Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

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  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

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:07/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 5th I contacted customer service to end service with **********************. The first representative I talk to disconnected me and sent me to a different employee. The following customer service rep told me my bill was going to be $56 instead of 120. They just charged me 120 out of my account. I did not agree to that and on top of it I had to make a $25 payment, when setting up service. I was told false information and they stole money for me.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:       ***********************
              **************************
  ****, ** 98597
  
  Case Number:                     22059800
  Date of Notice:             July *******
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *********************** Xfinity service.
  
  On October 7, 2022, ************ ordered Xfinity service and accepted a 24-month promotional offer for Gigabit Extra Internet, effective from October 8, 2022, through October 7, 2024, after which standard retail rates will apply. This offer also included one Xfinity ***************** box, at no monthly cost. The promotional rate did not cover additional services such as xFi Complete, equipment charges, or applicable taxes and fees, which are subject to change.
  
  This promotional rate for Gigabit Extra Internet included a monthly discount for enrolling in Paperless Billing and Automatic Payments, using Ms. ***** debit/credit card. If ************ switches her automatic payment method to her bank account, this discount increases. Please note that if ************ discontinue enrollment in both Paperless Billing and Automatic Payments, she will no longer receive this discount.
  
  ************ consented to this service order via email, where she was provided with a link to review and approve her order. Subsequently, an order confirmation email was sent,outlining her service order and including an itemized list of services in the new package, along with the pricing details.
  
  On June 3, 2024, a billing statement generated with new charges for the service period from June 8, 2024,through July 7, 2024, was due on June 28, 2024, via Autopay. However, the attempt to process the payment was declined by Ms. ***** financial institution. On June 30, 2024, Comcast notified ************ via email that her payment was declined, and that we would attempt to process the payment again up to three times. On July 1, 2024, another attempt to process the payment via Autopay was made, but the same result was received.
  
  On July 3, 2024, a billing statement generated with a past due balance from the June 3, 2024, billing statement. This statement also included new charges for the service period from July 8, 2024, through August 7, 2024, which included a late fee for the past due balance. These charges were due on July 28, 2024, via Autopay.
  
  On July 5, 2024, ************ accepted another 24-month promotional offer for Gigabit Extra Internet,effective from July 5, 2024, through July 7, 2026. This offer also included a 24-month promotional rate for Xfinity modem rental at no cost, effective from July 5, 2024, through July 7, 2026. At the end of this promotional period,standard retail rates will apply. The promotional rate did not cover additional services, equipment charges, or applicable taxes and fees, which are subject to change.
  
  This promotional rate included a monthly discount for enrolling in Paperless Billing and Automatic Payments using Ms. ***** debit/credit card, with the option to increase the discount to by switching to her bank account. Discontinuing either Paperless Billing or Automatic Payments will result in the loss of this discount.
  
  ************ consented to this service order via text message, where she was provided with a link to review and approve her order. A confirmation email was also sent the same day, further outlining her service order and providing an itemized list of services, pricing details, and her estimated monthly bill.
  
  We currently do not have a promotional rate that would lower Ms. ***** monthly bill for the next 24 months without downgrading her internet speed. However, ************ was offered the same promotional rate and duration for Gigabit Extra Internet that she initially received in October 2022, along with a better deal that includes a promotion for a free Xfinity modem rental for 24 months. This promotion makes her monthly bill lower than it was previously.
  
  Ms. ***** billing dates and service period are from the 8th of the month through the 7th of the following month. Since her change of service occurred on July 5, 2024, within her billing cycle dates, she received partial credits for the removal of xFi Complete from July 5, 2024, to August 7, 2024, and credit for sales tax. These credits reflected on her billing statement dated August 3, 2024, and applied towards her Gigabit Extra Internet monthly charge for the service period from August ******, through September 7, 2024, bringing her a new due amount.
  
  On July 5, 2024, a one-time credit card payment was made to Ms. ***** account via ********************** MyAccount online. On July 28, 2024, the due amount was processed via Autopay and applied to her account on July 29, 2024. Both payments reflected on Ms. ***** billing statement dated August 3, 2024. The billing on this account is accurate, and as such, Ms. ***** refund request for overpayment has been respectfully declined.
  
