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

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

• 

  Comcast, Inc.

  5855 Interface Dr Ann Arbor, MI 48103-9515

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:08/04/2024

  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,I have been having nothing but problems with this company since I retained their service. It started with not receiving a self-install kit I had to take care of that myself. Then I had nothing but speed issues and had to go in countless chats and order to get those resolved. Once the speed issues were resolved a technician put a line in my yard and said they would come to bury it soon. That never happened and I have spent countless days and hours and many different chats trying to get this line buried because my homeowners association is about to fine me.Today I got told somebody will be at your house on August 3rd to bury the line... The problem with that is yesterday would be August 3rd because today is August 4th 2024. This is why I'm here filing this complaint I expect better customer service from a company like this. I'm close to canceling the service and just returning the equipment and going somewhere else this is ridiculous. Adjust my bill and bury the line !Thanks,A

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  ***********************
  *******************
  
                 Case Number:                     22090453
              Date of Notice:             August 4, 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 July 23, 2024, our Technical Operations team completed a service visit during which time the technician replaced the underground cable drop. The same day a request was submitted to complete a drop bury.
  
  On August 13, 2024, the Technical Operations team confirmed the drop bury had been completed.
  
  Please be advised Xfinity does not provide compensation for frustration,inconvenience, lost wages or time. As such Ms. ******* request for compensation is not justified and is respectfully denied. I will need to speak with *************** directly to address her concerns. I apologized 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

• Initial Complaint

  Date:08/04/2024

  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.

  Over charges fir years when addressed I got the run around. They scent my complaint to collection on a phone that was stolen and as I stated Comcast has been over charging me since 2008 *****. I have suffer for a mini stork during this time. Comcast have really been taken advantage during 2019 thru 2024.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       *************************
              ******************
  ************************* 19135
  
                 Case Number:                     22089566
                 Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***************************** regarding Xfinity Mobile service.
  
  On August 5, 2024, I spoke with ******************* regarding their Xfinity Mobile concern. ****************** initiated Xfinity Mobile service on October 4, 2023, by purchasing a ******* Galaxy A14 device (IMEI ending in 3336) on a 24-month device payment plan. ****************** was educated on the Xfinity Mobile return process on October 17, 2023. There is no history of a device return being initiated and/or any return label generated for the device. Ms. ******* ********************** account was canceled on May 10, 2024,due to non-payment.
  
  As highlighted in the Xfinity Mobile Customer Agreement, for post-pay customers, we may bill you for fees,charges, and assessments related to late or non-payments, if, for any reason,we do not receive payment for your Service or Device by the payment due date or you pay less than the full amount due for your Service or Device. We do not anticipate that you will fail to pay for your Service or Device on a timely basis, and we do not extend credit to customers with respect to payment for Services or Devices. Any fees, charges, and assessments due to late payment or nonpayment are liquidated damages intended to be a reasonable advance estimate of our costs resulting from late payments and non-payments. These costs will be difficult to calculate or to predict when we set such fees, charges, and assessments, because we cannot know in advance whether you will pay for your Service or Device on a timely basis, if ever; if you do pay late, when you will pay; and what costs we will incur because of your late payment or non-payment. If you fail to pay the full amount due for you post-pay Services or for your Devices, then we, at our sole discretion in accordance with and subject to applicable law, may suspend or disconnect any or all the lines of your Service and you may be required to make immediate and full payment for any Devices that carries a balance due by you.
  
  Except as permitted under our return policy, you will continue to be responsible for any outstanding amounts due with respect to any Device even after the cancellation of any line of Service. You agree to pay all charges associated with your Service and Devices,including without limitation; activation and line set up fees, any taxes and fees on all included, and or paid for, lines of service; data usage;international calling, roaming, and any other features or services used on your account, you enable or subscribe to, including any third party services; and all other applicable federal, state, and local taxes and fees (however designated), regulatory recovery fees for municipal, state and federal government fees or assessments imposed on us, surcharges, permitted fees and cost recovery charges, for any programs in which we participate, including, but not limited to, universal service, telecom relay services for the visually/hearing impaired, rights-of-way access, and E911 system and any fees or payment obligations imposed by governmental or quasi-governmental bodies for the Services. 
  
