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 Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

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:08/05/2024

  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 told you. this is a rip off company. they gave their customers info/data to third party scammers and now the scammers are calling constantly because xfinity probably SOLD them our information and that's why they ignored citrix's direction to fix the vulnerability. folks have lost $MILLIONS.......... from these scammers. Xfinity has done nothing about it--won't even assist the customers to know whether they're talking to xfinity or some company they loan their phone number to an attempt to aid the scammers into profiteering illegally at their customers' expense and grief. they help the scammers./ they are one of the scammers. they probably got paid $milions for not fixing the issue like citrix told them to.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************************************
  
    Re:     ***********************
  ************************************************************>******, OR 97402
  
  File Number:                                       22096008
  Date of Notice:                                      August 5, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***********************.
  
  On October 10, 2023, Citrix announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the Citrix vulnerability within its systems. Xfinity further implemented additional mitigation guidance from Citrix, which Citrix released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems because of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023, that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While ********************** advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, ********************** began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where ********************** has an email address on file. More information is available on the Xfinity website at; www.xfinity.com/dataincident. 
  Customers trust ********************** to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  A ******************** ***************** Assurance technician attempted to contact *********************** to advise her of the aforementioned information. Unfortunately, all attempts to contact *********************** were unsuccessful.The technician left a message providing his contact information so that *********************** can contact him with any further questions or concerns.
  
  Sincerely,
  
  ***************** Assurance
  ************

• Initial Complaint

  Date:08/05/2024

  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 work from home, I missed going on two weeks of work now because xfinity states they dont have a tech until 8/8. My energy company stated Im in danger and xfinity needs to fix the line that is melting and can cause a fire at any second and they refuse to help they no showed for appointments. Dont care about customers safety or well being or the fact I have no internet and work from home and costing my job. I want to sue for negligence, and I want this repaired immediately

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************
              ***************************************
              **********,** 16652
  
                  Case Number:                      22095927
              Date of Notice:             August 5, 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 8, 2024, a service visit was scheduled during which time the replaced connectors, the ground block, and validated the drop is still good as well as clear of ingress. On August 8, 2024, I attempted to contact ************, with no success to verify that services are working correctly.
  
  Regarding an earlier appointment date, at the time of ************** scheduled appointment,she was provided with the earliest date available at that time, August 8, 2024.
  
  Regarding the safety concern, per our Technical Operations team, ************ had voltage on the cable lines and needs an electrician to investigate why there is voltage on the lines.
  
  A follow up visit was completed on August 17, 2024. Our Technical Operations team confirmed that melted wiring was found on both lines delivering services to the building. Electrical current found on both cable wires to the building measuring over 1 amp as a result, the lines were tagged to serve as a warning.Our Technical Operations team went a step further and involved our Maintenance team, who verified it is not a Comcast issue. The electrical issue is coming from the building.
  
  Our Technical Operations team advised that ************** Xfinity services are currently working. However, we cannot guarantee reliability, based on the electrical issue found, which also may pose a safety risk. Comcast highly recommends that ************/property owner get an electrician out to the home to re-evaluate the electrical issue and we would be more than willing to meet them on-site at a convenient time for all parties in order to bring this to a safe and swift conclusion.
  
  A courtesy credit was applied to the account on August 1, 2024. This credit appeared on the August 1, 2024 billing statement. A courtesy credit was applied to the account on August 2, 2024. Another courtesy credit was applied to the account on August 5, 2024. These credits will reflect on the September 1, 2024, billing statement. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** will provide your office with the information required to resolve this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** C
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/05/2024

  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.

  I have been a Comcast customer since 2003 at different residence locations. I had an account last year that was under a 12 month contract, so they make you sign an early termination fee agreement. They promise you on the phone they will remove the fee. If you never pay it, you can never get service with them again. In the state/area you live in, they are running an illegal monopoly, where no other ISPs can come into that territory and provide internet service. I paid them their $140. I want a refund of these fees, or a billing adjustment of these fees. After 9 months of living in my new house, I lost my job and my house went into foreclosure. I moved to another location that already had everything bundled in one charge, rent, water, electric, internet, cable TV, etc. When I have been calling these people and explaining for months and months, they have no compassion and won't budge on their fee. Why is that? Because they are greedy, and they are losing customers and money left and right. So they stick it to the rest of us who are still customers. They milk us for every ***** we earn and every ***** we have. They have no courtesy. I don't believe them when they say they have never waived a fee for a customer before. I bet you if ***************** was their rich customer, they would waive fees left and right for him without blinking an eye. I want a refund for my fees. I am on a fixed income and can't afford food and medicine and cell phone and internet. They need to refund my fee payment. I will not be closing this complaint until I receive a refund of my fees paid.

