Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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:08/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order some security cameras and a door lock from comcast the order got dubbed then I tried to cancel was told it was canceled so I went to the store to buy them they sent them I took all the equipment back to the store then I get a bill I called ask why is my internet bill 600$ they say it was a charge for the equipment I said I took it back to the store the *** says I see that and the store *** scand it in I say my bill is normally 70$ its been around that way since November she said she will create a ticket and have it resolved about 2 weeks pass I dont have a full credit I call again after fight with the automated system I finally get somebody from a department called billing east ask about the bill they say its wrong department I need central billing talk to them they says its nothing to worry about and that the bill was generated but and the system will make the adjustments and my actual bill is like $60 after the credit that they didnt give me and just make that payment and everything will balance out when the system updates I made a payment gave it some time and my bill is still crazy high and now its like 360$ after like 50 tickets I was told that were put in I never got a update and my bill keeps doubling

  Business Response

  Date: 08/16/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *******************
              *********************************
  **********************
  
              Case Number:                      22086854
              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 6, 2024, I spoke with ************* and confirmed he was subscribed to Xfinity Self Protection with three cameras. Additional services and modem are not included in the package price. This package was effective May 7, 2024, with the application of equipment charges and installments. Our records indicate, that on May 14, 2024, there were orders for two additional cameras and Kwikset Smart Lock. In addition, a credit was provided for cameras and the shipping charges.On May 14, 2024, a courtesy credit was applied to the account; it was reflected on the June 1, 2024, billing statement. On May 16, 2024, the Xfinity home equipment was cancelled on the account. This applied the remaining installment charges for the devices. On May 16, 2024, a courtesy credit was applied to the account; it was reflected on the June 1, 2024, billing statement. However, as this statement included all the added services and prorated installment charges, the balance was higher than normal.
  
  On June 3, 2024, the remaining charges for the equipment was credited off the account with the return of the cameras and lock to a retail location. On June 3, 2024, a billing adjustment credit was applied to the account; it was reflected on the July ******, billing statement. On July 28, 2024, the *********************** was disconnected as requested by ************** and reflected on the August 1, 2024,billing statement. On August 6, 2024, ******* Premium and Now Streamsaver were cancelled as per **************** request; this will be reflected on the September 1, 2024, billing statement. I explained the billing credits and adjustment with **************. At this time, the appropriate credits were applied to the account and billing is accurate.
  
  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,
  
  
  Niles H.
  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 purchased a new doorbell ring camera from Xfinity in December of 2022. The camera was installed by their technician. Beginning in about February of 2023, the doorbell camera began having issues. The device will disconnect and does not work despite being plugged in and connected wifi. My other camera further from my wifi router has had no issues with connectivity. I have made complaints just about every month about the camera not working for hours and my dissatisfaction. In July of 2023, I scheduled a tech to come out free of charge to assist with the issue. The tech was unable to find anything wrong stating the wires are correct and could not provide any solution to my problem. I asked to have the doorbell camera replaced. He told me it would be the same exact doorbell camera I already have and that I would have to pay. I told him why would I want to purchase a product I already have that is not working properly again? I then asked if I could get another camera installed like the one I have already in another part of my home. He said yes and installed the new camera. I have no problem paying for the new camera but I do not agree with the installation charge of $150. I was told to call and it would be removed since the whole point of the visit was due to their equipment malfunctioning. I only requested the new camera to ensure I had a reliable camera source recording, if ever needed. Had the tech or the company resolved my original request and issue than a new camera would never had been needed. My service request was changed in their books to ignore the fact that their product stopped working. This is poor customer service and I would like assistance with getting this resolved immediately. I have tried calling and chatting in the app. All that has gotten me is transferred to different agents until one eventually disconnects me.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  
              MI *****
  
              Case Number:                22086612
              Date of Notice:               August 3, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  Per ******************** complaint, she started having issues with her video doorbell in February of 2023. She had a technician come out to her home in July of 2024 to review the concern with her video doorbell. ****************** stated that when she asked to have the video doorbell replaced that the technician advised her that she needed to purchase a new one. She agreed to purchase a new outdoor camera and was also charged for a service visit fee which she disputes.
  
  Per our records, On July 15, 2024, ****************** approved and consented to an order via the website with email ******************* using E-Signature where she added a new outdoor camera on a one-time charge as well as a service visit charge. The technician completed the order as advised on July 15, 2024. With this information in mind,we can confirm that the charges are valid and were agreed to and have no records where she was advised that the charge would be waived.
  
