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

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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:07/30/2024

  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 had an appointment today between 8-10. The technician arrived with an attitude his whole ******** and body language were giving off, and he didn't want to be here. He stepped in the door and said, "****, I'm supposed to install some cameras and a doorbell. I don't know who put this order in but we can't install none of that stuff outside". I say why you can't? I already have cameras from Comcast outside that were installed five years ago. So then he said, "Well I don't know the technician was not supposed to do that". I tell him I've had them troubleshooter and everything numerous times and nobody said anything. I'm about to call them because I need my stuff installed it's court-ordered for my behavioral daughter to be able to return home. I say well ok do what you can while I wait inside. He says "Well I'm confused about what needs to be done because they don't have you down for a new install". I say well I got charged $150 just like I did five years ago so if you have to do a new install go ahead. He proceeds to ask me what needs to be done and I show him the monitor to the security system, the camera in my living room, and the one out front above my son's window. Then he said well I don't know what you need, I said look at the monitor it will show you. He then said that he would have to swap out my monitor and that my keypad needed batteries. I said I could get some, and he said ok and that any equipment he had to replace I would be charged and I said ok. I leave to go get batteries with an adult lying across the couch. I'm heading back and he's at the four-way stop with me. I'm turning right heading to my house and he's turning left. But I'm sitting waiting for him to go but he refuses I just wanted to see if he left without telling anyone and he did and canceled my appointment.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re: *********************************
  ************************
  **************************
  
  Case Number:              22064849
  Date of Notice:             July 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************************.
  
  On July 30, 2024, a technician successfully completed a professional installation for her Xfinity **** services.
  
  On August 9, 2024, I spoke to ****************** regarding her concern. Comcast was unable to substantiate her claim regarding an experience with one of our technicians. However, on August 9, 2024,I apologized. ****************** verified that her cameras and other Xfinity **** equipment were installed and working.
  
  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,
  
  
  **************
  Senior tech, NETS
  Executive Customer Relations

• Initial Complaint

  Date:07/30/2024

  Type:Delivery 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.

  Scheduled for a tech to look at my router. Appointment was canceled without my consent, trying to reschedule i was hung up on & transferred so many times with no resolution

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              **************************************************************
              ********, ** 31419
  
                Case Number:                    22064843
              Date of Notice:             July 30, 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, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective modem. On August 9, I corresponded with ********************************* via email and verified that services are working correctly. The same day, a credit was applied to the account as compensation for service issues experienced. This credit will reflect on billing statement dated August 28,2024.
  
  I reviewed the account and confirmed that on July 29, 2024, **************** contacted Xfinity to report issues with internet service and an appointment was created for August 2, 2024. On July 30, 2024, an account audit was performed. Upon review of the signal levels, the agent canceled appointment without contacting ****************. On July 30, 2024, **************** contacted Xfinity to report she was still having issues and an appointment was created for August 1, 2024. On August 1, 2024, *************** rescheduled the appointment for August 7, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

  Customer Answer

  Date: 08/13/2024

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

• Initial Complaint

  Date:07/30/2024

  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 husband has an xfinity account for our household. Since he died, I have been trying to speak with a live human about the account. I still live in the household and need to take ownership of the account but I cannot get a live person. I submitted a request online and the automated system simply inserted my first name in place of my husbands but did not update from his contact information so I cant log in. Its impossible to reach anyone on the phone.

  Business Response

  Date: 08/01/2024

  
  August 1, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************
  1929 ******************
  ***************
  
  Case Number:22064122
  Date of Notice:July 30, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  On July 31, 2024, I spoke with ************** and confirmed the account is now listed under her name. Assistance was provided in updating the primary e-mail address and mobile phone number. ************** confirmed she can access her Comcast account online at this time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/29/2024