  Due to Ms. ******** Xfinity Mobile account being canceled, the remaining device balance became due immediately on May 10, 2024, and the account balance was written off on June 9,2024.
  
  On August 9, 2024, a one-time courtesy credit was applied for service charges accrued after ****************** requested to cancel service on February 13, 2024. The credit reflects the current past-due balance. No additional credit is warranted, and the account remains past-due and in collections until paid-in full.
  
  On August 12, 2024, a member of the Xfinity Residential team spoke with Ms. ******** regarding her concerns.****************** was charged since her recent change of service on October 6, 2023,until August 3, 2024, downgrade for four cable boxes, when she only had two.For this reason, a service adjustment was applied to the account for the additional two boxes for the period. The credit was applied to the account on August 12, 2024, and will appear on the August 18, 2024, bill statement. The equipment was removed from the account.
  
  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,
  
  **************
  XM Executive Resolutions
  ************** Extension 3052566
  
  
  

  Customer Answer

  Date: 08/20/2024

  This matter still not been handel properly. Still my account is still being charged for illegal wire fraud

• Initial Complaint

  Date:08/04/2024

  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.

  At the Xfinity ******** Store, I was attempting to obtain a free cell phone. The sales person advised me that I needed to add two new lines. Upon approval, I was told that I would not receive two free phones. I immediately requested the cancellation of added lines to no avail. Upon calling the corporate office for seven consecutive days, the two additional lines remain on my account. I have ported both of the original lines to ******** Comcast is billing me for two lines that are secondary lines on the two ported phones. I am requesting that the BBB assist me with the closing of the existing lines recently added as Comcast has refused to cancel the two lines that are not associated with any telephones and correct the billing accordingly.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  Better Business Bureau
  *************************************************************************************************
  **********************
  
  Re:       ***************************
              *******************************
              **********, ** 15204
  
              Case Number:              22089565
              Date of Notice:             August 3, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  I attempted to contact ***************** multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On July 28, 2024, ***************** ordered 2 SIM cards for her Apple iPhone 12s to participate in Xfinity Mobile's Bring Your Own Device (BYOD) program Xfinity Mobile lines - 2864 and 5147. ****************** subscribed to two lines of unlimited service for Xfinity Mobile lines - 2864 and 5147.
  
  Xfinity Mobile records confirm on August 2, 2024, ****************** requested to cancel all lines of service. Xfinity Mobile line - 6639 was ported out on August 1, 2024, and ceased to stop billing. Xfinity Mobile line - 8069 was voluntarily ceased on August 2, 2024. The remaining Xfinity Mobile lines - 5147 and 2864 continued to bill and were not cancelled. On August 13, 2024, Xfinity Mobile lines - 5147 and 2864 were ceased to stop billing as previously requested.
  
  On August 15, 2024, a credit was applied to the July 19, 2024, through August 18, 2024, bill cycle for the prorated unlimited service charge and line set up fees for Xfinity Mobile lines - 5147 and 2864. At this time the account is closed, and ***************** is responsible for any remining balance. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions

• Initial Complaint

  Date:08/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When upgrading to xFi, I was promised an xFi "POD", free of charge, sent via mail. It did not show up, and I reached out again. (The upgraded gateway also did not show up, however I was able to trade in the outdated one at a local shop). There was no mention of the promised "POD". I contacted them again, and after various escalations, was promised 3-5 day shipping for said device. At the 5 day ***** we purchased one out of pocket, due to nessessity. At the 11 day **** I reached out again. Same story, escalations upon escalations. Obvious AI filler conversation. The chat was terminated, possibly at my fault. The chat resumed with the automated responses. I want my promised POD or a full refund for the unit that my wife and I purchased, and was promised.

  Business Response

  Date: 08/16/2024

  
  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *********************
           *****************************************************************************
           ********************
  
           Case Number:   22089273
           Date of Notice:   August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  Between August 12 and 15, 2024, I communicated with **************** via email and confirmed that he received the xFi pod via ***** on August 7, 2024. 
  
  On August 15, 2024, **************** sent me the receipt for the xFi pod that he had purchased. On the same day, I applied a credit to Mr. ******* account for the cost of the xFi pod. The credit will reflect on the August 25, 2024, billing statement. 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,
  
  
  ******************
  Xfinity Executive Customer Relations
  
  

  Customer Answer

  Date: 08/17/2024

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

  They have been very thorough, and prompt with their remedies. I appriciate their efforts in resolving the matter. There was indeed a credit made to my account, in the amount paid for the off the shelf product that I was forced to purchase due to the error.