  I attempted to reach ***************** on August 5, 2024, August 7, 2024, and August 12, 2024 by the primary email address on file ******************* and the primary phone number on file ************* and I was unable to get in contact with ******************. We would need to be able to speak with her in order to resolve the Xfinity Home issues that were mentioned in the complaint.
  
  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,
  
  ******************
  XH Sr. **********

• 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 called Internet essentials at 1301 PM and The *** had offered me to get the Internet and two phones because I am low income and I have ********* I qualify to have two lines and the Internet for a cheap price so I agreed to that we signed up for everything and she sent me to the Comcast store to get my box to get started. I went to the Comcast store and picked up my box. I called Xfinity after, starting my service and the ***resentative Care told me something totally different at 1543. I was told that they would service and I would have to order Comcast p***aid. I told the lady I just gave you $57 for two phone lines and I was supposed to get Internet and the phone lines together as a package deal affordable for me because Im low echo and she told me that they will interrupt my service, and my phones would be at regular price. I feel like I was told lies and being preyed upon. The phones will not be affordable. I switched my phone service and now I cant afford it because Xfinity told me false information. I also called for a third time and the *** told me that I was approved for the Internet is sent to program and told me that my Internet will not be disrupted and dont worry, but that was not the case. My Internet was turned off and now I have two phones that I will not be able to afford because I was tricked into getting them.

  Business Response

  Date: 08/30/2024

  
  August 30, 2024
  
  
  BBB of **************************; ********************
  *********************************************************************************************************************************
  
  Re:*******************************
  ******************************************************************************
  
  Case Number:22086575
  Date of Notice:August 3, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***********************************.
  
  ****************** accepted the Internet Essentials ************ at the retail rate of $29.95 monthly effective August 2, 2024. As part of the Internet Essentials program the Comcast leased modem is provided at a $0.00 modem rental monthly fee. 
  
  Upon a thorough investigation of the account there is no record of the Internet Essentials services being disconnected or turned off due to non-payment or any other reason. Our records indicate that that on August 3, 2024, ****************** was unable to connect to the WiFi network. On August 3, 2024, the ****************** was educated on the WiFi network name (SSID) and she was able to access the WiFi network. 
  
  On August 2, 2024, ****************** established mobile services by purchasing two new devices: ******** ************* 2024 and ******* Galaxy A25 5G with a 24-month device payment plan; pre-qualifying for the ******* A25 5G On Us promotional offer. The line was enrolled in the unlimited plan. The On Us" offer requires the line to be activated with a ported-in phone number from another carrier to qualify. The line would receive a monthly credit to offset the monthly device charges for 24 months. 
  
  On August 9, 2024, the lines listed above were activated, and the ******* A25 was not activated, with a ported-in phone number causing the promotional offer not to apply. The monthly bill includes the unlimited plan for both lines, two device payment plans, plus tax. When adding a new line with Xfinity Mobile service there is a one-time line setup fee per line, which will reflect on the first billing statement associated with the new lines. The billing statement issued on September 8, 2024, includes the unlimited plan for two lines, the device payment plan, and the one-time line setup fee plus tax. 
  
  A Comcast Executive Customer Relations representative and ********************** specialist both made several unsuccessful attempts to contact ****************** to advise her of the above information and discuss her concerns. They left a message with their direct contact information should ****************** have further questions regarding this matter.
  Should you have any questions or need additional information, please contact me.
  
  Sincerely,
  
  
  ****************
  Executive Response Team
  **************
  
  

• 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.