  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 spent 4.5 hours this afternoon/evening, trying to obtain activation of my own NETGEAR modem through my Comcast/Xfinity account. Although I pay for 2Gig, I only get 1 if I am lucky. It was recommended that I use my own modem and a separate router. Comcast makes it virtually impossible to cancel the rental of Xfinity branded equipment and instead use your own modem. Thats a $15/month loss to Comcast. They have motive to make this process unachievable. The first chat assistant ***resented that he could get this done for me but that I would have to agree to a new plan AND that I would receive an 11th Gen ***** not specifying if this were free or otherwise. The transcript will show that the *** stated this was mandatory. After I received the text verification / agreement, I agreed. I expected at that time that I would be activated. Instead, I was told that he was still working on the iPad part. I firmly asked him to please get my modem activated. I found out in my 4th call (the 2 prior calls simply disconnected, midstream), that it is untrue that the iPad package deal was not required in order for a customer to utilize their own modem. I never received a call from a supervisor, although I was told to expect their call. It is now about 6 hours following my first attempt. Im still not connected with my own modem and havent received a call back excepting 1 time where I could not reach the phone in time. One then needs to get back in line (another ***** min). I suspect that Comcast might have a hand in this but uncertain.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
              ****************
              ********************
  
              Case Number:                    22063433
              Date of Notice:             July 30, 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 16, 2024, an Executive Customer Relations agent spoke with Mr. ********************* and confirmed a technician was onsite on August 2, 2024. On August 2, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by repairing a leakage, replacing a connector and replacing the drop. Mr. ******** advised he will be testing his services and if any problems,Mr. ******** will email us directly to further investigate. A general email was sent to Mr. ******** on August 16, 2024. Currently Mr. ******** advised the services are working.
  
  On August 16, 2024, two TV Boxes were removed from the account. On August 16, 2024, the unreturned TV Box was removed from the account causing a prorate credit. On August 16, 2024, a onetime credit was applied to the account. The credits will reflect on the September 14, 2024, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations

• Initial Complaint

  Date:07/29/2024

  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.

  Comcast has give us bad service, I called many times and never solved. So we had to disconnect our services. During those conversations when disconnecting I was told I would get $100 refund and no other charges to my mobile or internet. I was told the refund would show up in my account in 7-10business days. And they have not given the refund the money. And still giving are giving me a run around d. Im soooo tired of this. This company is scamming and saying one things and not doing it!

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************************
  
  , ** 17522
  
                Case Number:                    22063329
                Date of Notice:             July 30, 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 ******************* several times to discuss all concerns. While my attempts were unsuccessful, our records indicate that the refund was requested on July *******, and successfully processed on July 30, 2024.  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,
  
  
  **************
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:07/29/2024

  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.

  10/14/23 Visited Xfinity/Comcast store in ********. Was told monthly bill would be $115.00 for 2 years. Signed up for install/service contract 10/23/23 Tech arrived, said he couldn't install, needed permit from dig safe.DATE?? Got text about cancellation. That was their error. Called again and had to start from scratch. This time was told monthly bill would be $122.00. Closest appt for install was 12/1/23.12/1/23 Tech arrived and did install.December bill was wrong. They billed $100 for installation instead of $50.00.12/17/23 Went back to store. Was told they could not fix it, had to call Comcast. Called Comcast, they said needed to go to store. 1/22/24 My acct was charged $135.19 through auto pay, but no $10 auto pay credit was applied.6/27/24 Regular monthly charge increased by $25.52 for "broadcast tv fee". Chatted on line with ****. Explained I have a 2 year contract. After much chatting he agreed to credit my account $29.00. I asked if this just was a 1 month credit and he said yes. I asked for his manager and he had support team call me. A lady named "Love" called and agreed with me that the broadcast tv fee should be removed from my acct for the remainder of the contract. Until at least 1/31/26.7/29/24 New bill has $28.90 broadcast tv fee. Chatted with *****, but got no where, he had support team call me. Spoke with *****. She confirmed that she could see the notes from my prior conversation with Love, but said that Love was wrong in telling me that. The broadcast tv fee is a "fee" that is covered by their disclaimer that "taxes and fees" are subject to change at any time. Our conversation ended poorly at 8:10 PM.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re: ****** and ***************************
  *****************************************>*******************
  
  Case Number:22063045
  Date of Notice:July 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ****** and ***************************.
  
  The ************ Fee is an itemized charge that appears on customers bills. The ************ Fee is not a government-mandated fee and will increase from time to time. It is based on our costs of providing the local broadcast stations that we carry on our cable systems in each area. These costs include the fees that broadcast stations charge us to carry them on our cable systems, fees that are among the fastest growing components of our programming costs. The ************ Fee is not included as a part of pricing under a promotion or minimum-term agreement and can increase during a promotion or minimum-term. Because ****************** Xfinity TV Service includes local broadcast programming, he is charged the ************ Fee.
  