  I have begun the return procedure for the origional promised device, that did eventually arrive. I have submitted the form and am in the ***** hour "awaiting further instructions" phase of the process. I have made it clear that I am happy to simply return the unopened device to my local ********************** retailer.

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

  
  

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity charged me about $2875 with a claim that I have used .56mgb data in ******** even though I was using Qatar Airways on board wifi for 30 minutes. I communicated with this business for over 2 months trying to fix this and every person I spoke with told me something different. I was told all will be fixed and they will make me a new financial account and when I had to call back again because they didn't communicate with me for two days, the agent ao spoke with told there was nothing that could be done because the charges were legit. I have not used the data but they are telling me that data roaming was on so Xfinity data was stronger than the airplane wifi. Because of going back and forth, my family suffered (we have 6 lines with them) and my bills continued being added despite the fact that our lines have been suspended for two months while they were telling me they are working on it. I just think is unfair to pay $2875 for .56mgb that I did my best avoiding them and even paid for international cases with them. Please help me.Thank you

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
              ***************************************************
              ********, PA 15237
  
                Case Number:                    22089194
                Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************** regarding Xfinity Mobile service.
  
  On August 13, 2024, I spoke with ************** regarding her Xfinity Mobile concern(s). I confirmed that ************* was inadvertently provided the incorrect information on data availability in ******* while traveling. Based on the records, I agreed to remove the roaming data charges with a one-time courtesy credit applied on August *******. All lines were restored. It was found that ************** established a repayment plan beginning September 1, 2024, to address the past due balances.All scheduled payments of the repayment plan and the normal monthly ******** must be paid on time to avoid any further service interruptions. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  ************** *****************
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Order 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.

  On Wednesday, July 31, 2024, a branch fell and caused my internet wire to loosen from my house. The line is blocking my driveway and hanging halfway in the street; if someone is not paying attention their vehicle can snag the line and detach it from my house. I submitted a ticket with Xfinity for them to repair the line on the same day. The line was not fixed on Thursday so I called and reiterated the safety concerns. They informed me the line would be fixed Friday. The line was not fixed Friday so I called Saturday morning and they stated there was an outage and the engineers had to fix the outage. I asked if someone could fix the line today and they said yes. The agent stated she was going to monitor my account and contact me when the tech was in the area. I never got a call and when I got home the line was still hanging. I called them back Saturday evening and asked when the tech was coming out and they informed me the appointment was moved to Sunday. I was truly frustrated and this point and asked to speak to a manager. The manager reviewed my account and stated she would call dispatch to send someone out to repair the line. After talking to dispatch, the manager informed me they could not come out because it was too late but the line would be fixed tomorrow and she would call me personally. I informed her that Comcast has horrible communication with customers and that I should not have to beg them to do their job. She offered me a credit to appease my frustrations ; I informed her the credit can be applied if and when they fix my line. I'm not convinced the line will be fixed Sunday.

  Customer Answer

  Date: 08/04/2024

  Ticket number is ECM00088244567

  Customer Answer

  Date: 08/04/2024

  Ticket number is ECM00088244567

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***** *
  GA 30084
  
  Case Number:22089107
  Date of Notice:August 4, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***** * regarding Xfinity service.
  
  Our records indicate that on August 1, 2024 a service visit was scheduled for August 2, 2024. On August 2, 2024, the service visit was missed as there were no available technicians. The service visit was rescheduled for August 3, 2024.
  
  On August 3, 2024, the service visit was rescheduled for August 4, 2024 as there were no available technicians. The service visit was rescheduled for August 4, 2024. Due to no available technicians, the service visit was rescheduled for August 6, 2024.
  
  Ms. *s concerns were referred to Technical Operations leadership for further investigation. On August 5, 2024, a service visit was completed during which time the technician replaced the drop cable line to the home and the pending appointment for August 6, 2024 was canceled. An internal review of the signal levels confirm they are within Comcast specifications. 
  