  My condo building has signed a deal with xfinity called a bulk plan so everyone in the building gets internet included in the monthly HOA fees but has no option to choose another provider or you will have to pay twice. While getting my internet setup, I visited the xfinity store where they told me that I needed a "storm ready wifi" that would cost $7 a month and there were no other options. So I accepted that and they said they would ship it out. In the meantime, I contacted the building and they said that all equipment should be included in our bulk plan and I shouldn't have to pay for anything extra. I then reached out and had a service technician come out who installed a modem/router and got everything working and he confirmed that I should not need to pay anything extra. Then a few days later, the package with the storm ready wifi arrived and since I didn't need it, I brought it back to xfinity completely unopened since they said they had a 30 day money back guarantee (I brought it back about a week after). They took the device and said that I would be refunded but that was not the case. It is now over a month later and I have been billed $33.09 for the first month of renting the storm ready wifi (which I don't even have in my possession) and have a pending bill of $208.49!I have tried visiting the store multiple times as well as had 5 different phone calls with agents and still I have no progress on my issue. Everyone there is just telling me to wait and it will be resolved but nobody is actually doing anything. They keep giving me case numbers but then I never hear anything back about them. The last agent said they would escalate to billing and they would call me the next day but then two days later, still no communication from xfinity. I am really out of options here and have tried all that I can. It really ***** to have to pay almost $250 to get scammed by this giant company.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                       Case Number:                      22086528
              Date of Notice:             August 3, 2024
  
  
              ***********************
              WA, 98102
  
  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 ******************** regarding equipment charges. Our records indicate that the equipment was returned on June 30, 2024, and a credit was applied to the account on the same date for the Storm Ready Wifi-equipment charges. However, due to a workorder office error an installment charge for the device was billed to the account on July 1, 2024. On July 29, 2024, the Storm Ready Wifi-equipment charge was added to the account again in error. On July 29, 2024, a credit was applied to the account for the installment charge billed to the account on July 1, 2024, and on August 8, 2024, a credit was applied to the account for the Storm Ready Wifi-equipment charge. The credit will be reflected on the September 1, 2024, billing statement.
  
  In addition, ******************** was advised that our records confirm a **** charge back was billed to the account on August 7, 2024, due to a payment from July 27, 2024,which he disputed with his financial institution. 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: 08/17/2024

  [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.

  Thank you so much for your help in this matter, I don't think that I would have been able to get Xfinity to refund me for my return without your help.

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

  
  

• Initial Complaint

  Date:08/02/2024

  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 has a live wire in the street and in my yard. Wire has been there for days. Residential area with children on the property. Xfinity has been told several times and have not removed the wire

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re: *******************************
  ******************************************************
  *****************
  
  Case Number:22085994 
  Date of Notice:August 2, 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 7, 2024, I spoke with ******************** regarding the Xfinity concern. ******************** indicated the cable line has since been removed, and he no longer requires assistance. I apologized 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,
  
  
  Queen Q. 
  Executive Customer Relations 
  

• Initial Complaint

  Date:08/02/2024

  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.

  Sunday 7/28/24 Comcast Xfinity router went down chatter with someone told me to go replace the router at ********************************* location in *************** replaced it Monday the 29th Tuesday no internet chatter with the tech person and they send the technician out Wednesday person tried doing his best fix it couldn't came back Friday because of internet and a cable box went out same technician said it had to do something with the pole. Received text messages saying someone was going to come out and look at the pole connections and try to fix it 3:00 p.m. received a text saying that it was working as a August 2nd nothing still chatted with someone today 7:00 p.m. August 2nd unfortunately kept getting sales agents trying to sell me more things I don't need asking me what's wrong with my stuff and saying that I need to upgrade and pay more for other services that I don't need like cell phones and other things don't like how Xfinity has been treating me nice since 1985 been a customer and this is how I'm being treated I will like for you guys to look into the customer service chat support team and they're overseas support team and how they handle complaints unfortunately because they're overseas I don't think they understand the circumstances and problems that happen here we are not as tech savvy as other customers are but we know what we're doing and we're trying to fix this and their agents online and on the phone keep telling me to do the same thing unplug disconnect and it's not that it's the pole our lines are super old and they need to be upgraded unfortunately Comcast doesn't want to do that.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*********************
  ******************************************************************************
  
  Case Number:22085933
  Date of Notice:August 3, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************, an authorized user on the account, regarding ********************** service.
  
  I made several attempts to contact ************************* via telephone and email. Although I was unable to reach **************, a review was completed on the account. Our records indicate multiple service appointments and maintenance tickets were completed from July 13, 2024 through August 9, 2024. Additionally, the modem was swapped multiple times on July 30, 2024 and August 3, 2024. 
  