  Regarding Ms. ***** Xfinity Mobile concern, customers on all ********************** price plans are charged a one-time line setup fee for each new phone line they activate (there is no activation charge for smartwatches). Once a line has been activated, there is no setup fee to upgrade (change) the device on the line. However, if a customer cancels a line and then adds a line back on their account, they will be charged another line setup fee.
  
  On August 1, 2024, I communicated with ************ via email regarding her billing concerns and advised her the above information. I apologized for any inconvenience that *** 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,
  
  
  ***** ********
  Case Manager | Executive Customer Relations
  
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  They redirected my call to a fake llc hub to make a payment that was then directed towards not an account which wasnt to or from mine and said they canceled my service I returned parts and got info on all people I talked to and the dates I paid and receipts I turned in equipment. They are still charging me for that month and refuse to take responsibility for their fake app

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  Attn: Complaint Department
  Better Business Bureau
  ***********************************************************************************************************;
  **********************
  Re: *********************************
  *****************************
  ***********************;
  
  Case Number:22059708
  Date of Notice:July 29, 2024
  
  To the Commission:
  This letter responds to the above-referenced complaint submitted to your office by *********************************.  
  Regarding the scam concern, *************************** investigated *************************** concerns and determined that the interactions were part of a scam perpetuated by an unknown third party. The contact information referenced in ************************************* complaint is not used by Comcast.
  To verify the legitimacy of any text messages that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page  and advises customers about common fraud techniques and ways to avoid them .
  In reference to *************************** concerns regarding fraudulent payments, in the instances when an unauthorized charge is cleared by any financial institution, regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution.
  A Comcast *************************** technician attempted to contact ********************************* to explain the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with direct contact information should ********************************* have further questions regarding this matter.
  
  Regarding the disconnection request concern, Comcast records indicate that on July 22, 2024, ********************************* requested to downgrade the account services to ********************** only and returned the Video equipment. The Video equipment was removed from the account at that time. However, the downgrade request was not processed, and the Video and ************* services remained on the account. On July 29, 2024, a Comcast billing representative entered an order to remove the Video and ************* services and completed the order the same day. On August 6, 2024, a Comcast Executive Customer Relations representative issued a credit for the Video and ************* services from the date the equipment was removed from the account, July 22, 2024, to the date the downgrade order was entered and completed, July 29, 2024. The credit will appear on the August 13, 2024 billing statement. 
  
  On August 6, 2024, a Comcast Executive Customer Relations representative spoke with ********************************* to explain the above information. ********************************* declined to discuss the concern and ended the call.
  
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  Sincerely,
  
  Comcast ***************************
  **************
  

  Business Response

  Date: 08/15/2024

  
  August 15, 2024
  
  Attn: Complaint Department
  Better Business Bureau
  *************************************************************************************************
  **********************
  Re:       *********************************
              *****************************
              ********, ********
  
  Case Number:                      22059708
  Date of Notice:             July 29, 2024   
  
  To the Commission:
  This letter responds to the above-referenced complaint submitted to your office by *********************************. 
  Regarding the scam concern, *************************** investigated *************************** concerns and determined that the interactions were part of a scam perpetuated by an unknown third party. The contact information referenced in ************************************* complaint is not used by Comcast.
  To verify the legitimacy of any text messages that claim to be from Comcast, customers can call **************************.******************** also posts information about potential scams on its security alerts page[1] and advises customers about common fraud techniques and ways to avoid them[2].
  In reference to *************************** concerns regarding fraudulent payments, in the instances when an unauthorized charge is cleared by any financial institution, regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution.
  A Comcast *************************** technician attempted to contact ********************************* to explain the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with direct contact information should ********************************* have further questions regarding this matter.
  
