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

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  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

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  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

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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:08/05/2024

  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 was enrolled in the *************** Program where the government allotted 30 dollars monthly to pay for internet service in my home. The plan ended I'm April of this year. We were told to contact our internet providers for alternatives. I contacted Comcast/xfinity to get a new plan. I was assured I would be put into a new plan for 9.99 a month. I then started receiving bills saying I owed ****** I called them in May for this to be resolved. It was not. I called back in July 1st and spoke with *** who went through the account, found the discrepancies and assured me the past balanced would be resolved and my new bill and balance would be 9.99 monthly. I continued receiving notifications of a ****** balance of which ***** is past due. *** put in a ticket on July 1st for a credit of ***** which would have left me a balance to pay of ***** on August 10th. I waited. NO CREDIT. I called July 30th spoke with ****** who informed me the credit was never processed. She then put in another ticket for the same amount. SHE told me it would be credited and I owed nothing but the ***** August 10th. I then start receiving collection calls on July 31st to get payment. I informed them of the ticket number and the previous calls. The agent saw the ticket and once again assured me that my services would not be interrupted while waiting for the credit. THEY LIE. My services were interrupted on August 3rd as the notice stated. I called 5 times and spoke with 5 different agents today August 4th only to be told the interruption can not be reversed until I pay which can take a week. Mind you the ticket started July 1st 33 days ago. They refused to escalate the call and restore my service. I want my credit and my service back on.

  Business Response

  Date: 08/20/2024

  
  August 20, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:***********************
  ******************************************************************************************
  
  Case Number:  22094702
  Date of Notice:August 5, 2024
   
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by ***************************.
  
  The federal government?announced that April 2024 was the last month it would fully fund the Affordable Connectivity Program (***).  Although April 2024 was the last fully funded month for ***, partial funding has been made available for participants in May 2024. Additionally, Xfinity provided customers who were already enrolled in *** with Xfinity as of May 1, 2024, with a partial credit of up to $14 (up to $35 in Tribal lands) towards their ***-eligible service for the last month of the program. 
  
  ************ was subscribed to Comcasts Internet Essentials ************,  and she was enrolled in *** with Xfinity. ************ was receiving a monthly *** credit toward her billing until she transferred her *** benefit to another service provider on March 27, 2024. Because ************ transferred her benefit to another service provider, she was unenrolled from *** with Xfinity, and the *** credit that had been applied to her Xfinity account on March 4, 2024, was reversed. These transactions are reflected on ************** April 6, 2024 billing statement. Because ************ has not otherwise made any payments on her account to date, she incurred a late fee and maintains a past-due balance.
  
  Regarding ************** reference to a new plan, on May 28, 2024, she changed her service from Internet Essentials Plus to Internet Essentials at a lower monthly rate. A pro-rated credit for unused Internet Essentials ************ and a pro-rated charge for Internet Essentials service for the May 28 to June 9, 2024 service period are reflected on her June 6, 2024 billing statement. 
  
  On July 1, 2024, ************ inquired about her billing and received the above information. A courtesy credit was applied to offset the late fee ************ incurred, plus an additional courtesy. This courtesy credit is reflected on her July 6, 2024 billing statement. The courtesy credit did not satisfy ************** past due balance in full, nor did it cover her regular monthly billing for the July 10 to August 9, 2024 billing period. Because ************ continued to maintain a past-due balance, her services were interrupted for non-payment on August 3, 2024. 
  
  On August 6, 2024, I provided ************ with the above information and the amount of her past-due balance. A courtesy credit was applied to the account, which was sufficient to restore ************** service, but it did not satisfy her past-due balance in full. This credit is reflected on ************** August 6, 2024 billing statement. ************ should satisfy her past-due balance in full and pay her regular monthly billing by the due date, which falls on the 3rd day of each month, to avoid late fees and service interruptions for non-payment.
  
  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:Delivery 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.