  Customers received advance notice before the ************ Fee was first introduced, and they receive advance notice before an increase of the fee ************ Fee takes effect. In addition, Comcast discloses the ************ Fee at several points throughout the customer experience, including in its advertising, during a customers ordering process, on a customers bill, and through customer support and education on ********************* website. When a customer adds a new service and before ******************** seeks the customers approval at the final point of sale, the customer is informed of the ************ Fee.
  
  Our records indicate on October 14, 2023, ********************* requested new service and on October 14, 2023, a deposit for new service was paid. On the date of installation on October 23, 2023, the field technician determined while the location was marked as serviceable, there was no line feeding the home. A work order for line installation/burial to the home required a survey of the location, permitting and make safe procedures be implemented prior to scheduling construction to bring the line to the home. On November 22, 2023, the deposit was refunded back to checking account ending in 3708 due to the work order cancelation. On November 30, 2023, the line was successfully installed and activated to the home. 
  
  The autopayment/paperless billing discount using checking account ending in 3708 was enabled by ******************** on October 14, 2023, on November 9, 2023, disabled and added again on November 13, 2023. Due to the installation failure and cancelation of the service request, the autopayment/paperless billing was disabled on December 21, 2023, by our Finance team due to eligibility requirements.
  
  Due to the service installation delay, all prior service work orders were canceled. On November 13, 2023, ******************** accepted a 24-month promotion for ********* and Fast Internet effective December 1, 2023, through November 30, 2025, and then a 12-month promotion effective December 1, 2025, through November 30, 2026. After the promotion, retail rates were to apply. The McNeils also accepted Xfinity Voice at retail rates. The rates do not include equipment, taxes, or fees. The package also included an additional three-product monthly discount. Installation fees were assessed to the account on December 1, 2023, and on December 18, 2023, credited. The credit is reflected on the December 24, 2023, billing statement. 
  
  On January 2, 2024, **************** accepted a new 24-month promotion for ********* and Fast Internet effective January 2, 2024, through January 31, 2026, and a 12-month promotional rate effective February 1, 2026, through January 31, 2027. After the promotional rate expires, retail rates will apply. The Xfinity ************* and three-product discount were unchanged. The rates do not include equipment, taxes, or fees.
  
  Due to a billing error, following the January 2, 2024, package change, the ************ Fee was removed from the account. This error was corrected, and the May 24, 2024, billing statement provided notification of the billing error. The ************ fee was reapplied to the account and is reflected as of the June 24, 2024, billing statement. Due to ****************************** package continuing to include local broadcast channels, this fee is accurate.
  
  On June 27, 2024, a courtesy credit for one month of ************ Fee billing was applied to the account, which is reflected on the July 24, 2024, billing statement. The request for additional compensation due to the inclusion of the ************ fee is not justified and respectfully denied.
  
  On July 30, 2024, and July 31, 2024, I communicated with **************** via email and provided her with the aforementioned information. **************** was advised that due to the ************ Fee being billed incorrectly, they are not responsible for a Comcast error and no back charges would be assessed. 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 of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Response Team
  

  Customer Answer

  Date: 08/20/2024

  [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: 22063045
  
  I am rejecting this response because:

  The broadcast tv fee was never mentioned at the "store" when I chose my package, nor during the first several months of the confusion over the multiple setups and cancelations, nor during the first few bills.  None of the cancellations were my fault.

  All the issues with the autopay/paperless billing was due to ineffective on-line chats and phone calls with representatives.  They kept trying to make the autopay work, but during the process they insisted we had to start all over with new account terms.  I still have the 1/2/24 email that Comcast sent to confirm the new 24 month promotion they said they had to set up to fix the autopay.  It details charges, fees and taxes, but the TV broadcast fee is still not there.

  My decision to cancel my prior internet/tv/phone supplier was based on the rates I was quoted in the store in October 2023.  

  It is my strong opinion that Comcast should not be able to say "sorry" and leave it at that.  We had an agreement and they did not stick with it.  

  
  Regards,
  
  ****** And ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/29/2024

  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.