  Regarding the disconnection request concern, Comcast records indicate that on July 22, 2024,********************************* requested to downgrade the account services to ********************** only and returned the Video equipment. The Video equipment was removed from the account at that time. However, the downgrade request was not processed, and the Video and ************* services remained on the account. On July 29, 2024, a Comcast billing representative entered an order to remove the Video and ************* services and completed the order the same day. On August 6, 2024, a Comcast Executive Customer Relations representative issued a credit for the Video and ************* services from the date the equipment was removed from the account, July 22, 2024, to the date the downgrade order was entered and completed, July 29, 2024. The credit will appear on the August 13, 2024 billing statement.
  
  On August ******, a Comcast Executive Customer Relations representative spoke with ********************************* to explain the above information. ********************************* declined to discuss the concern and ended the call.
  
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  Sincerely,
  
  Comcast ***************************
  **************
  
  
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

• 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 recently traveled to **** (July 2024) and had inquired about international changes prior to my travel. I was told that I did not need to do anything If I did not plan to use my phone while over there. Unbeknownst to us that we were being charged roaming fees. When we turned the phone on to hook to the in house Wi-Fi, we saw were we had incurred almost $400.00 in roaming fees. Needless to say, these were not from calls we made to other people or back to the states. I tried calling Xfinify while in **** and reach a ****** (twice) who did not speak any English. I did reach an English speaking ****** who informed me that there was nothing that could be done on their end, but once I return to the states, to call Xfinity and they can remove the charges. I was also told that my record would be updated to include the conversation. I returned to the states, called Xfinity to resolve the issue and the nightmare began. The 1st ****** said she could not reimburse the entire amount, but could credit me $******. She advised that I call the Customer Support (CS) # at ************ and they have the authority to remove all of the charges. Prior to calling customer support, I visited local ********************** store and explained what happened, they could not reverse the charges, but referred me CS and said they will remove the amount. When I called CS and they were rude, disrespectful, offered poor customer services, and made me feel like I was lying. They claimed there was nothing recorded in my records of any past conversations I had with Xfinity and rudely said that I was trying to cheat the company of our money. Taking into consideration, I pay more for mobile and cable than I do any other bill in house outside of my mortgage. How can I be a valued customer and be treated like trash. They even refused to honor the ****** that had been previously offered.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:*************************
  ******************************************************************************************
  
  Case Number:22059657
  Date of Notice:July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  On August 5, 2025, I spoke with ************** regarding her Xfinity Mobile concern(s). A review of the account indicates, that on July 16, 2024, ************** entered **** with her mobile device. While **** isn't covered by our Global Travel Pass, Xfinity Mobile customers can still pay-as-you-go for all calls, texts, and data. Additionally, our website provides transparency regarding applicable international rates and fees. From July 16 to July 21, 2024, a total of ***** MB of international data was used, resulting in international data charges. The international data charges were reflected on the August 3, 2024, billing statement. 
  
  As a one-time courtesy, a credit was offered to ************** on August 5, 2024, which she accepted. As a result, the Xfinity Mobile account was credited for international data usage on August 5, 2024. This credit was applied to the billing invoice dated August 3, 2024. 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,
  
  
  ********
  Xfinity Mobile Specialist

• 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.

  I discontinued my service February 25, 2024. I turned in all of my equipment at a store in ***************, **. I was told by the store all equipment was present and I did not owe anything else. I was also told 2 times by customer service my account was at zero and I did not owe anything. Now I have received a bill for $96.48 that has been turned over to a collection agency and I am told I am being billed nearly $100 for 15 days of service between February 10th and the 25th, 2024. I paid my last total bill and asked several times if anything else was owed and I was told no. I am also a part of a class action lawsuit against xfinity for unlawful billing practices. I feel they are billing me for services not rendered and I was also given misinformation on three occasions where I was told my account was at zero.

  Business Response

  Date: 08/16/2024

  
  August 16, 2024 
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************
  
  Re:*****************************
  ************************************************************************
  
  Case Number:22059581
  Date of Notice:July 29, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  The billing statement dated February 10, 2024 generated and reflected a balance owed for services from February 14, 2024 through March 13, 2024. On February 22, 2024, ********************** requested a voluntary disconnection of her account, which was completed with an effective date of February 25, 2024, leaving a balance owed for services provided between February 14 and 25, 2024. On February 25, 2024, all Comcast-leased equipment was returned and removed from the account.
  