  Roughly 3 weeks ago, I signed up for Xfinity internet and mobile services. I installed the internet service, but did not yet activate the mobile line as I still needed to unlock my device from a previous carrier. Last week, I noticed an advertisement where, with an eligible trade-in, the customer gets an iPhone 15 for $20/month and an unlimited line for $20/month. My current plan was already unlimited for the same price, but the upgrade was enticing. I spoke with Xfinity's online chat service, who said that I did not qualify as an existing customer, but that I could cancel the line and get a new one to qualify. This agent did not know any info about fees associated with cancelling. I then called to speak to a live agent, who told me that since I had not yet activated the line, all I needed to do was activate the line and I would qualify and could keep my number. The day after that call, I activated the line yet still did not see I qualified for the offer. I called again, and this agent said that since I activated the line, I could not keep the same number if I upgraded. Obviously this was contradictory, so I arranged a callback. This, now 4th, agent, arranged to place this order over the phone. He told me that I could keep my line, upgrade to the new device with the trade-in credit, and keep the same number. The order was placed, yet after ID verification I never received order confirmation. Today, I spoke with the 5th agent, who told me the order was cancelled, and yet again told me I could not keep my number with the device upgrade and that it requires a new line. Through 5 agents, 2 said I could do what I wanted, and 3 said the opposite. This is absolutely ridiculous and a product of Comcast's outsourcing and poor training. I want Xfinity to first abide by the deal I was offered twice, and second apologize for the ordeal I was put through due to their poor training. UPDATE: When chatting with this final agent, he disconnected in the middle of our chat. Unreal.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       *************************
              *****************
  *****************
  
                 Case Number:                     22094563
              Date of Notice:             August 5, 2024
  
  To BBB of ******************* & ********************:
  
  This letter is in response to the above-referenced complaint submitted the Better Business Bureau, by *************************.
  
  On July 12, 2024,****************** purchased service for a customer-owned device. On July 21, ******** line of service was semi-activated. On August 3, 2024; the mobile number ending in 6786, ported to Xfinity Mobile.
  
  On August 3, 2024, an order was placed for an iPhone 15, but the order was subsequently cancelled.
  On August 5, 2024, ************************* purchased another iPhone 15. 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 on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  The trade-in device is still in transit. ****************** is still within the ***** period of the promotion being honored for this line.
  
  Upon receipt of the complaint, I attempted to contact ************************* and explain the above information, but my attempts were unsuccessful.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  
  

• Initial Complaint

  Date:08/05/2024

  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.

  Customer name: ***************** account number is ****************, ********************** Account # ************* attracts customers with low prices with deception.(this is a clever fraud if I dont compliant, once the customer has a high bill and call customer service he will be in big trouble in case ) in Xfinity promotion monthly paid $47 for one mobile line ************* with new iphone13 max pro, I paid more than $1128 ($47 x 24 months) and I need to dispute this over charged and get money back. I participated in the two-year mobile phone purchase program and paid $47 a month and I fullfilled my two-year contract. Unfortunately, xfinity generated high bills 2024 March, ****** **** June, and July for me in the some months of two-year and I have called lot of service call to cancel but invalid. (my mobile data usage didn't exceed 1GB and I was overcharged up to $109 on Dec16 during 2022 to 2024 FEB and I disputed overcharged) I have questions. The customer service refused to pay with unprofessional. I kept calling the customer service, but these customer service staff are from the *********** and ******The attitude is so bad, it feels like the Xfinity(Comcast) wants them to bargain with customers like this and not cancel the service with malicious intent over 10 calls. They tried their best to wear down my energy and patience, but they still couldn't solve the problem. When I went to the store in person, I was still refused by the clerk and told me to call the bill ************* The non-American customer service staff answered the question incorrectly. Xfinity delayed the billing issue and the money kept ***********. This was a trap set by Xfinity that is a scammer because it don't want to stop the service regardless of the customer reject it or not by sending the high bills.(it takes advantage of human weakness to charge extra fee more than $500 ) Hope you can help I personally suggest that I pay off the bills $1124 for two year contract.

  XFINITY IS A SCAM.Suspected of using foreign customer service employees to commit fraud in USA. The government needs to crack down on this sort of thing. The government needs to crack down on this sort of thing.This is an unexpected debt problem arising from the expiration of my two-year contract. It is entirely my fault that the customer service staff are unprofessional or malicious in not listening to the customer's problems. My month payment [iphone device charge $29.17 per month, total 24 months =$700; data charges $15, Tax $3.98] from FEB 2022 to FEB 2024, need to compensate Poor CX - Employee Misinformation/Error, like Jun 27 - Jul 26 $38.15 ,I'm asking that can I pay $38.15 x 12 month to Xfinity in total?

  Business Response

  Date: 08/29/2024

  
  August 29, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************
  ****************
  ******************
  
  Case Number:22083775
  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 *****************.
  
  On January 25, 2022, ************ purchased an iPhone 13 Pro Max (mobile number ending in 8719). 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.
  
  ************ satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines. The last payment for the device was in the December 28, 2023, statement. ************ was billed and charged as intended for the device.
  
  ************ was billed for the March 27, 2024, through July 27, 2024, billing statements. On June 16, 2024, a payment for the full past due balance was processed on the account. On June 20, 2024, ************ disputed the payment. As a result of the dispute, on June 23, 2024, he was rebilled for that amount.
  