  After being transferred from agent to agent and on hold for hours over weeks ive been told by 1 agent that when my internet bill is canceled my phone bill will NOT increase. Another agent told me it would be a $25 increase. Another agent told me it would be a $50 increase. Even after being escalated to a supervisor and explaining how i was blatantly lied to multiple times by their agents they will not honor their word to someone whos been a loyal customer for over a year. Absolutely disgusting way to do business. This company is a hot mess and their agents are absolutely clueless.

  Business Response

  Date: 08/09/2024

  
  August 9,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
  
              WA 98383
  
              Case Number:              22063024
              Date of Notice:             July 30, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  To avoid standalone mobile fees for unlimited talk and text on your Xfinity Mobile bill and have the freedom to add lines to accounts, customers must maintain either *********************************************, ********************** Voice, or Xfinity TV service. If our customers move to a new address that doesn't qualify for Xfinity Internet, Xfinity Voice,or Xfinity TV, or if they cancel these services for any reason, they will see a monthly $25.00 fee per line on future Xfinity Mobile bills. Should ************** upgrade to the latest data plan the fee would be $25.00 per account instead of per line.
  
  On August 6, 2024, I spoke with ************** regarding her Xfinity Mobile concerns.Our records confirm that ************** still has active Xfinity Internet service,therefore the line access fee does not apply. ************** did not wish to disconnect her Xfinity Internet service, at that time. 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  

  Customer Answer

  Date: 08/09/2024

  [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: 22063024
  
  I am rejecting this response because:
  My issue with your company is that your employees are untrained and misinformed and youre making it your customers problem to deal with. Your employees blatantly lied telling me that my bill will not change. ITS IN WRITING. Yet you wont honor their word? Bad business practices 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  In April 28th I received a promotional offer with Comcast Xfinity for Internet service. In order to get the promo, I had to return a streaming device and router To **********************. Xfinity shipped us equipment to work with the updated service.After activation, I returned the equipment on May 3rd to the closest branch as directed and received a receipt for the return.In a billing statement dated May 28th I received a bill for $205for the returned equipment. On June 8th, I had a second email exchange; after a back and forth I re-presented the receipt documenting the return. Once again I was told our account would be updated and corrected.We also received a number of phone calls with equipment recovery representatives demanding $205.00 for the equipment. Note that each time I attempted to clarify and resolve the issue it was time consuming and frustrating.on July 29, our internet service was disconnected for the past due balance- for the already returned equipment.After a frustrating morning I eventually was able to reach a billing specialist. chat id -****************** My name is ******* am from Billing department.After a lengthy chat with *****, a credit was applied . Due to the poor experience he offered an upgrade and 2-year promotional rate. To compensate for the frustration and account disruption he offered:The deal we have added will also give you a brand new iPad of 10th generation with unlimited data for iPad and it will be completely yours to keep. With iPad included it will become $10 less as $55 monthly for internet and iPad included.(I was able to screenshot much of this exchange; in addition I shared these details to family members that can attest to this offer, which has been refuted.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***************************
              ********, ** 97220
  
              Case Number:                            22062978
  Date of Notice:                          July 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  On April 28, 2024, a voluntary disconnect order was received for ************* residential services. The request was processed the same day. The services that were disconnected were Connect More Internet and Xfinity Flex, with a rented gateway. ************* services were not terminated for non-payment. That same day, a reconnect order was placed on the account for Connect More Internet with a Xumo streaming box and rented gateway. That order was cancelled on May *******. A billing statement was generated on May 28, 2024. Appearing on this statement are unreturned equipment fees for two devices. On July 29, 2024, both pieces of equipment were removed from the account, and the associated unreturned equipment fees were removed from the bill.
  
  On July 29, 2024, two different contracts were signed for service reactivation. The initial agreement was for a 24-month agreement for Fast Internet at a promotional rate and an xFi Complete modem rental fee. This order was cancelled later that day. A new order was then submitted for a 12-month agreement for Connect More Internet at a promotional rate, and a free modem rental. Neither of these agreements included a free 10th generation iPad with unlimited data.
  
  On August 1, 2024, I spoke with ******************** and explained the above information. I assisted him by processing a change of service. ******************** is now subscribed to a 24-month agreement for Fast Internet at a promotional rate, and a discounted xFi Complete modem rental. There is no set term associated with this agreement. The package discount was effective on August 1, 2024, and will expire on August *******, at which time, retail rates will be applied. Equipment, taxes, and fees are not included in the package price. An additional monthly discount was provided for a 12-month period. This discount was applied on August 1, 2024,and will expire on August 1, 2025. ******************** can also receive a monthly discount for voluntary enrollment in Comcasts automatic payment and paperless billing options.
  