  On April 26, 2024, the unpaid balance was referred to a collection agency. I verified the balance on the account is correct for the subscribed services.
  
  On July 30, 2024, I spoke with ********************** and explained this information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/16/2024

  [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:

  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 have contacted Xfinity mobile customer service numerous time to resolve this issue .. But no one was able to resolve unlocking of my phones .. if my devices can not be unlocked i want full refund Xfinity mobile is not unlocking my phone devices I have met all the requirements which i was told about I made full payments for the devices but been ********************** customer but devices are still locked to be used on xfinity network only I want my phone devices to be unlocked

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************************
  ********************************************************************************
  
  Case Number:22059450
  Date of Notice:July 9, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************** ****** regarding Xfinity Mobile service.
  
  On July 30, 2024, I spoke with *********************************** regarding their Xfinity Mobile concern. 
  
  Our records confirm that **************** met the device unlock requirements and a request was processed on July 29, 2024. On July 30, 2024, **************** confirmed his devices (IMEI ending in 1659 and 7128) were successfully unlocked. Our records confirm both of Mr. ******* devices are unlocked at this time and there are no active Xfinity Mobile services.
  
  Our records confirm **************** made two one-time payments for the device payment plan accelerations processed on June 13, 2024, and monthly recurring charges which brought the account balance to zero. We confirmed the balance written off on July 8, 2024, was reversed on July 29, 2024. There is no future Xfinity Mobile billing associated with the account at this time. 
  
  I apologize for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that 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,
  
  
  **************
  XM Executive Resolutions 
  ************** Extension 3052566
  
  

  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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched from xfinity and paid them what I owed them and took my services to Frontier, xfinity is still billing me and I have called them twice about this. They say I owe them $109.46 but I don't I called and stopped there services on May ******. I want them to stop billing me I OWE THEM $0.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  ***********************************************************************
  
  Case Number:22059396
  Date of Notice:July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Comcast Business Service.
  
  On July 30, 2024, I spoke with ************ regarding a billing concern. Our records indicate on May 5, 2024, a request to disconnect the account was received to be effective May 7, 2024. However, this order was cancelled on May 6, 2024. On May 28, 2024, a disconnection order was processed. On May 29, 2024, the account was fully disconnected and backdated with en effective stop billing date of May 3, 2024. The account was not billed beyond that date. This reflected on the June 1, 2024 biling statement which reflected a credit balance. 
  
  On June 29, 2024, the account was charged a $120.00 unreturned equipment charge for a Xfinity Flex Video streaming TV box. This reflected on the July 1, 2024 billing statement. On July 29, 2024, the equipment and unreturned equipment charge were removed from the account. This reflected on the August 1, 2024 billing statement which reflected a credit balance. 
  
  On August 2, 2024, a refund for the credit balance was processed. ************ will receive an email from ********************************************** with instructions on how to redeem the refund within 15 days. ************ will have 15 days to respond to the email with her preferred refund method. Should no response be received, a prepaid card will be sent to ************ via **** Mail for the credit balance. ************ can visit xfinityrefunds.com for more information. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.  
  
  Regards,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date: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.

  Company Charged us 5 times for 2 months service! Tried to speak to many people most service numbers go to the *********** or Jamaca, even went to the store manager said its their policy even though service is turned off they" continue to bill for the following month in case you come back "I even showed bank statements no one will help, was made to seen I was bothering them. We are on social Secuity they took 450 dollars from us that we need.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
  Re:       ***********************
              ********************
              ********, ** 18938
  
              Case Number:                     22059328
              Date of Notice:             July 29, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***********************, regarding Comcast Business Service.
  
  On August 08, 2024, I spoke with **************.I confirmed Mr. ****** ******* was disconnected effectively on June 24, 2024;with billing stopped on the same day, as he requested.
  