  On February 7, 2024, ************ added an iPhone 13 Pro Max, with mobile number ending in 1562, and an iPhone XS, with mobile number ending in 3634, to his account. Only the ********************** number ending in 3634 transferred successfully. The mobile number ending in 1562 did not transfer successfully. On August 23, 2024, I placed a credit on the account to remove the outstanding balance due on the account. That day, I sent ************ an email explaining this information.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 10/23/2024

  Thank you very much and fixed my problems by BBB compliant , Comcast finally used its conscience to face the problem. The case can be closed!

   

  Customer Answer

  Date: 10/23/2024

  Thanks so much for BBB helped me to fix the problem and it can be closed!

• 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've had ongoing issues since my Xfinity alarm was installed in 7 months ago , I ve had to have them come out at least once a month. Not to mention the constant incorrect billing From charges to equipment was never installed to saying for 24/7 recording that even executive office has addressed to their supposed engineers and stated would be working two weeks ago . I e been charged for it but cannot use it. I have never had full use of my system at one time. I've been woken up with false alarms triggered. Missing window installments again charged. Faulty sensors, mischarged for their tech issues to come out and sat on phone for hours at this point id like to be refunded the entire amount I've paid since January, since I e never had full use of what I purchased and go to another alarm system . My most recent encounter with ******* from executive office was a complete disaster. He doesn't respond or do anything stated . I've asked for someone else above him to call and just went ignored.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************
  *********************************************;
  ***********************
  
  Case Number:22094191
  Date of Notice:August 5, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the H33373**635**3**13639H by ******************* regarding H313131393**030**3137H service.   
  
  On August 7, 2024, I spoke with **************, who requested a credit for two months of H313131393**030**3137H Home recordings she did not have for her cameras. I apologized to ************** for the experience and applied a credit for two months of recordings as requested. ************** stated she was not satisfied and wanted a refund of the entire system and requested to speak with a manager. On August 8, 2024, H313131393**030**3137H Home supervisor ******************* spoke with ************** and stated that no additional credits are warranted. According to our records, the H313131393**030**3137H Home system shows online with no troubles on August 13, 2024. 
  
  I apologize for any inconvenience that 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,
  
  
  **************
  H313131393**030**3137H Home *** Technician 
  
  

  H313131393**030**3137H Home Licenses: AL: ******, ******; AR: ******; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039; MI: **********; MN: TS674412; *** ********; NC: 2335-CSA; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; **: licensed by the ***************** of State ***********; OH: LIC# **-89-1732; OR: CCB ******; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571; UT: 8226921-6501; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211. Valid 3/1/24. See www.H3933**303731333**5H.com/home-security for current list.

• 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.

  Hello,My Comcast internet bill has always been $65, unfortunatetly the promotion ended and it almost doubled to $120. I called comcast and downgraded service and got it back down to $90 but for half the speed so paying more money for slower unreliable speeds. If you check my comcast account lastest escalation ticket ESL04892340 i always have issues with service and sometimes lose it for days. The last month or two has been so bad ive had 2 or 3 technician visits. I had to purchase a mobile hotspot device and then sign up for storm ready backup cellular service. If the service was reliable it woudlnt be so bad but paying alot of money for a unreliable slow service is unacceptable. i would like my bill to be reduced please? Thanks

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  ********************
  ************************
  
  Case Number:22093953
  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 *************************, an authorized user on the account regarding ********************** service.
  
  I attempted to contact **************** several times to discuss the concern. Unfortunately, my attempts were unsuccessful. Our records indicate that on August 5, 2024, **************** accepted a 12-month promotion for Gigabit Internet at a promotional rate with xFi Complete at no additional charge. The account also receives a self-service discount due to enrollment both in automatic payment and paperless billing. 
  
  Additionally, the account us subscribed to *********** which is provided by the community. The account was previously subscribed to a promotion for Gigabit Extra with xFi Complete at no additional charge which would end on August 28, 2024. I confirmed the account is in the lowest monthly rate without a 24-month agreement for the subscribed services. 
  
  The Comcast equipment is online and within necessary signal level specifications. A service visit was completed on July 15, 2024, where the technician replaced an amplifier. A second outside only service visit was completed on August 4, 2024, where the technician completed with notes of no one home. Mr. ******* request for compensation has been respectfully denied at this time. 
  