  Business Response

  Date: 08/13/2024

  
  August 13,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ***********************************************************************************************
  
                  Case Number:                      22095815
              Date of Notice:             August 5, 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 6, 2024, I comminicated with *************** via email regarding the early termination fee concern. **************** replied and advised that she did not desire further communication on the issue. Our records indicate that **************** was subscribed to a 24-month agreement for the package, which began on December 30, 2022, and expected to end on December 30,2024.
  
  We complied with a request made by **************** to end the 24-month agreement on September 15, 2023. As a result, the early termination fee applied to the account is valid. We were unable to support claims the early termination fee would be removed. On August 5, 2024, a payment for the early termination fee was made to the account. The payment will be reflected on the August 16, 2024, billing statement. 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,
  
  
  Niles H.
  Executive Customer Relations

• Initial Complaint

  Date:08/05/2024

  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.

  The current amount Xfinity is charging me is $274.09. I renewed my contract with the understanding that I would be paying $35/month for one year, and with autopay, this would be reduced to $25/month. I have included screenshots confirming this agreement with an Xfinity live agent during a chat. The Chat ID is displayed in the screenshots to showcase the entire conversation.On July 2nd, I disputed an unauthorized charge of $161.44 with my Golden 1 ****************** which credited the amount back to me. However, Xfinity added this $161.44 to my next billing statement, leading to the current total of $274.09. The remaining charges are unadjusted internet fees. My previous plan was $80/month. I was promised that if I signed up for a $35/month, one-year contract, any balance I owed would be eliminated, and I could start with my new balance of $35/month ($25/month with autopay).I have reached out multiple times to dispute the $161.44 charge after this promise was confirmed to me via chat (Chat ID attached in the screenshot). Each time, I was assured that my balance would be adjusted to $35/month, and I would not have to worry about any additional charges. Despite being told to wait 24 to 48 hours, or just a few hours (as shown in the screenshot), no adjustment has been made.As a result, Xfinity has canceled my internet service. I am now without internet, which is critical as I am expected to work from home. It is neither justified nor legal for Xfinity to fail to honor their verbal agreement with me and expect me to pay $274.09. I can only pay the agreed-upon $35/month, as this was clearly promised to **** am reaching out to the BBB for help in adjusting my bill and ensuring Xfinity honors their promise of removing all unauthorized charges and continuing my service at the agreed $35/month rate. Your assistance in resolving this issue is greatly appreciated.Thank you for your attention to this matter.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              ******************************
              **********, CA 95823
  
                Case Number:                    22095791
              Date of Notice:             August 5, 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 5, 2024, and August 6, 2024, I spoke with ************ regarding a billing explanation. Our records indicate that on October 17, 2023, ************ consented to a 12-month contract for Fast Internet. This contract was effective on October 17, 2023, and was set to expire on October 17, 2024. The contract discount was effective on October 17, 2023, and was set to expire on November 1, 2024. Additional discounts, services, equipment charges, taxes, and fees are not included in this promotion.
  
  Our records indicate that an automatic payment was processed on May 23, 2024. On May 27, 2024, a statement was generated for services,creating a balance due. On June 8, 2024, the payment from May 23, 2024, was returned for insufficient funds. On June 8, 2024, ************ was charged a one-time Electronic Funds Transfer return fee, increasing the balance due. On June 19, 2024, ************ was charged a one-time late fee. On June 23, 2024, an automatic payment was processed on the account, leaving a remaining balance on the account. On June 27, 2024, a statement was generated for services,increasing the balance due.
  
  On July 1, 2024, ************ consented to a new 12-month contract for Connect Internet. This contract was effective on July 1, 2024, and will expire on July 1, 2025. The contract discount was effective on July 1,2024, and will expire on July 2, 2025, at which time, the package will roll to a second-year promotional rate until July 1, 2026, at which time, retail rates will begin to be applied. Additional discounts, services, equipment charges,taxes, and fees are not included in this promotion.
  
