $10/ month for a cellular line for the watch. I called to cancel the watch line because my 81-year old mother does not need a cellular watch. Xfinity said, sure you can cancel, but then we will charge you $12/month to buy the watch. I explained that it was supposedly a "Free" watch, and they have said that was only if you pay for a line.

  Business Response

  Date: 08/09/2024

  August 9, 2024

  Good Morning,

  We received this case today however there is not enough customer information for us to locate an account. Can we please be provided the customer's full address and account number? Have a wonderful day!

  Thank you,

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

  Customer Service Operation
  ******************** Regulatory Compliance 

• Initial Complaint

  Date:08/08/2024

  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.

  For the past month and currently, my internet and television service has been interrupted several times. A couple of weeks ago my internet was out for more than 24 hours. After numerous attempts interacting with their chat bots, I was finally able to speak with a representative and a supervisor. After talking to them both I was promised a $25 + credit to my bill. When I received my bill last week, the credit didn't appear. I have been trying to have that credit applied to my current bill without success. The chat bots have not been able to resolve the issue. My bill was due today and in the conversation I had with the supervisor, I was advised not to pay the bill until it was updated with the credit. I just advised my bank to send a check for $155 to Xfinity/ Comcast. I would like to have the credit that was promised applied to my bill and recieve a credit each and every time my service has an interruption. I would also like to speak directly to a representative when there issues. Their chat bots have not been helpful at all.

  Business Response

  Date: 09/05/2024

  September 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  ***********************
          ********************
          ********************
  
          Case Number:   22115108
          Date of Notice:   August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On August 15, 2024, I spoke with ************** regarding a service concern. I explained to ************** that a credit was placed on the account on July 17, 2024, that reflected on the billing statement dated August 16, 2024. During our conversation, I scheduled a service call for the same day.
  
  On August 15, 2024, a service visit was completed, during which time, the technician diagnosed and corrected the service issue by repairing a cut drop, and by replacing a defective ground block and defective fittings. 
  
  On August 19, 2024, I spoke with ************** and she told me that she will call me tomorrow to make sure that the issue is fully resolved. ************** reported to me via email on August 20, 2024, August 22, 2024, August 23, 2024, and August 26, 2024, that she experienced brief service interruptions. A technical operations supervisor left ************** a voice mail message on Friday, August 23, 2024
  
  On August 31, 2024, a technical operations supervisor spoke with ************** and she will call him directly if she experiences any issues with her service. 
  
  On September 5, 2024, I applied a credit for the service issues. This credit will reflect on the September 16, 2024, billing statement.
  
   ************** has not replied to my emails since August 30, 2024. I apologized for any inconvenience that may 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,
  
  
  ******************
  Xfinity Executive Customer Relations
  
  

  Customer Answer

  Date: 09/11/2024

  [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:08/08/2024

  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.

  Xfinity is making it impossible to complete an equipment return in the advertised ways, forcing me to pay for something that I was never supposed to keep. Today, August 8, I attempted to complete the online return and receive a prepaid shipping label but the website ******************** did not list my device. The online chatbot sent me in circles, unable or unwilling to help, and when I called the customer service line I was given the option to wait "about 45 minutes" I have waited before and been disconnected without help. I must return this device in 10 days or be charged, but there is no possible way for me to do so.

  Business Response

  Date: 08/20/2024

  
  August 20, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***********************
  
              , VA 23220
  
              Case Number:               22114998
              Date of Notice:             August 9, 2024
  
  Dear **********
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  Upon receipt of the complaint a review was completed, and a check of the return label/box database did not indicate an order had been placed. In reviewing the equipment, I was unable to locate any inactive equipment which may have impacted her ability to request the return label/shipping box due to the current equipment all being in an active status.
  
  On August 12, 2024, *************** was emailed the following information regarding how to return equipment.Comcast service centers do not require an appointment to bring inactive equipment in for return and receive a return device receipt. Any *** branded store (*** has a contract with Comcast) will accept the equipment, box it, provide a return equipment receipt and mail the device back to the warehouse at no charge to the customer. **************** would only need to provide the telephone number associated with the account for the clerk to locate the account and process the return.
  
  On August 14, 2204, I emailed **************** to determine if she required further assistance; however, I have not received a response. Should **************** contact me I will provide her with further assistance. I apologize 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 of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Response Team 

• Initial Complaint

  Date:08/08/2024

  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.

  Comcast took $127.99 paymnet from my account on February 3, 2024 but never credited my account. I made the arrangments via online chat on January 17, 2024. COmcast violated my privacy by requiring me to send a bank statement and risk my identity. They keep referring to a different payment to avoid crediting me. I am not responsible for their business pratcices

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************************
  **********************
  
  
  Re:      *****************************
              ***********************
              ********, NJ *****
  
              File Number:             22114978
              Date of Notice:             August 9, 2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by *****************************.
  
  On August 13, 2024, a Comcast ***************** Assurance technician contacted ********************** to address his security concerns. The technician advised ********************** that certain documentation may be needed to provide a credit depending on the issue.However, once any documentation is received from customers, the documents are purged upon completion. ********************** advised the technician that all his security concerns were addressed.
  