  In order to resolve this matter, contact with **************** is necessary. I apologize 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,
  
  
  ************
  Executive Customer Relations 
  
  

  Customer Answer

  Date: 08/13/2024

  [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: 22093953
  
  I am rejecting this response because: I attempted to contact ************ M several times to discuss the concern. Unfortunately, my attempts were unsuccessful. Alternatively i can be reached at ************.

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

  
  

• 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.

  Tech appointment canceled without notice. Unsatisfactory practices

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              ********************************
              *********,** 37919
  
                  Case Number:      22093525
              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, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the ** Box. The technician determined that all Comcast equipment is functioning within Comcasts operating specifications and all home check testing completed by the technician passed.
  
  On August 6, 2024, a credit was applied to ************ account to compensate for services billed from July 31, 2024, through August 6, 2024. An additional credit was applied to ************ account on August 6, 2024, as a courtesy. The credits will reflect on the billing statement dated September 1, 2024.
  
  I verified that the service visit scheduled on July 31, 2024, to be completed on August 5, 2024, was canceled due to outage related. On August 6, 2024, I spoke with ************ and verified that services are working correctly. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

  Customer Answer

  Date: 08/19/2024

  The same issue has arisen again.

  Customer Answer

  Date: 08/20/2024

  This has been going on for two weeks and they dont fix the problem with the service for which I paid.

  Business Response

  Date: 08/23/2024

  
  August 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  *****************************************************************************************************
  
  Case Number:22093525-Rebuttal
  Date of Notice:August 19, 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 23, 2024, I spoke with ************ wherein a service visit to address the service issue was declined due to all services working correctly. Our records indicate that a service visit scheduled for August 5, 2024, was canceled on August 1, 2024, with notes of outage related. 
  
  On August 6, 2024, a service visit was completed where the technician replaced a TV Box. The technician determined that all Comcast equipment is functioning within Comcasts operating specifications and all home check testing completed by the technician passed. On August 6, 2024, credits were applied to Mr. ***** account to compensate for service interruptions and the Xfinity Customer Commitment due to the canceled appointment on August 1, 2024. The credits will reflect on the billing statement dated September 1, 2024.
  
  On August 19, 2024, a service visit was scheduled for August 23, 2024, and was canceled same day by ************. 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 Customer Relations 
  
  

• 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.

  Monthly billing has increased consistently for Internet and TV services. When I try to contact Xfinity to delete certain channels and voice from my bill, I cannot speak to a live operator. They force you into virtual chats. I need additional information then what has been given in their billing. The bill and their packaging tv bundles are confusing. They are overcharging and I cannot get rid of channels without additional assistance as it will put our local sports programs and Internet in ******** , we are at the mercy of this company and will be seeking alternative solutions. This business clearly is trying to confuse its customers so they can hide our choice in programing bundles. No company should be permitted to do business without a live operator available to address problems and concerns.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  **********************************************************************************
  
  Case Number:22083766
  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 made several attempts to contact ****************, an authorized user on the account of *******************, via telephone and email. On August 12, 2024, **************** responded via email and advised she would contact me at her convenience. I provided **************** with my direct contact information and hours via email. 
  
  The account currently reflects the Super + More Triple Play at the standard retail rate. This includes Limited Basic, Expanded Basic (Kids & Family, Entertainment, Sports & News), the Digital Preferred Video Tier, MGM+, Max, Paramount+ With Showtime, TMC, More Sports & Entertainment, high definition (HD), Premium digital video recording ************** Gigabit+ Internet, Unlimited Voice and the ******* Standard HD Plan. Peacock Premium is included at no cost valid through June 25, 2025. The service rate does not include additional services, equipment, taxes, or fees which are subject to change. The standard retail rate was effective on May 29, 2023, at the conclusion of the 24-month promotional rate that was valid May 17, 2021 through May 28, 2023. 
  
  The Super+ More package is a grandfathered package and no longer available for new or existing customers. Customers looking to change their services can view packages online , with an agent over the phone or at a local Xfinity retail store. Please note, for online packages, certain packages have eligibility requirements and customers need to sign in to their online account to see their eligible package options. 
  
  Effective December 20, 2023, Comcast implemented a rate increase in ****************** area. Affected customer received ****** advanced notice prior to the effective billing statement date. **************** was notified on the November 25, 2023 billing statement that the monthly rate for the ************ Fee and Regional Sports Network fee would be increasing. This first reflected on the December 25, 2023 billing statement. Customers can check for changes to their billing by viewing their account online at Xfinity.com or by checking their account using the ********************** app on their mobile device. 
  