  On July 1, 2024, the pro-rated adjustments for the change in services from July 1, 2024, through August 1, 2024, were posted to the account, lowering the balance due. On July 5, 2024, ************ was provided a one-time courtesy credit. This credit was seen on the statement that was generated on July 27, 2024. On July 11, 2024, the payment from June 23, 2024, was returned. On July 12, 2024, ************ was charged a one-time Payment Return Fee,increasing the balance due. On July 27, 2024, a statement was generated for services, increasing the balance due.
  
  Due to not receiving a successful payment from *********** for services since April 23, 2024, Mr. ***** services were disconnected on August 2, 2024, for non-payment.
  
  On August 6, 2023, I provided a one-time courtesy credit. This credit will be seen on the statement that will be generated on August 27, 2024. On August 6, 2024, ************ was advised that he is eligible for a 12-month installment plan for his remaining past due balance, and he was provided instructions on how to enroll in this. On August 6, 2024, ************ enrolled in the 12-month installment plan and made a one-time payment. Due to successfully applying for the installment plan, Mr. ***** services were restored on August 6, 2024.
  
  On August 7, 2024, the remaining past due balance was enrolled in a 12-month installment plan. On August 7, 2024, ************ was advised of the monthly installment plan amount for 12-months will be added to his normal billing amount.
  
  Please be advised the billing on this account is accurate. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ****************
  Comcast | Executive Customer Relations
  

• Initial Complaint

  Date:08/05/2024

  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.

  Xfinity scammed me.They told about a promo if I left **** and port my ATT mobile number ************ to Xfinity Mobile, and down grade my internet from 500 to 100, XFINITY would put me on an ESSENTIAL PLUS for $29.95, send me. **** card and for the next 12 months, mobile will be free. Today, I went to the Xfinity store, was assigned an employee named ********. I explained to her about the offered that was given to me, and she proceeded to port over my number from ATT TO XFINITY MOBILE. DURING THE TRANSFER, she got rude with me when I asked her do transfers normally take this long? And, she became defensive. I told her that her demeanor was uncalled for. Then, after the transfer, she calls over a manager, not before to have ************************ research the promo. What a scammersAfter they had me downgrade from 500 to 100, and was told to go in person with the mailed SIM card, they ABRUPTLY TOLD ME THE PROMOTION WILL NOT BE ADDED TO MY ACCOUNT. SOMEBODY OVER AT XFINITY BETTER RECTIFY AND HONOR THEIR PROMISED AND START HIRING RESPECTFUL EMPLOYEES. THIS IN PERSON STORE HAVE MANY RUDE EMPLOYEES, and ******** was malicious by knowingly what she was doing just for a commission to than call this ***** over after porting over my number. If ******** was competent enough; her job was to clarify her doubts, but waited towards the end, and as a consumer, a GOLD MEMBER with them to be scammed is unacceptable. The slap on the wrist/face they gave me before I left the store:Heres your account number ********** and pin number ****** and youre welcome to go back to ATT or whomever. ************************ last words. Humiliation at best.

  Customer Answer

  Date: 08/08/2024

  Latest Update

  Phone Calls:
  At 1:17 pm, Xfinity awoke me from my nap. 

  At 1:21 pm thru 1:38 pm, I tried returning their call [*******) and to no avail. 
  

  Emails:
  

  At 1:20 pm, ****** sent me an email that she tried calling me, and, its now 2:00 pm, and I havent gotten any replies from missing her 4 minute lapses call nor emails.  45 minutes in total  

  Back to the waiting game since August 5th, 2024  

   

  Customer Answer

  Date: 08/13/2024

  Oh My Lord

  Talking about excellency, and/or professionalism, (and, Im not only referring to this credit ******, from executive offices has honored and applied), but last week in the midst of all my desperation to get my truth out, in the pouring rain ???, ****** remained poised, understanding, extremely empathetic, super calm, like this feather ?? weight calmness about her. She validated my concerns, meaning, she made me feel, without reservation/ hesitation that I was providing her truth. She was in my corner from the start without having to prove myself, but I kept at it until it was out of my system  
  

  Basically what Im trying on saying, ****** took great pride & passion on assisting me via phone, ?? via emails, with great follow **** and gave me the weekend to process things and gave me her word for an immediate resolution for Monday, but last week ****** had offered the credit and resolution. She was quick and ready, I just needed time if I wanted phone services between ATT or them, and I thought I give Xfinity Mobile a fresh start, and ****** WITHOUT PRESSURE, gave me the weekend to sleep on it  
  

  Im blown away with her respect towards consumers, myself, but something so precious and unique was the calmness she displayed during my storm on explaining my truth, that can be verified via their calls monitoring for quality assurance. 
  