  On August 1, 2024, I applied a courtesy credit to ************* account. This credit will appear on the August 1, 2024, billing statement.
  
  On August 9, 2024, our Xfinity Mobile team spoke with ******************** and confirmed he does not have Xfinity Mobile services. ******************** was informed that Xfinity Mobile has not recently offered an iPad promotion in recent months.
  Should you have any questions or need additional information, please contact me at **************
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/22/2024

  Thanks to the BBB, a representative reached out from Comcast and the issues have been resolved with an account credit provided.

• Initial Complaint

  Date:07/29/2024

  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.

  My issues are that Xfinity put me into an agreement with false terms. Allowed for their ***resentatives to knowingly lie to their consumers to make sales. They stole money from me by allowing a credit card that was used as a one time payment to be saved in their system by a shady ***resentative Charged and authorized payments to said card without my consent or knowledge. Continuously push me from *** to *** when they don't want to deal with my issues. Keep me stranded on indefinite hold patterns keep me tied up for hours at a time with no resolution. Give contradictory statements. Are very combative. When I finally had a *** that took the time to read through previous conversations and try to help me get resolution they looped someone else I. That was just disrespectful to her and very combative. They continue to promise to have supervisors get involved and call back but I've been waiting over 6 months on some issues and have never heard boo back. It's the same situation time and time again. They take your money. But never give you what you pay for in return. At least not in full they don't. I have attached my latest round of issues in the attachments as they are too long to describe with only ***** characters. It includes fraud, theft, broken guarantees, bait and switch tactics, sales under false pretense, no follow through, and the continuation of never rectifying complaints and issues. PLEASE SEE ATTACHMENTS FOR FULL (current) ISSUE.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  Better Business Bureau
  *************************************************
  **********************
  
  Re: **** *******
  ************************************************************************************
  
  Case Number: 22062225
  Date of Notice:  July 30, 2024
  
  Dear *** or Madam:
  This letter responds to the above-referenced complaint submitted to your office by *** **** *******. 
  On June 4, 2024, *** ******* accepted Xfinity Connect More Internet  and Xfinity ******************* services at a non-contractual promotional monthly rate.  Comcast has confirmed that a service order was sent to *** ******* on June 4, 2024, listing the services he selected, his estimated monthly billing including taxes and fees, and information about Comcasts data usage policy. This promotional rate included a monthly discount for *** ******** voluntary enrollment in Comcasts AutoPay  and paperless billing options. 
  On August 2, 2024, a Comcast Executive Customer Relations representative spoke with *** ******* to address his residential account concerns and provided him with a detailed explanation of his Internet service and billing. *** ******* expressed that his Xfinity Internet service did not need to be fixed and inquired about service options, which were provided to him. During the call, *** ******* accepted a 12-month term agreement  for Xfinity Gigabit Extra Internet-only service at a promotional monthly rate  that includes a monthly discount for his continued automatic payment and paperless billing enrollment. The monthly rate does not include charges for any additional services, additional equipment, applicable taxes, or fees. *** ******* added unlimited data for an additional monthly fee. A service order confirmation was sent to *** ******* that listed the services he removed from his account, the new services he selected, information about his 12-month term agreement, and his estimated monthly billing.
  
  Regarding Xfinity Mobile, on June 4, 2024, *** ******* purchased two ******** *********** devices. At that time, Xfinity Mobile did not offer a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months. 
  
  Regarding Xfinity Mobile billing, as outlined in the Xfinity Mobile Customer Agreement, service is provided on a month-to-month basis and customers are billed monthly, in advance, for their recurring charges. Also, Xfinity Mobile customers agree to enroll in the automatic payment program and authorize Xfinity Mobile to withdraw their monthly billing from their self-designated bank card. Monthly billing invoices are available online for active accounts and a billing message is sent to the customer by email. Customers can also opt-in to receive push notifications regarding their billing invoices. 
  Upon receipt of the complaint, an Xfinity Mobile representative contacted *** ******* and explained the above information. On August 1, 2024, the devices were deactivated on the Xfinity Mobile account, and a return label was sent to *** ******* to send the devices back via ****** 
  
  *** ******* will need to send the device back via ****** Once the device has been graded in like-new condition, the remaining cost of the device will be removed from the account, and *************************** device charges will be refunded. If the devices are not received back, the charges will remain valid, and no credits or refunds will be issued. 
  