  Regarding the disconnection of *******,  I informed **************; a request to cancel ******* was received on June 21, 2024. However, there was no request to cancel ******* at the end of May 2024. The balance due is correct, and due by August 10, 2024.
  
  On May 17, 2024; ************** contacted Comcast, regarding unauthorized debits from his account.No request to cancel ******* was made at that time. On May 28, 2024, ************** contacted Comcast regarding being double billed. Still at that time; no request to cancel ******* was made. On the same day; ************** requested to speak with a business agent for his business account, no request for a cancellation ******* of was made.
  
  On August 08, 2024,  I explained to ************* his payment history and balances due, below:
  
  The billing statement from March 23, 2024, through April 22, 2024, reflected a previous balance was owed. A payment was made on March 12, 2024; leaving a past due balance. New and previous charges were due on April 10, 2024.
  
  The billing statement from April 23, 2024, through May 22, 2024, reflected that a previous balance was due. A payment was made on April 11, 2024, leaving a past due balance. New and previous charges were due on May 11, 2024.
  
  The billing statement from May 23, 2024, through June 22, 2024, reflected a previous balance was owed. A payment was made on May 11, 2024, leaving a past due balance. New and previous charges were due on June 10, 2024.
  
  The June 24, 2024 billing statement was generated and had a previous balance. A payment was made on June 21, 2024. This statement had a previous balance that was forwarded.  On June 24, 2024, a prorated credit was processed to the account and a partial charge credit, leaving a balance due. There is no overpayment, due to the customer.
  
  I explained to ************** that our *************************** team does not handle bank fraud and that he has to dispute that with their financial institution. A final billing statement was sent on July 24, 2024. I apologized for any inconvenience that *** have been caused, while attempting to resolve this matter. I trust that this letter will provide your office with the information required to resolve this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/09/2024

  The bank statements were sent to this individual totaling over 1100 dollars, we owed comcast for ***** and May and one month behind with an average bill of 215 per month we have records of 1100 dollars .This was confirmed by this individual they owe us 452 dollars and committed fraud and charged us also for **** when service was turned off in May they said **** charges were in case we come back! I will never use this incompetent crooks again. 

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not had access to my service for days and am unable to contact the business to get a resolution. I have followed their AI and messaging protocols but still unable to access the service I am paying for monthly. This is interfering with my livelihood and need the matter resolved expeditiously

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************************
  *********************
  *******,IL 60438
  
                Case Number:                    22059168
              Date of Notice:             July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity service.
  
  Our records indicate that on July 15, 2024, an interruption ticket was opened due to a residential power outage that was resolved on July 17, 2024, when power was restored. There are only two service/trouble calls on the account. On July 25, 2024, a service/trouble call was scheduled for July 29, 2024, but was canceled on July 26, 2024, as outage related but there is no record of an outage that affected *****************************************.
  
  On July 29, 2024, a service/trouble call was scheduled for August 1, 2024, but was canceled on July 29, 2024, by **************************** via the web/online. On August 2,2024, **************************** confirmed that she is using wireless. In addition, there are limitations to Wi-Fi technology. The greater the distance the router and the number of obstructions the lower the signal level and therefore the slower the speed.
  
  While Comcast uses the industry standard technology for Wi-Fi, it *** not be suitable for all situations and range extenders *** be needed but *** not resolve all situations. On August 2, 2024, I spoke with *************************** wherein a service visit to address the service issue was declined due to the services working. An internal review of the signal levels to the equipment confirms they are within Comcast specifications. Without cooperation from ****************************, we are unable to provide a resolution.
  
  On July 25, 2024, a credit was applied to the account for services. The credit will reflect on the August 13, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations

• Initial Complaint

  Date:07/29/2024

  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 was told that I was could get internet for 10 dollars and I received a bill for ******. I am disabled and on a fix income. I canceled the first bill for 45 dollars.. I then received the second bill 90 dollars and the last bill cam for ******. I would like a bill adjustment.