  Job well done from both end; ****** of Xfinity Mobile, and the one and only, The Better Business Bureau for always being my liaison, and I will always stay true to myself on my impeccable credibility, something I pride myself with for LIFE . THANK YOU ?? *****, 2. 
  

  ******, would be great for a CEO spot with Xfinity Mobile. Theres no manual on respect for a consumer ~ shes the great author, though. This world ?? would be a better place with her gentleness & kindness. 

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity MobileMy Account Your bill is available to view online Your Jul 02 - Aug 01 billing cycle has ended. Your bill statement is $-53.16 and will automatically be charged to your **** on file on Aug 22.You can also view your bill and pay early by downloading and signing into the Xfinity app.We're enhancing our network services, and as a result, C-Band and ******************* (indicated by 5G+ on your device) will now count towards your cellular data usage threshold. View your bill

  Business Response

  Date: 08/23/2024

  August 23, 2024

  Better Business Bureau 
  ***********************************************************************************************************;
  **********************
  
  

  Re:***********************
  *******************************************************************;
  *****************-9456
  
  BBB File Number:22095192             

  Date of Notice:August 5, 2024
  
  
  Dear *** or Madam:

  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.

  
  On August 8, 2024, ******************* email address, ********************************* was placed on the Comcast Do Not Email List. This will stop future marketing and sales emails to **************.
  Regarding the email bill, as described in the Xfinity Mobile Customer Agreement, ********************** does not send paper copies of bills. Instead, billing notices are sent monthly via email. If ************** would like to remove her email address from her account and therefore stop receiving any email communications from Xfinity Mobile, she can do so by managing her preferences through the My Account site.
  

  I am providing my contact information, should there be additional questions or concerns. 
  

  Sincerely,
  
  **********************
  Regulatory Compliance Team
  **************
  

  
  

  Customer Answer

  Date: 09/03/2024

  This issue is not resolved. I received another email 2 Sept 2024, stating $53.16 will be removed from my bank on 22 Sept. 2024/Xfinity Mobile. I have been told four times I will not see the emails again. So, the query is closed. I am waiting for the social worker to print out the copy of the email.  Unbelievable. This software is elder abusing me. When I get the copy of the email, I will find out who is in charge of justice for this sector phone sector and proceed. 

  -***********************

   

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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 had been a customer with ********************** for 6 years. I had to cancel my services due to moving in with a significant other who already has xfinity. I paid a bill on June 24th in the ammount of $80.41 (this bill was due on June 18th, but it was late). Per this statement this bill and this payment was for services June23rd - July 22nd. I cancelled my xfinity services in-store since NO one on line could or would help me. They were demanding that i paid extra money through **** August. I went in to a location and cancelled my services and returned the router. I got a call today from what I suspected was a scam caller with xfinity. I re-downloaded the app and logged in. There is a charge of $95.92 no my account. One is for a late fee $25.00 another is for an early termination fee $70 and another is for a balance brought forward of $25.92. There should be NO early termination fee, as this was not disclosed to me in ANY of my conversations with xfinity, On-line chat, over telephone coversations and in person at the store. My account had been paid for services up until July 22nd and services were cancelled on July 2nd - so I should have been refunded.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              , CO 80113
  
                 Case Number:                     22094987
              Date of Notice:             August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  Iattempted to contact ******************** several times to discuss all concerns. While my attempts were unsuccessful,our records indicate on January 20, 2024, ******************** subscribed to a 12-month promotion with a term agreement for Superfast Internet. The promotional rate was effective until January 22, 2025, and the term agreement would expire on January 20, 2025. ******************** also subscribed to a 12-month promotion for xFi Complete. ******************** approved these services via e-mail when placing the order online. Additionally, an e-mail was sent detailing the services and term agreement.
  
  The last payment we received was on June 14, 2024, for the service period of May 23, 2024, until June 22, 2024. On June 18, 2024, a billing statement generated for the service period from June 23, 2024 until July 22, 2024, which was due on July 13, 2024.
  