  On August 13, 2024, a credit was applied to the account as a service adjustment from July 13, 2024 through August 9, 2024. The credit will be reflected on the billing statement dated September 6, 2024. There are no area issues affecting the services and the signal levels are within specification. To provide additional assistance or resolve any remaining service concerns, contact with ************** is necessary. I apologize for any inconvenience experienced 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
  
  

• Initial Complaint

  Date:08/02/2024

  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 reconnected my internet service a little over a month ago. When reconnecting I told the agent I did not need a modem, agreed to 90 dollars a month and did not have a balance. I called Xfinity July 31st because I had to return a modem that was sent to me, and I was charged for, my bill was 195 dollars and I was charged shipping and handling. Xfinity closed my credit escalation and did not credit me for the modem, the shipping and handling nor fix my bill that is well over what I was quoted. This is my 3rd bbb complaint for being overcharged by them in 6 months.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************************
  ********************************;
  Apartment 135
  ******, ** 97322
  
  Case Number:22085511
  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.
  
  I made several attempts to contact ************************ via telephone and email; however, ************************ indicated he was unavailable until August 19, 2024. Further attempts to contact ************************, while successful, ************************ did not authenticate the account, therefore a review was completed. Our  records indicate on June 15, 2024, ************************ restarted services and accepted 24-month promotional rates for Gigabit Extra package and xFi complete effective June 15, 2024, through June 14, 2026. ************************ also receives Peacock Premium free effective June 15, 2024, through June 14, 2026. After the promotions, retail rates will apply. The rates do not include taxes or fees. 
  
  The June 15, 2025, order also included the shipping of a new modem to ************************, which was delivered on June 18, 2025. ************************ was not billed any shipping/handling costs for the modem. ************************ returned the modem on August 1, 2024. I apologize 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: 08/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22085511
  
  I am rejecting this response because:

  I was billed 170 dollars, which surpasses the monthly amount for the plan I signed up for. Upon returning the modem, that I specifically asked to not be sent to me because I had one, the comcast employee confirmed I was charged shipping and handling, plus additional costs that should not have been charged to my account. I called ********************** and asked for a credit of the 70 dollars, which would bring my bill down to 100. The employee confirmed I should not have been charged that. He pushed the matter up to the correct department and the denied the credit. This person tried contacting me multiple times within a couple day span, I emailed them back immediately letting them know I am a Wildland firefighter currently working a wildfire, when I would be available and what my concerns were. They have not since tried to contact me. I will be filing additional complaints with the federal consumer protection bureau.

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

  
  

• Initial Complaint

  Date:08/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 22, I was cancelling my internet service with Xfinity when they offered me a bundle for phone and internet at around $67. I agreed to this offer and have the chat screenshots to prove it. However, after the first month, my combined bill was over $100. Despite being transferred nine times and assured the issue was resolved, my next bill came to about $120.Today spent 3.5 hours on the phone, being transferred seven times, only to be told that despite their promise and my signed documents, they can't honor the agreed price unless I buy a new phone from them and activate it after June 17. They admitted this mistake on a recorded line but offered no real solution. I was also promised an $80 credit from a supervisor to offset the costs and was later told it was a lie. Now, I feel stuck, as I'm under contract and can't cancel. I never thought I'd be accusing a large company of fraud and theft, but here I am.Does anyone have any advice on what I can do next?

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***********************************
  ******************************************************************
  
  Case Number:22085031
  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.
  
  ******************** spoke with Xfinity Internet Executive Resolution Specialist on August 12, 2024, via email, to discuss his account concerns. Our records confirm that on February 26, 2024, ********************** agreed to a promotion for the GigabitExtra Internet at $95.00 per month effective March 3, 2024, to March 28, 2025, the package also includes xFi complete. ********************** is receiving an additional discount for enrollment in eco bill and auto pay with a credit card. Investigation found this package does not include an additional discount for mobile sign up. No Comcast errors were found, and the package pricing is correct.
  
  I made several attempts to contact ********************** via telephone and email to discuss his Xfinity Mobile concerns. Although I was unable to reach **********************, a review was completed on the account. Our records confirm that on Jan 19, 2020. ********************** purchased two Apple iPhone 11s, two Apple iPhone 11 Pros, and ordered a free sim card for an Apple iPhone 11 Pro Max, which was activated as a bring your own device (BYOD). All five devices were active on the ************** plan.
  
  Our records are unable to confirm that ********************** was quoted another amount for five lines of **************. ********************** can mix and match the unlimited data options with the By The Gig option to decrease the Mobile bill amount at any time he chooses.
  