  In regard to the billing concerns, our records show a payment in the amount of $127.99 was processed and applied to Mr. ********** account on January ******. On February 17, 2024, a payment in the amount of $112.00 was processed and applied to the account. On February 24, 2024, a payment in the amount of $83.00 was processed and applied to the account.
  
  On August 19, 2024, a Comcast Executive Customer Relations representative contacted ********************** to advise him of the aforementioned information.
  
  Sincerely,
  
  
  ***************** Assurance
  ************

• Initial Complaint

  Date:08/08/2024

  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 trying to get internet service since 7/23/24. After several repeat phone calls, most lasting more than one hour, I was told that I had been approved (****************). On 7/26 I called again as they had not bothered to check my modem on the original call, now this person did, and found it would not work with their system. We seemed to be communicating until she transferred me, as they always ended up doing, I was connected with another **** that I could not understand. On every phone call I was assured service was set up and approved and equipment would be sent. I don't want this to be too long, let me just say, as of this date 8/8 I still do not have service nor have I received equipment or any emails. I was told by one rep that an order was opened and closed on 7/27? No explanation was offered. On 7/30 I was assured by ******* that equipment would arrive in 3-5 days. No email confirmed this and it never came! Each time I call, they start all over again, all the same questions again. It is maddening! But the last chat (8/3) that I had with them after numerous phone calls, this chat lasted forever and I was transferred to no less than 9 people!!! I started keeping names after the first 2 (MM, *****, ******, *****, ****************************** again then ******* (vconda921). The plan I am attempting to sign up for costs $9.95 per month and is for low income folks. After all that time being transferred around, confirming Internet Essentials for $9.95, ******** wanted me to confirm a plan he presented me for $ll5 per month. WHAT??? I do NOT understand the problem here. I did not just land on this planet, I have always had internet service. This is a new address and they are the local provider. No one should have to go through all this trouble. And why I do not have service or at least an inquiry is beyond me. What can you do when you are assured EVERYTIME that the matter is settled but it is not. As a last resort I am asking that service be ordered for me.

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *************************
              ************************************************************
              **********, NH 03275
  
              Case Number:                    22114973
              Date of Notice:             August 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *************************.
  
  On August 12, 2024, I spoke with ************************* regarding a service and billing concern.  **************** indicated that she had been approved for Internet Essentials but has not received the modem.  Comcast records indicate **************** was approved for Internet Essentials on July 26, 2024.  Attempts to ship the modem failed on July *******, July 31, 2024, and August 12, 2024. Through a ticket that was created, it was determined a professional installation should be scheduled to activate ****************** Internet Essentials service and this was completed as ordered on August 15, 2024. 
  
  Our records indicate the professional installation charge was reversed on August 16, 2024, and the credit will be reflected on the August 19, 2024, billing statement.  In addition, a credit was applied to the account on August 16, 2024, and will be reflected on the August 19, 2024,billing statement.
  
  **************** subscribed to Internet Essentials at the regular retail rate of $9.95, effective August ******, when her application was approved. Equipment, taxes and fees are not included in the package price.  I attempted to follow up with **************** on August 16, 2024, and August 19, 2024, without success.
  
  Our records indicate all signal levels to the home and equipment are within specification and the equipment is working normally.
  
  I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Please contact me directly should you have any additions or concerns.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  **************
  

  Customer Answer

  Date: 08/30/2024

  
  
  Better Business Bureau:
  
  I appreciate your assistance in this matter. I am considering this complaint resolved although I still think there is a serious need for improvement by this company, regarding their customer service and assistance.

  Even the letter sent to you by the company states that I was approved for Internet Essentials on "July 26".  She then goes on to say the application was approved on "August 6". Why two different times, on two different dates??Despite attempting to sign up for service on July 26, they admit, "Attempts to ship the modem failed on July 26, 2024, July 31, 2024, and August 12, 2024." Why in the world was this such a production?

  When I finally spoke to **** (it was a very long call in the evening hours), after everything seemed to have a green light, she came back and said there was a problem?! We continued for some time until this new issue was resolved,while she waited for someone else to assist us. Ridiculous!

  When the installer finally came, he told me he was almost not going to come as it was the end of his day. ??? When he did try to install he had some problem, as there appeared to be some "filter" that would not let him connect. If I had gone the normal route of this company, I would not have been able to "self install" as is their policy, due to this issue. More problems that would have been encountered!

  I cannot stress enough, how frustrating this whole experience has been. The right hand doesn't seem to know what the left hand is doing. While this letter seems to admit to most of the issues, it does not state "why" or "how" they would prevent this aggravating encounter from happening to other customers. They do not even pretend to explain why it went this way for me. Certainly, through nothing I did.

  They used up the minutes on my phone plan, kept me on the phone much later in the evening than I would care to be and overall have done nothing to improve the reputation of this company, in my view.

  I accept this resolution and appreciate the assistance of the BBB. I wish to have no further communication with this company.
  
  Regards,
  
  ***************************