  On August 1, 2024, a refund for the June 8July 7, 2024, billing cycle was issued, along with a credit to offset the refund. On August 2, 2024, a refund for the taxes paid at the time of purchase was issued, with a credit to offset the refund. The device balance for both devices were accelerated, and a bulk credit was applied to remove the balances. A separate credit was applied to remove the service-related charges for the July 8August 28, 2024, billing cycle. 
  
  Should you have any questions or require additional information regarding this matter, please contact me at the telephone number provided below. 
  
  Sincerely, 
  
  
  ****** *.
  Xfinity Mobile Executive Resolutions
  ********************************

   

   

    (1) Xfinity Connect More Internet service is subject to Comcasts data usage policy and it does not include an unlimited 
     data plan. *********************************************************************. *** ******* did not add an unlimited data plan 
     to his account on June 4, 2024.
   (2) This promotional monthly rate did not include additional equipment charges, service charges, or applicable taxes and 
     fees. 
    (3) Customers, such as *** *******, who enroll in AutoPay, Comcasts automatic payment option, authorize Comcast to 
     draw their monthly payments from their self-designated bank card.
    (4) Customers under a term agreement may be subject to an early termination fee if all Xfinity services are disconnected 
     before the expiration of the term.
    (5) This promotional monthly rate will expire on August 12, 2025. Retail rates apply when promotions expire. 
  
  
  

  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: 22062225
  
  I am rejecting this response because:
  
  While I do agree with a lot of what was stated in the message above, I feel like there is quite a bit of things stated that leave a lot to interpretation.

  First, ****** did help quite a bit and I believe the Xfinity Mobile issues should all be complete now. I do show the refunds have been given and I did return the devices as they requested  what was never discussed was why my card was ever saved for autopay without my permissions and how do I prevent that from happening in the future.

   

  I also did speak with ****** regarding the residential services. Unfortunately there was not much of a deal or help he could provide and an explanation on why the original representative told me that their data usages aren't accurate. Regardless, I ended up needing to drop the home security and additional services. I ended up needing to signup for unlimited high speed data through him. 
  

  HERE IS MY MAIN REASON FOR REJECTING THIS RESPONSE. DURING MY CONVERSATION WITH ******, HE TOLD ME MY TOTAL **** ***** FOR UNLIMITED GIG SPEED INTERNET WOULD BE $125/m. HE SAID WITH MU AUTOPAY DISCOUNT IT WOULD DROP THE TOTAL DOWN TO $115/m AND THAT IMCLUDED TAXES AND FEES. NOW LOOKING AT MY CURRENT BILL IT IS SHOWING $129 WHICH IS NOT WHAT I WAS TOLD OR AGREED TO. I HAVE ATTEMPTED TO CONTACT HIM SEVERAL TIMES SINCE THE THEN AND CANNOT GET A RESPONSE. 
  

  I need the bill to be fixed to the agreed upon $115 he stated in order for me to accept this resolution. It should be mentioned that the autopay discount not being applied to my account for the last 12 months is not hat has led me to need to contact Xfinity every month to get this fixed. I do not want to have to contact them every month to have this discount applied again and would like to reserve the right to either keep this complaint open to verify the autopay discount continues to be applied every month after they fix this month, or to be able to (re)open a new complaint when this issue inevitably continues to happen.

   

  please confirm the bill has been fixed and how it will continue to be reflected on future bills and I will gladly accept this resolution. If not, this proves exactly what my issue has been all along and I will need to cancel all services. 

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

  
  

  Customer Answer

  Date: 08/23/2024

  I would like to send an update that as of  8/23 I still have not seen the billing updated to reflect the agreed upon $115 per month bill. I have reached out to the person (******) in the executive office that told me to contact him should any other issues develop and have not received a call back nor has he answered his phone. I have no choice but to remove autopay from my account until this has been rectified and Xfinity can provide me a guarantee that it will be fixed moving forward so that I do not need to contact them every month to have the discount applied, as I have had to do for the last 12 months. 