  The current Mobile data charges are considered correct and valid. ********************** is not currently under contract with Xfinity Mobile. All devices active on the account are paid in full. I apologize 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,
  
  
  ********
  Xfinity Mobile Specialist
  
  
  

  Customer Answer

  Date: 08/14/2024

  [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: 22085031
  
  I am rejecting this response because:
  
  I am writing to express my concern and frustration regarding the handling of my account or file. To clarify, the information currently associated with my account is inaccurate. I do not reside at the address listed, nor do I own an iPhone. Additionally, the file you are referencing is not mine.
  Over the course of our communication, I have exchanged three emails with your team. In each correspondence, I clearly requested that someone contact me by phone to resolve these issues. Despite my repeated requests, no one has attempted to reach out to me via phone, nor have my concerns been properly addressed in any of the emails I received.
  I respectfully request that this matter be corrected immediately. The inaccuracies must be rectified, and my file or account must be reviewed thoroughly to ensure that it reflects the correct information. It is imperative that any errors are corrected and that the appropriate account is addressed moving forward.
  I would greatly appreciate prompt attention to this matter and a direct phone call to discuss these concerns further. Please confirm receipt of this email and provide an update on the steps being taken to resolve this issue.
  Thank you for your immediate attention to this matter.
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/30/2024

  August 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************************
              ***************
              Ecorse, MI 48229
  
                Case Number:                    22085031
                Date of Notice:             August 14, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity Mobile service.
  
  Several attempts were made to contact ********************** via telephone and email to discuss his Xfinity Internet concerns. Records show on May 22, 2024, customer agreed to a promotion for the Gigabit Internet effective May 23, 2024, to June 18, 2025, with 12-month term agreement effective May 23, 2024, to May 23, 2025. Additional charges included a modem rental. ********************** is receiving an additional discount with enrollment in eco bill and auto pay with a credit card.
  
  You will receive a monthly multi-product discount for 12 months if you sign up for Xfinity Mobile and activate a new line with ************** within 90 days of this order. The multi-product discount will appear on your bill within 30 days of Xfinity Mobile activation. To continue receiving a discount, you must keep Xfinity Mobile and Xfinity Internet service for 12 months. If you cancel Xfinity Mobile or Xfinity Internet, you will no longer receive a discount. If you change Xfinity Internet to a tier below Fast or sign up for Xfinity Mobile with ************** and then change all Xfinity Mobile lines to By the Gig, your discount will decrease for the remainder of the discount term. Our records show on May 22, 2024, mobile customer rate code was added to the account. Due to ********************** services being activated before the Xfinity Internet package closed, the Xfinity Internet account is ineligible for the multi-product discount.
  
  On August 16, 2024, I spoke with ********************** regarding his Xfinity Mobile concern(s). On May 22, 2024,our records confirm that ********************** activated service with a ****** Pixel 7 Pro, as a Bring Your Own Device (BYOD) on the ******************** plan. This device was activated with a phone number ending in *****, which was ported in from another carrier.
  
  ********************** is receiving a credit for 12- months for porting his number from another carrier to activate mobile service on a BYOD device. ********************** expressed that he understands his mobile billing and has no issues with Xfinity Mobile currently.
  
  The current Mobile data charges are considered correct and valid. ********************** is not currently under contract with Xfinity Mobile. All devices active on the account are paid in full. 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
  
  
  
  
  

  Customer Answer

  Date: 09/04/2024

  [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: 22085031
  
  I am rejecting this response because:
  Hi ********,
  I hope this message finds you well. I wanted to express my concern and disappointment regarding the ongoing communication issues I've experienced with Xfinity.
  When we last spoke on the phone, I clearly mentioned that my issue was related to Xfinity Internet, not Xfinity Mobile. You assured me that a colleague from the appropriate department would reach out to address my concerns. Unfortunately, despite leaving two voicemails and sending two emails, I have yet to receive any response from anyone on the Xfinity Internet team.
  The lack of follow-up and communication has been frustrating, and it feels like my concerns are being ignored. I would appreciate it if we could put an end to the miscommunication and ensure that my issue is addressed promptly. All I am asking for is a direct conversation with someone from the Xfinity Internet department who can assist me in resolving this matter.
  Please let me know how we can move forward, as this situation has gone on for far too long without resolution.
  Thank you for your attention to this matter.
  