  To resolve this matter, contact with **************** is necessary. 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 Customer Relations 
  

  Customer Answer

  Date: 08/27/2024

  
  
   Complaint: 22083766
  
  I am rejecting this response because:
  
  I never received your call, and have no missed calls or voicemail reflected on my phone.  
  
  Still waiting for your call back, as well as two separate requests I made via your call back system, on 2 separate days.  
  

  
  

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

  Customer Answer

  Date: 09/10/2024

  Xfinity did have a Representative contact me.  We would have connected sooner, if they identified themselves on calls.  Each attempt to call me back were screened by my cell phone; as they are listed as UNKNOWN CALLER.  I did take my business elsewhere, as my original claim of confusing bundling/billing still stands    
  

  Thank You for being here!!

   

• 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.

  I'll put in for automatic payment to come out of my account or September the 14th the system allowed me to do it with no issues turn around today on the 5th they charged my cable off I spoke with a representative ****** ID number ****** and he was not being cooperative and being very disrespectful I asked to speak to a supervisor I have now been on hold for at least 20 minutes for automatic schedule payment that was put in before my service was terminated

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************
  *********************************************************************************
  
  Case Number:22093374
  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, I spoke with ***************************, an authorized user on **************** account, regarding a payment arrangement concern. Our records indicate on July 20, 2024, a payment arrangement was processed to pay the past due balance by August 1, 2024. Unfortunately, the payment attempts to receive the funds from the financial institute for this arrangement were declined. Therefore, the arrangement was considered broken, and services were suspended on August 5, 2024.
   
  On August 4, 2024, a second payment arrangement was submitted for a future dated payment for August 14, 2024; however, this did not change the arrangement previously agreed upon. Records to not support the claim that an arrangement was scheduled for September 14, 2024. 
  
  On August 6, 2024, services were restored as two payments were received to clear the past due balance. On August 8, 2024, reconnection fees were assessed for the restoral of service and will reflect on the August 27, 2024 billing statement.
  
  Regarding the second payment arrangement for August 14, 2024, the funds were not received by Comcast, due to the payment being declined by the financial institute. Payment is still needed for the remaining balance owed on the account. 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,
  
  
  ****************
  Executive Customer Relations
  
  

• 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.

  My family has a Comcast Xfinity account. Last night we experienced a severe thunderstorm in the area. Today, we are not able to use our modem or turn on our cable box. The company has customer support set up so that we can only go through an online chat which has indicated that there is no outage in our area. Our neighbor has the same issues with his equipment and/or service. ** cant report an outage. ** cant speak to anyone. The earliest tech appointment is 6 days away.This has happened more than just today when weve needed to speak to a customer rep. ** cant! There are complaints about this inability to speak to someone all over the internet. ** are stuck with this company because there isnt comparable service from any other companies in this lower population area. If a real person knew that there is a true outage, maybe it could be fixed quickly.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************
  ************************************************************************
  
  Case Number:22093211
  Date of Notice:August 05, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity's service.
  
  Our records reflect that ***************** is not an authorized user on the account in question and this was discussed with the account holder on August 14, 2024. **************** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  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.

  I canceled our Xfinity service well before the next monthly date I was advised then that as long as I returned their equipment I would owe nothing I returned their equipment a day or two later . I have a receipt . All the above was done through an agent chat.Next monthly date I get a bill for $49.33.I again chat with an agent( as no phone number is shown on line )No explanation of the balance due is provided. Im advised I owe nothing. This was chat record #****************** on June 23rd.I saved screen shots of the chat and can provide Aug 1st I get an email from them saying I need to update my Credit Card so they can bill me and my account has been suspended. I had removed the card info when I cancelled the service Their website still shows me owing $49.33 even though their employees have told me I dont. They need to remove this balance from my account and send me an invoice showing I owe nothing.Their customer service is terrible ( one of the reasons I cancelled to begin with)

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ***********************************************************************************************
  
                  Case Number:                      22092715
              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.
  
  Upon receipt of this complaint, an investigation was performed. On May 7, 2024, a billing statement generated for the service period of May 12 to June 11, 2024.
  
  On May 24, 2024, the services were voluntarily disconnected, and billing stopped effective May *******. This resulted in prorated credits and a final balance due for services rendered to May 24, 2024. On May 24, 2024, a billing statement generated reflecting the above.
  
  Records reflect on June 23, 2024, a chat representative incorrectly advised ************** that there was no balance due. On August 6, 2024, a credit was applied to the account as a courtesy, satisfying the balance.
  
  On August 9, 2024, I communicated with ************** via email to review the above and to discuss his concerns with him. I apologized for any inconvenience that may have been 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,
  
  
  ******************
  Executive Customer Relations