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  *******************************
  *****************
  
  Case Number:22058597
  Date of Notice:July 29, 2024
  
  Dear Sir/*****:
  
  This letter 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 ********************** regarding his billing related concern. Comcast records indicate that on May 8, 2024, ********************** consented to adding an offer for the Connect More internet for 12 months under a 12-month term agreement. ********************** did not make a payment towards the account subsequently interrupting the account for non-payment on June 25, 2024, with a completion date of July 17, 2024. The total balance on the account includes charges for an unreturned modem and for an Early Termination Fee(s). We have no record of Mr. ******** inquiring or being offered the internet essentials service. In order to restart services, ********************** would need to make a payment for the full past due amount. The compensation request has been respectfully declined. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

• 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 March 2024 I received a promo email from Xfinity about upgrading my internet, I went to the website, made the upgrade and when I receive my next bill I noticed that I had been charged an additional $60 on top of what the new rate was supposed to be. I called to resolve the issue and the was told that they couldn't honor the promo because it didn't seem to process properly. The woman I spoke to said that the only way to decrease my bill would be to sign up for Xfinity mobile. I told her that I didn't want or need mobile, that we're happy with our carrier. She assured me that the phone would be free and it would decrease my bill by $10/month. The phone arrived and we never even turned it on, suddenly I was being charged monthly for the phone. I called in May (when I realized I was being charged) to cancel the service and get a refund. I finally spoke with someone who was able to help with return instructions (mind you I had to pay for my own shipping label & was told they would reimburse me for that). I called back to confirm the refund was told it was all set. The refund never came. I continued to be charged for the phone. On July 2nd I spoke to another agent who sent me the cancellation notice. On July 5th I was charged again and they have continued to charge my credit card without my permission. I've been told twice that they would expedite it with the refund request department. On the 23rd I received a call from that department assuring me that they were working on it and would call me back that day, no one ever called back. I have made at least 15 phones calls that have each lasted at least 1 hour, to no resolve! This is the worst customer service I have ever received. I have been an Xfinity internet and home security customer for over 15 years, I need a refund of $118.25 and they refuse to give it to me and are still illegally charging my credit card.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  Better Business Bureau
  *************************************************************************;
  **********************
  
  Re:   Amber Roback 
           ***********************
           ***********, MA 01950
  
           Case Number:   22058520
           Date of Notice:  July 29, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ***********************.
  
  On March 8, 2024, **************** accepted a 24-month transitional promotion for Gigabit Internet and Pro Protection Home Security. On June 14, 2024, **************** downgraded to a 24-month transitional promotion for Fast Internet. The first-tier base monthly rate for the promotion is valid from June 14, 2024, through June 29, 2025. The second-tier base monthly rate for the promotion is valid from June 30, 2025, through June 29, 2026, after which the standard retail rate will apply. 
  
  During the March 8, 2024, sales interaction, **************** was provided with an incorrect monthly rate. As a result, on August 29, 2024, a credit was applied to Ms. ******* residential account. The credit will reflect on her September 23, 2024, billing statement. 
  
  Our record shows that on March 8, 2024, **************** purchased a ******** ************ On July 2, 2024, **************** subsequently returned the device. The remaining balance owed on the *********** was accelerated and credited on July 2, 2024. A restocking fee for the returned device was applied to the account on July 2, 2024. A refund was initiated on July 29, 2024, for the restocking fee. 
  
  **************** was charged for Xfinity Mobile service on the invoices dated April 15 to June 15, 2024. As a courtesy, a refund of was initiated on July 29, 2024, for mobile data service. On July 29, 2024, a credit was applied to offset the refund. The invoice dated July 15, 2024, was credited on July 29, 2024. These credits will be applied to the invoice dated July 15, 2024. The Xfinity Mobile account is now disconnected with no remaining balance. 
  
  An Xfinity Mobile representative attempted to contact **************** several times. Unfortunately, all attempts to reach **************** were unsuccessful. We apologize for any frustration and inconvenience that may have been experienced in the matter.
  
  We 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 us at **************.
  
  Sincerely,
  
  
  *******.
  Comcast Regulatory Compliance Team
  
  

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did eventually speak to a representative who was able to resolve the issue and offered an additional $25 credit.
  
  Regards,
  
  ***********************