  Customer Answer

  Date: 09/12/2024

  No, as of today Comcast continues to be radio silent. Very unfortunate considering we were on a path to making things right. Since opening this complaint I was told my bill would be (just for internet) $115 per month. This includes all fees and taxes. This also lowers the bill from $125 to $115 since I am signed up for auto pay. ******, from the executive office gave me his number to contact him should this be an issue but he refuses to answer his calls or return mine. The fact that this has been going on for multiple billing cycles with no acknowledged from Comcast goes to show that Comcast is still pulling a bait and switch with their pricing. I have tried multiple times to get ahold of them and get this fixed with no communication returned. For two months, since the initial complaint I have been over billed. I would like to cancel my Comcast services and be refunded for e wetting to date, but now they will charge me an early termination fee. Even though they are guilty of increased billing. I just want what was promised to me or for Comcast to be held accountable. This has gone on way too long now. 

  Business Response

  Date: 10/01/2024

  
  October 1, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:**** *******
  *************************
  ****************
  
  Case Number:22062225 - Rebuttal
  Date of Notice:September 23, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by **** *******.
  
  On September 23, 2024, I spoke with Mr. ******* and confirmed he is currently subscribed to a 12-month agreement for the Gigabit Extra Internet package. Additional services and modem are not included in the package price. This package was effective August 2, 2024, and will expire on August 12, 2025, at which time retail rates will apply. This package also includes a 12-month term agreement, effective August 2, 2024, through August 2, 2025. Should Mr. ******* disconnect his services prior to the expiration date, an early termination fee will be applied. During my conversation with Mr. ******** he indicated he did not want to cancel the service at that time. This package was consented to via text message on August 2, 2024. Mr. ******* is also receiving the ************** option for an additional monthly cost. Therefore, there is no additional cost to exceed the 1.2 terabyte data usage threshold.
  
  The account also receives a monthly self-service discount with enrollment in both automatic payments and paperless billing. This further reduces the promotional rate. Should either self-service option be removed, the discount will no longer apply. Mr. ******* is paying through his bank account, which was approved by him on August 2, 2024. I advised Mr. ******* he may manage the payment methods at ************************** to remove unwanted payment methods that were previously saved. There is no record that any payment method was saved without his permission. Please be advised the billing on this account is accurate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** *.
  Elite Customer Experience
  

• Initial Complaint

  Date:07/29/2024

  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.

  Hello,My name is *********************** and my Xfinity mobile account is **********. I transferred my phone numbers to Xfinity Mobile on July 10 and I paid $40.30 upfront. I used the Xfinity service for 1 night and I was not getting any service inside the home the phones that I got from Xfinity were coming hot which was risky so I transferred back my numbers to another carrier the next day and returned the phones. However, I got charged for $***** on July 17 and $***** on July 18. I called customer service and they told me that those charges are for the restocking fees. I told them that the phones were coming hot on my and my wife's hand so they were not working properly. They said that they cannot help me with that. Now I see another charge which is due on August 3 for $59.74 which is unacceptable. if I do not get service inside the home and if the phones are defectives that is not my fault. so far I paid $40.30 + $***** +***** = $70 and I need my refund back. Also, there should not be $59.74 charges, Xfintiy can charge me for 1 day service that I used.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  ***********************
  ******************
  
  Case Number:22062096
  Date of Notice:July 30, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 10, 2024, the mobile account was disconnected per ******************** request due to the connectivity issues experienced at the service address. A prorated billing statement was issued on July 14, 2024, and includes the prorated charges for the unlimited plan, line set-up fee per line, and taxes
  
  Regarding the restocking fee and upfront taxes for the ******** G stylus devices, on July 10, 2024, **************** processed two return orders for the ******** G stylus devices, which were graded B-stock on July 16, 2024, and July 17, 2024. The upfront taxes weren't refunded due to the restocking fee per device. The remaining restocking fee balance was charged on July 16, 2024, and July 17, 2024.
  
  On July 30, 2024, three refunds were processed for the taxes and restocking fees, please allow 3 to 5 business days for the amount to post with the bank. 
  
  On July 30, 2024, I spoke with **************** and reviewed the above information. On July 31, 2024, a one-time courtesy credit was applied to the billing statement issued on July 14, 2024, to offset the charges and bringing the account to a zero balance. 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 Resolutions

  Customer Answer

  Date: 08/01/2024

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