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/02/2024

  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 began noticing in 2023 that my iPhone XR device wasn't performing the way it should. I took the phone into Apple and had it cleaned and restored like a new phone. I setup facial recognition to avoid having to enter a passcode. The phone was operating like new for a few days and then it started asking me for my PIN code although the facial recognition was activated. At the same time I had friends and family who would say they've been trying to reach me but I would not get their calls all the time. I called Xfinity in October/November 2023 and ask if my calls were being forwarded the *** reviewed my account and inform that the lines (all 5 of them with Xfinity) were being forwarded. I ask the *** how this happened and to what number were the calls being forwarded. The *** indicated that she couldn't see the number that the calls were being forwarded but she was undoing the route. She could not offer an explanation as to how it happened either. Although she supposedly unforwarded my calls I continued to experience issues with 2 of the phones such as the battery running hot and not staying charged long, I would try to download apps and the download stated that it would take 30mins and sometime an hour to load although I had plenty of memory and a good signal on Wifi and/or cell tower. The phone would randomly disconnect from the wifi and when I would pick it up, it would reconnect to wifi. I would sometime get messages that I have no internet connection although there were 3 to 4 signal bars. I called back again on 7/18/2024 to make sure that the forwarded feature was not active and was then told by *** ****** that all 5 lines were being forwarded again. I asked for the number to where the calls were being forwarded and was told again by this *** that he didn't have the ability to see were the calls were being forwarded. I asked to have the issue escalated on multiple occasions, but my requests have not made it passed the first *** on all of my attempts.

  Business Response

  Date: 08/21/2024

  
  August 21, 2024
  
  
  Better Business Bureau
  ***************************************************************************************************************************************************************
  
  Re:       ***************************
  ***************
  *****, ****************************************             22084841
  Date of Notice:             August 2, 2024
  
  Dear **********
  
  This letter is in response to the above-referenced complaint submitted to your office by *******************************.
  
  Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by ****************.  Comcast has determined that there was no unauthorized access to ****************** Xfinity online account and ********************** account.
  
  To avoid unauthorized account access, ******************** encourages customers to add another layer of  security to their online accounts by enrolling in two-step verification.[1]  Additionally, we encourage you to add further protection by enrolling in Number Lock, which prevents unauthorized changes to your mobile telephone number.[2] Comcast encourages customers to be alert for unusual or suspicious emails or telephone calls and to remain vigilant by reviewing their financial account statements and credit reports for signs of fraud.   
  
  With respect to call forwarding, the call forwarding feature can only be enabled on a customers personal device.[3] Customers can enable call forwarding by dialing *72, all calls will automatically be forwarded, and by dialing *71, only unanswered calls will be forwarded. Customers can disable call forwarding by dialing *73.
  
  With respect to ****************** service concerns, Xfinity Mobile confirmed that **************** currently has four lines ending in 5491, 8149, 9345,and 6890 that reflect active on the Xfinity Mobile network with the appropriate line features. Numerous things can affect the availability and quality of a customers ********************** service, including the capacity available on the cellular network, the customer device, terrain, buildings, foliage, and weather.  Thus, cellular service availability is determined by the operator of the cellular network and is not guaranteed.  These conditions are disclosed in the Xfinity Mobile My Customer Agreement that customers agree to with the terms of service.[4]
  
  Additionally, when an Xfinity Mobile customer finds themselves in a situation where they have access to Wi-Fi, but not cellular service, they can utilize Wi-Fi calling. Wi-Fi calling allows customers to talk over Wi-Fi when cellular service is not available.[5]
  
  On August 7, 2024, a ***************** Assurance technician contacted *************** to discuss her concerns and the above information.  Between August 6 and 16, 2024, an Xfinity Mobile representative spoke with **************** regarding her Xfinity Mobile concerns and addressed any additional concerns that she may have. Both representatives provided their contact information to **************** so that she could contact them with any further questions or concerns regarding this matter.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  
  [1] More information is available at *************************************************************************************;
  [2] *******************************************************************************
  [3] ********************************************************************************
  [4] ***************************************************************************************
  [5] *****************************************************************************************************;