  On July 2, 2024, we complied with Ms. ********* request to disconnect the service when she returned the leased equipment. Prorated credits applied for the services billed from July 2, 2024 until July 22, 2024, leaving a remaining balance due for services billed until July 2, 2024. Since ******************** was still under a term agreement, an early termination fee was applied on July 3, 2024. Please be advised the billing on Ms. ********* account is accurate and I will need to speak with her directly to address her concerns. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

  Customer Answer

  Date: 08/21/2024

  [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: 22094987
  
  I am rejecting this response because:

   

  I tried to call back ***** and he never answered the phone. I even emailed him back to which I got NO response. 
  

  NONE of this early termination fee was disclosed to me over the phone , over chat NOR when I went in to the office in person. 
  there should be a 0 balance  

  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/10/2024

  There has been NO attempted contact from this company OR RESPONSE to my email or even attempted to call me back. Then they sent me to collections. This needs to be dropped! 
  

  they added on fees that were never communicated to me in store or on the phone, the reason I had to cancel was I moved in with my partner who has Xfinity! 

  Customer Answer

  Date: 09/10/2024

  There has been NO attempted contact from this company OR RESPONSE to my email or even attempted to call me back. Then they sent me to collections. This needs to be dropped! 
  

  they added on fees that were never communicated to me in store or on the phone, the reason I had to cancel was I moved in with my partner who has Xfinity! 

  Customer Answer

  Date: 09/11/2024

  So they can fraudulently add charges to the account, attempt to make bare to none contact then just send it to collections for charges that are not substantiated ?

• Initial Complaint

  Date:08/05/2024

  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.

  The end of June (I believe 6/25/24 but am not sure) I spoke with an agent online to order service for mobile and internet for an apartment I'd be moving to the end of July. That agent told me I could have the equipment shipped out the end of July and that my service would start at that time.The following day, I received 2 shipping alerts from ***** telling me that Comcast was sending me packages. I reviewed the details and contacted Comcast to ask them to cancel the shipment. The first representative with whom I spoke told me nothing had actually shipped out and the message was automatically generated, but the equipment did, in fact, ship to my future address a month early. I made multiple attempts to cancel this shipment with no success.I had 11 conversations with Comcast ***** and there are many details, but the short of it is this: the last week of June, I was told ELEVEN different stories by ELEVEN different Comcast representatives. Because of this, my trust for them faded, and I cancelled my order (having to pretend I wanted to order service so I could actually speak with a human to close my account).Everything was cancelled - I never received any equipment, I never began my service.On 8/3, I received a $31.30 bill for service from 7/2-8/1 - service I never had. This bill is on autopay, and there is no way to remove my card from the account. I spoke with ******************** customer service for 2 hours today. The first rep I spoke with told me the bill was accurate and refused to credit my account. I then spoke with a supervisor who offered to credit my account, but then said he could not because my account was marked as closed so he was unable to do anything about it.I am enraged that I am being billed for service I NEVER STARTED on equipment I NEVER RECEIVED. I want Comcast to give me something in writing telling me this bill was generated in error, and I want to be completely removed from their system to prevent anything like this from happening again.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *******************************
              ***********************************************
              *******, GA *****
  
              Case Number:                      22094831
              Date of Notice:             August 5, 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 14, 2024, I spoke with ****************** regarding his concerns. Our records indicate on June 25, 2024, ****************** purchased a ****** Pixel 8A, IMEI ending 6062. 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 a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame.If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ******************************* did not satisfy the promotional requirements because the device was returned as undelivered to the above service address after multiple delivery attempts. The device was delivered to the Xfinity Mobile warehouse on July 5, 2024, and graded as A-Stock, no trouble found.
  
  On July 5, 2024, a refund was processed to the payment method on file. On August 14, 2024, ****************** confirmed receiving the funds.
  
  On August 14, 2024, as a courtesy, a credit was applied to the billing cycle ending August 1, 2024. This credit brought the account to a $0.00 balance. On August 14, 2024, I removed the payment method from the mobile account and confirmed the account in closed status. 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 Mobile Executive Resolutions

• Initial Complaint

  Date:08/05/2024

  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 charged me for data that I did not use on my cell phone.Phone number ************ July 1 overcharged $50.27 July 31 overcharged $30.19 Total overcharge $80.46

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************
  9023 ******* Street 
  Apartment 94
  *****************
  
  Case Number:22094736
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  I spoke to **** ***** on Augugst 6, 2024 to discuss his concern. Our records reflect the phone number ending in ***** associated with ******* Galaxy A53 was enrolled in the 1GB by the gig data plan for a monthly rate and for every GB used after the initial one is an additional fee. The billing statement issued on June 11, 2024, included additional data charges (used 3.7GB, overage of 2.7GB). The billing statement issued on July 11, 2024, included additional data charges (used 2.9GB, overage of 1.9GB). Based on the account records the line has utilized data averaging 2 or 3 GB a month since service activation on January 11, 2023. 
  