  On August 5, 2024, I spoke with Ms. * and verified the cable line was replaced and at the appropriate height. I advised that Comcast does not provide compensation for inconvenience. The request for compensation has been respectfully denied. 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,
  
  
  ************
  *xecutive Customer Relations 
  
  

  Customer Answer

  Date: 08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. However, Xfinity's customer service is awful; they need to do a better job of communicating with customers and know what their credit policy is.
  
  Regards,
  
  ***** E
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast did not honor a disconnect request, charged another 2 months of service, tried to take money out of an account that was closed, and when I spent 2 hours on the phone trying to get the account disconnect, they informed me that they can not disconnect it until the past due balance is paid, before placing me on hold for an half hour and disconnecting me.Filing a complaint here is the only way to get them to do their jobs.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***************************
              ****************************
              ******************, ** 15672
  
  
              Case Number:              22088819
              Date of Notice:             August 4, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records do not list ***************************, as an authorized. However, I contacted the account holder, ******************************* on August 9, 2024. ************************ was unable to authenticate the account to review the concern received. Upon Mr. *********** cooperation in authenticating the account, we can assist further. 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: 08/10/2024

  [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: 22088819
  
  I am rejecting this response because:
  This company did contact me out of nowhere the other day. Upon calling me and getting on the phone they insisted on verifying my account while I was driving. I informed the woman who I was speaking to that I was driving and that I could not verify. She became offensive and said she could not speak to me until I verified the account. She called us from the information on the account and then refused to speak with me. I again informed her that I was driving and it was not safe for me to talk at this time. She said she would call back later on in the afternoon. She never called and then wrote this response thinking her attempt to call and then refusing to speak to me when she called me, was an official attempt to resolve the issue. Now, after this complaint was filed and then the conversation, I find it funny that my account was restricted again for discrimination against my ads, claiming they go against standards. 1/2 of my income for the year comes from my show next month and they once again have discriminated against me and stopped me from advertising on one of the largest social media platforms in the world, when I did nothing wrong. I had an attorney design my ads around their rules and restrictions. If this new account restriction on my account does not get lifted in 3 days, I will loose my company, which is my livelihood. Please do not let them respond like this and let it be acceptable as an attempt to resolve a case they made no honest attempt to do so.

  If she would have called back in the afternoon like she said, and I was waiting, we could have gotten the issues resolved. Instead she did not then come on here and lied. 
  
  Regards,

  
  ************************;
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/10/2024

  My last response was incorrect. I though this was in response to my complaint against ************** This is against Comcast and I read wrong. Let me correct my response.

  A representative did reach out. They called me on my phone number listed on my account and refused to speak to me until I verified who I was when they called me. I informed the woman that I was driving and had no access to email or text while driving, it was unsafe. She refused to speak to me. After arguing with me for 5 minutes as to why it was safe to verify my account through text while driving, I finally told her off. She said she would call back in the afternoon and never did. This issue is not resolved in any manner. 

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:***************************
  ********************************************;
  ****************************
  
  Case Number:22088819 - Rebuttal
  Date of Notice:August 4, 2024 
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On August 15, 2024, I spoke with ***************************, who confirmed also goes by *******************************, to discuss their billing concerns. On July 25, 2024, a payment received on July 18, 2024 was returned as insufficient funds. The payment and payment reversal were reflected on the August 5, 2024 billing statement, along with a returned check fee. During our conversation, I disconnected the account as requested with a stop billing stop date of June 1, 2024. The disconnection of service and associated prorated adjustments are reflected on the August 16, 2024 billing statement. 
  
  The Comcast provided equipment on the account will need to be returned to avoid being charged unreturned equipment fees. 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 **************. 
   
  Regards,
   
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to solve a billing issue with Xfinity for a while and now they have sent an incorrect information to a collection agency. Each time I speak with an Xfinity **** I am given different information - but in all cases, the **** validate that I don't have an open balance. The account # referenced on the letter is: *************, but this is not my most recent account where I terminated services in Feb 2024. Up until then, there was no knowledge of any other account or supposed balance. I have had Xfinity since 2016 and in the last 8 years have taken them to every home, including my most recent at **********************************. No one can articulate where this apparent $136 balance came from given the fact that I've always transferred services each time I moved and remained on auto pay. This appears to be a billing error that I am paying for and it's a silly scar to my credit profile that I need fixed. I have exhausted calling and chatting with Xfinity - their **** promise to do things and update my account, one even told me it was a system glitch, and they would escalate. Yet, this company continues to report this false balance. I am not even sure which address this account number is associated with. I have been in my current home for 2 years.