  Customer Answer

  Date: 08/24/2024

  [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: 22084841
  
  I am rejecting this response because: The ***resentative did not resolve the issue.  ******* in security and ****** in mobile did not contact me back with their findings as they both stated they would.  Their team did not take in any details of my issues.  I explained that someone had made changes to my account several times. On June 8, 2024 someone made payment arrangements on my account. And on May 21, 2024 someone changed my email and contact telephone number on my account.  Neither **** gave me an explanation or acknowledged that these actions took place on my account. They both deferred to the other one when I asked for an explanation.  I also stated to the *** that I had a file that showed up on my mobile phone under Settings in the ******** section of the phone.  The file was titled:  RemoteicloudquotaUI.  I explained to ****** that I had already contacted Apple regarding the file and they explained that any file under ******** services is something that the carrier has control over.  Given regards to this file name, I do not and have not ever remotely accessed my phone.  No one has given me an answer regarding this file. Since this is under ******** CARRIER services I demand an explanation from the carrier.  I have more screen shots to share and would willingly share with the **** if they ever requests the info.  Attach is a copy of the file under carrier services.  

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

  
  

• Initial Complaint

  Date:08/02/2024

  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.

  I signed up for a new contract service order with Comcast Business on July 5th, 2024, which came with a 30-Day money back guarantee. I explicitly inquired and confirmed that if things changed within 30 days that I could simply call Comcast Business and have my service order voided and cancelled prior to signing anything with Comcast and I am sure the recorded phone call on their end reflects this. The contract I also signed says explicitly if I am not satisfied within 30 days that Ia am completely within my rights to cancel with no fees or otherwise completely. This is attached and is the exact verbiage on their contract. I called today, Friday, August 2nd, 2024 to cancel my service because I recently found out that I am not going to be continuing tenancy at my place of business and my agent is being difficult and shady. All I want to do is cancel because I no longer have a physical place of business. This is predatory and absolutely illegal. I would like my contract cancelled immediately and any fees or unused subscription time reimbursed, I am owed this!

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  ********************************************************************
  
  Case Number:22084755
  Date of Notice:August 2, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Comcast Business Service.
  
  Our records indicate that on July 5, 2024, ********************** requested a 24-month agreement for Business Internet package. This promotional agreement began on July 5, 2024, and was expected to end on July 5, 2026. At the conclusion of the promotion timeframe, standard rates will apply. The promotional price did not include any additional services, equipment rentals, or applicable taxes and fees.
  
  On August 2, 2024, ********************** spoke with a ************* representative requesting to cancel his renewal. Unfortunately, the representative was unable to cancel this renewal. The representative advised that ********************** would need to contact his sales representative if he wished to cancel his renewal. 
  
  On August 5, 2024, I spoke with ********************** regarding his billing concern and advised of the above information.  As a courtesy, the decision was made to waive the Early Termination fee associated with canceling the renewal agreement. A Voluntary Disconnect Request form was received signed by ********************** on August 5, 2024. The Voluntary Disconnect Request serves as a written 30-day notice and the disconnect date will be effective September 4, 2024. ********************** will be responsible for services up to September 4, 2024. Upon disconnection of the services, a final billing statement will be sent. 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,
  
  
  Faith B.
  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 appreciate someone actually looking at this cut and dry the way it is.  Although I am a little annoyed by the verbiage of the explanation given.  Fact of the matter is I was under an existing contract that was not up yet so there should have been no problem originally with my cancelling my service without penalty, regardless of a new contract set to start at the old one's completion.  It always takes going through BBB with Comcast for things to get fixed because there are clearly predatory business practices at the company.  I don't know when they are going to get their c*** together, but I have now been with ******* and Spectrum and had wonderful experiences with both of them, never an issue, never a predatory contract, never a sales agent trying to pull the wool over my eyes.  The person I dealt with originally (*****************************) whom was the one who excitedly locked me into a new contract stating that I had 30 days to cancel before the contract took effect without repercussion and then quickly walked it back when I had to do so due to a hardship and lied about what she said stating fine print that was never shown to me.  She also then privately called me on her cellphone and tried to give me back end work arounds that would have further cost me money and protected her misinformation.  She also told me that her supervisor listened to our call recording and stated that there was no evidence that I had confirmed the 30 day policy over the phone before originally signing.  A little sketchy considering ******** (The supervisor) was CCed on all e-mails.  She couldn't have reached out herself?!  Supreme sketch.  I applaud BBB for helping in these situations where these companies think they are god and I thank my responding Comcast Supervisor who dealt with my BBB complaint for seeing the proof in the pudding, again I just wish the verbiage was worded differently because a hoodwinking was certainly attempted.
  
  Regards,
  
  ***************************