  On August 4, 2024, Xfinity Mobile specialist processed a courtesy refund for data charges. This was back to the card on file and be available within 3-5 business days depending on the financial institution. 
  
  During our interaction on August 6, 2024, I reviewed the above information and advised the additional refund request was denied due to it not being warranted. I offered to apply a one-time credit, but ************** declined. Additionally, during our interaction on ************** requested to speak with a supervisor. On August 8 and 10, 2024, a Xfinity Mobile supervisor attempted to contact ************** via phone (and to confirm refund was received), without success.
  
  Then, on August 11, 2024, ************** received a courtesy credit that will reflect on the August 11-September 10, 2024, statement. 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,
  
  
  **********************
  Executive Resolutions

  Customer Answer

  Date: 08/28/2024

  My original inquiry went to a call center in ******  I could barely communicate with the *** because of the poor reception and their heavy accent. My impression was they were reading from a computer screen and did not care at all about my billing issues.

  ********************** was outright rude and disrespectful.  She contradicted me 5 times during a 5 minute conversation.   Taking a belligerent attitude, that's a novel way of customer service.

  There was only a partial credit issued.

  No documentation was ever provided that the additional data was used.

  I will be switching to Mint Mobile or some other carrier until Xfinity chooses to provide better service.
  

   

   

   

• Initial Complaint

  Date:08/05/2024

  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.

  Last year I extended my Comcast/Xfinity service by signing a two year agreement for internet and xfinity streaming for $162 a month. Within 3 months Comcast raised the price to $166 a month. Then on May 1 this year Comcast stopped carrying the Bally Sports networks. I am a Braves fan and watched the Braves on these channels and that was a primary reason I chose xfinity streaming. I received an $8 credit for **** June and July. Comcast has now added back Bally Sports but only with a higher priced tier than I currently have. The only way for me to get Braves games again is to pay for the higher priced tier. I read online that Comcast is offering a 3 month trial at no additional cost of the higher priced tier but I would then have to pay the higher price. What I want is for Comcast to honor the contract that I originally signed up for at $162 a month which included Bally Sports that I originally had with that contract. After researching online, it seems these years long contracts with Comcast does not protect the consumer from much of anything, it only protects Comcast. I only want what is fair. I agreed to a two year contract at $162 a month with Bally Sports included. Comcast should honor that agreement.

  Customer Answer

  Date: 08/09/2024

  This case can be closed. Not because the issue was resolved, but because I give up. Comcast reached out to me directly via email. I want to be very clear about my complaint after communication with Comcast. Last year I agreed to a two-year Xfinity streaming plan for a specific set of channels at a locked in price. According to Comcast, the fine print legalese in these agreements states they can raise the locked in rate/cost (which they did to me) and they can modify/remove any channels in any package (which they also did to me). So I am now left with a streaming service package that no longer has the primary channels I agreed to and signed up for. I no longer want it. These multi-year locked in packages that Comcast pushes offer no consumer protection whatsoever. They only protect Comcast. Comcast is free to make any changes they want to a plan that was agreed to and the consumer has no recourse. So I will drop Xfinity streaming when the contract runs out next year and move on. The Comcast person who reached out to me actually tried to get me to upgrade to a more expensive package tier that includes the channels I previously had. I will not pay more to get channels I already had in the package I originally agreed to with Comcast. At a minimum this practice is unethical regardless of any fine print and in my opinion should be illegal. If they change the package I signed up for I should have an option to exit/cancel the plan. But I am locked in for two years. While I am at it, shame on the BBB for giving Comcast an A+ rating. Customer reviews give ******************** a 1 out of 5 stars grade on the same screen the BBB gives them an A+. How the BBB can read all the complaints from paying customers and give ******************** an A+ is beyond me. Yes, I did read the details of how the BBB determines their ratings so I dont need it explained to me. It doesnt mean its right. Meanwhile consumers just have to deal with it.