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
   
  BBB of ******************* & ********************
  **********************************************************************************************************************
  
  Re:***********************;
  ********************************;
  *******, IL 60637
  
  Case Number:22088455
  Date of Notice:August 4, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On August 5, 2024, I spoke with ****************** regarding a billing concern. Our records indicate that the account (number ending in 5522) located at *********************************************************** was activated on August 29, 2021, after ****************** transferred services from the account (ending in 5326) located at **************************************************** 
  
  The account (number ending in 5522) was interrupted for nonpayment on October 27, 2022, after a partial payment was received on October 19, 2022. On October 27, 2022, the account was disconnected as requested by the customer. The disconnection generated a credit prorate for services billed from October 27, 2022, through November 2, 2022 which reflected on the October 27, 2022 billing statement. On October 29, 2022, two reactivation fees were applied. On November 27, 2022, an unreturned equipment fee was applied for Internet equipment. These charges were reflected on the November 27, 2022 billing statement. The final balance was reflected again on the December 27, 2022 billing statement and was charged off to third party collections on January 2, 2023 after payment was not received. 
  
  On January 11, 2023, a billing adjustment was applied, and the unreturned equipment fee and reactivation fees were reversed. On January 12, 2023, a billing adjustment was applied, and a credit was applied for services billed from October 20, 2022, through October 26, 2022, which left a balance due. These credits and the remaining balance did not reflect on a billing statement due to the account being disconnected. The account remains in a collections status until proof of payment is received.
  
  Our records indicate that on October 13, 2022, a new account (ending in 9564) was started, located at **********************************************. On February 27, 2024, ****************** requested to disconnect this account with a stop billing date of February 27, 2024. On March 8, 2024, the disconnection order was completed, which generated a credit prorate for services billed from February 27, 2024, through March 16, 2024. The disconnection was reflected on the March 8, 2024 billing statement, which reflected a balance due. On March 14, 2024, a payment was received for the March 8, 2024 statement balance. On April 8, 2024, the account was billed for unreturned Internet equipment, which was reflected on the billing statement issued on the same date. On April 17, 2024, the Internet equipment was returned to Xfinity and the charge was reversed, which reflected on the May 8, 2024 billing statement. 
  
  A review shows that ****************** has been accurately billed. Proof of payment for the account number ending in 5522 is necessary to clear the balance. I attempted to follow up with ******************, but my attempts were unsuccessful. I provided my direct contact information to ******************, should she require additional assistance. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/16/2024

  [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: 22088455
  
  I am rejecting this response because:
  

  None of this account history is being disputed but the random $136 bill is because, a stated in the complaint and on the many phone calls I've had with Xfinity about this - I had autopay set up the last 2-3 years and had always been on time. I didn't close any account prior to Feb 2024 so why wasn't the final bill at my prior address (***************) not sufficient? At no point during my active services was I sent a different bill for ***********************. How did I incur charges that we're billed or paid via autopay. None of this is even acknowledged in the response. No explanation of the charges and providing an account history that demonstrates nothing else but my loyalty to Xfinity. 

  The company's response does not support this erroneous charge that they've incorrectly sent to collections. Every "fee" mentioned in their response was ultimately reversed as it didn't apply. Every bill has been paid. All equipment has been returned. I shouldn't have had any reactivation fees as my services were never disconnected (until I requested services be cancelled in Feb of 2024) -  my services have always been transferred. . I have no intent on evading charges if they are accurate but I have settled my accounts with ******************** and to have this 2+ year old charge pop up is ridiculous. I've never seen a bill for this amount - what are the charges supposedly for?

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

  
  

• Initial Complaint

  Date:08/03/2024

  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.

  Internet service has been unreliable for months. Connection keeps resetting. Every time technician comes to the site, they say the signal is good. The last time a technician came out, I worked with him and found TWO splices on the underground cable. This is completely unacceptable. There should be NO splices to an underground cable. I dont trust the people who installed the cable. They clearly did not have the right equipment to do a good job. Conduit was installed in my yard, then cable goes on the ground to get to the bottom of the pole. There are zero lot lines, so I understand its impossible to install conduit 100% to the pole, per the standard, but that was the reason why the tech in the first place ordered a new cable install because the drop from the tap to the bottom of the pole was the problem. Thats all that really had to be replaced, but they s**** everything up and installed bits and pieces of cable and spliced them together, some to orange and some to black, doesnt make sense. Its black to bottom of pole and orange for underground run to the house. I am getting a replacement S33 modem under warranty, but I dont think its going to matter since the signal keeps resetting intermittently. This is typical of a splice problem. Signal will test clean to the technicians, but every now and then, it will be list and cause the modem to lose connection and re-sync. This is not acceptable. I need a new cable ran from the bottom of the pole, directly to the house, with NO splices. Directional boring is required in order to install conduit from the pole to my house because of zero lot lines. It is an older neighborhood. Please investigate why there is so much trouble with this particular installation. New cable modem comes at the end of next week, on Friday August 9th, so I will know without a doubt when that arrives, but I already suspect the cable because the problem is INTERMITTENT! Its not an outright cut of the cable, that already happened in the past.

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ******************
              **********, FL 33431
  
              Case Number:                      22088287
              Date of Notice:             August 3, 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 9, 2024, I communicated via email with ******************** who advised he installed a new modem in the home and it was activated. On August 13, 2024, a service-visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the underground drop cable line to the home, ground block, and referred to maintenance.
  
  On August 13, 2024, a Maintenance Technician visted the location and disconnected an inactive drop cable line that was active and installed a noise filter on the line. The technician determined that all Comcast equipment was functioning within the appropriate specifications and all home check testing completed by the technician passed.
  
  Our records also indicate on June 15, 2024, a service-visit was completed where the technician replaced a connector and referred to underground. On June 28, 2024,a technician replaced conduit. On June 28, 2024, a service-visit scheduled for June 30, 2024 was canceled with notes of outage related concerns.
  
  On July 1, 2024, a service-visit was completed wherein the technician replaced a connector. On July 8, 2024, a service-visit scheduled for July 12, 2024, was canceled via text message. On July 24, 2024, a technician completed the appointment with notes of no one home outside only check. On July 31, 2024, a technician completed a service-visit with notes of customer education.
  
  On August 14, 2024, I communicated via email with ******************** who verified that services are working properly. On August 14, 2024, I applied a credit to ******************* account to compensate for service interruptions from June 28, 2024 through August 13, 2024. The credit will reflect on the billing statement dated September 11, 2024. 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

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  The issue was finally resolved after **** was finally able to find evidence that the signal was causing the modem to re-sync. Hopefully all of the other technicians can gain from lessons learned with regard to this intermittent problem.
  
  Regards,
  
  *************************
  

  
  

• Initial Complaint

  Date:08/03/2024

  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 am being charged ***** for peacock premium plus subscription Xfinity has instructions to remove:********************************************************************************* These do not work and I am unable to cancel. I have to call each month to get a credit and am told its cancelled when its not and I continue to get billed. This has been since April 2024

  Customer Answer

  Date: 08/10/2024

  I was billed again this month.  They will not cancel peacock premium plus.  
  

  This issue is not resolved.  

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              ********************************
              **********, MD 21784
  
              Case Number:              22088284
              Date of Notice:             August 3, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On August 5, 2024, I spoke with ************** regarding his concern with Premium Peacock Plus. ************** confirmed that he upgraded his Peacock Premium at no cost as part of his package for Gigabit Extra Internet to Peacock Premium Plus through Xfinity online on April 1, 2024. After a few days, he decided to cancel the Peacock Premium Plus subscription. However, he was unable to do so due to a system error. On September 11, 2024, Peacock Premium Plus was successfully removed from Mr. ***** account. Credits covering the Peacock Premium Plus subscription charges from April 1 to October 1, 2024, were applied to the account on April 2, April 27, May 24, June 29, July 13, August 8, and August 12, 2024. These credits are reflected on the respective billing statements dated April 9, 2024, through September ******. 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

  Customer Answer

  Date: 09/18/2024

  I am still waiting to see next months bill to ensure issue has been resolved.  
  

  The charge is still on my service but is now 0.00 dollars.  If this charge is removed from next bill I will confirm that issue has been resolved at that time.  The business has been very responsive since I filed my complaint but this charge issue will not be resolved until service is fully removed from my account.