Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,129 total complaints in the last 3 years.
9,073 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/26/2024
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 established internet services w/ Xfinity on 7/12, Im paying for 1 gig of speed, but download speed has never been faster than 336mbps. Even the install was strange. The gentleman showed up w/out any form of id (and unable to speak English, Spanish, German or Italian) he didnt know how to do the install & kept calling his supervisor for help. At one point, he bent over & a condom fell out of his pocket. The internet never worked properly and he was in a rush the whole time.Ive since been stood up 2x by Xfinity. The 1st I scheduled via the app for 7/23 10-12 & got a confirmation call the day before, but no show. After the scheduled time I reached out & got someone in customer service on the phone. The rep found my appointment in their records & apologized that the ******** didnt connect (I was inside w/in earshot of the door for the entire 2hr window). He was trying to rebook me when the call dropped.On call #2 the new service rep told me she had no record of a previously scheduled appointment. Despite informing her of my prior call & the appt scheduled via the app & the voicemails confirming it. They had me run a speed test it was in the 300s. She said she would try to reboot the service from her end. This caused my call to drop. Call #3s rep recommended that I wait a few days and if it didnt get faster to call back for an appt. I asked to schedule an appointment then, because this was interfering w/ my ability to work and my daughters ability to attend online classes. Appt #2 was made for 7/26 between 1:00-3:00. At 12:45 I grabbed a chair and planted myself outside where I could see the garage entrance, my front door and the Xfinity cable on the pole. Around 1 I got an automated call confirming the tech was en route. At 1:13, I got a text saying my tech was onsite, which was not true. By 1:24 I got a text saying: sorry we missed you. After trying to get help via the app I connected w/ someone on the *********** have a 3rd appt scheduled for 7/28.
Business Response
Date: 08/08/2024
August 8, 2024

BBB of ******************* & ********************
********************************************************************************************
*********************

Re:       *************************** *****
            ********************
            ****************, SC 29405

Case Number:                    22049999
            Date of Notice:             July 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* *****.

Our records indicate on July 23, 2024, a service appointment for July 26, 2024, was scheduled via Xfinity Assistance. On July 26, 2024, the technician noted that Ms. ************************* was not home. On July 26, 2024, Ms. ************************* spoke with a representative, and a new appointment was scheduled for July 28, 2024. As scheduled, the technician corrected the service issue by replacing a drop connector on July 28, 2024.

On July 29, 2024, I spoke with Ms.************************* regarding her concerns. Ms. ************************* stated that her service has improved. On July 30, 2024, a credit to waive the installation fee was applied and will be visible on the August 8, 2024 billing statement. Comcast reports show ****************** Graces Xfinity equipment signal levels are within specifications with no signs of trouble. Ms. ************************* advised that she would contact me should she experience any further issues with her speeds and connectivity. 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: 08/08/2024
[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.
I really appreciate the speed and thoroughness with which the issue was handled following my escalating it to BBB.
While we continue to disagree whether or not the technician showed up at the 1st appointment, since then it has been a much more positive experience and now that Ive I added multiple extenders, I finally have the internet I was expecting.

Regards,

*************************** *****
Initial Complaint
Date:07/26/2024
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 set up a payment to be made 7/28. However, Comcast processed my payment on 7/26 and is now claiming they have no record of the chat or email confirmation even though I have the chat transcription and the email confirmation. I then had an agent tell me they took care of the ****** and stopped it from processing and it would now process on 8/4 - another lie that they magically cant see that conversation.I was told to drive to a Comcast store which is 40 minutes away to provide proof. I requested to send via email or text and was met with more resistance.Then the agent told me that I should just let the payment process and then call back to ask for a refund. I said that was not going to be an option. The agents next solution was for me to call my bank and have them Reject the payment, which I would have to pay a fee for from my bank. Again, not a solution I am willing to take. Every solution they offer is either going to cost me more money or leave my bank account overdrawn.I asked for this to be escalated however they dont seem to want to do that either Comcast has yet again failed to live up to what their agents are promising customers. The fact that they processed the payment from my bank account days earlier than it should have is theft.
Customer Answer
Date: 07/29/2024
This is the text I received regarding the ticket the agent said they were submitting. It was opened and almost immediately I received a text saying it was closed. The text directs you to their website however there is nowhere to check the status of the ticket.
Business Response
Date: 08/14/2024
August 14, 2024

BBB of ******************* & ********************
********************************************************************************************
***************************;

Re:***************************
PA 17963

Case Number:22049320
Date of Notice:July 26, 2024

Dear *** or Madam:

This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.

I made several attempts to contact ******************** via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate on July 6, 2024, a scheduled payment was processed online via the My Account self-service portal for the past due balance to be paid by July 26, 2024. A payment arrangement was also processed online via the My Account self-service portal on July 6, 2024 to be paid by July 26, 2024 for the same amount.

On July 19, 2024, the payment arrangement scheduled to process on July 26, 2024 was updated to be processed on July 27, 2024. However, the scheduled payment was not changed or cancelled, and on July 26, 2024, the payment processed as scheduled. As the payment arrangement was for the same amount, the payment processed on July 26, 2024 satisfied the payment arrangement scheduled to process on July 27, 2024 and no additional payment was processed.

To resolve this matter, contact with ******************** is necessary. The request for compensation is unjustified and has been respectfully denied. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.

I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Customer Relations
Customer Answer
Date: 08/14/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22049320

I am rejecting this response because: I provided proof and documentation that the payment was NOT to be processed until July 28th. The agent at Comcast failed to take the appropriate actions resulting in the payment being processed too soon.
I did indeed reply to an email asking to be contacted via email - no one responded. The emails sent and calls from Comcast regarding this issue were sent to ALL household members/users on my account, some of whom are minors and should never have been included in any communications. Only MY contact info should have been used to address this.

Regards,

***************************
Initial Complaint
Date:07/26/2024
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.
Have Internet service was online to manage service and offered $45 charge for 500 speed at the end it says to call to complete order and they are using bait and switch to make you get there cell phone service and not honoring the price shown in cart online charging me *****
Business Response
Date: 09/04/2024

September 4, 2024

BBB of *************************; ********************
******************************************************************************************
**********************

Re:       ***************************
            ***********************************
            **********, CA 95841

            File Number:             22049297
Date of Notice:                     July 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.

On September 4, 2024, I contacted ****************** to discuss her concerns. We are still looking into ******************* promotional concern and will remain in contact with the customer to relay next steps.

Should you have any questions or need additional information, please contact **************.

Sincerely,

*******.
Executive Customer Relations
Business Response
Date: 09/12/2024
September 12, 2024

Better Business Bureau
********************************************************************
**********************

Re:       ***************************
****************
Apartment 92
*******************

Case Number:               22049297
Date of Notice:             July 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ******************************.

On July 27, 2024, ***************** accepted a 12-month promotion for Connect Internet. The next day, on July 28, 2024, ****************** accepted a different 12-month promotion, with a term agreement for Fast Internet service, effective until July 29, 2025. On July *******, the standard retail rate will apply. ****************** is enrolled in both paperless billing and automatic payments, with a credit card. As a result, ***************** is receiving an additional monthly discount. ******************** monthly discount could increase; if she enrolls in automatic payments, with a checking account.

To receive the additional Xfinity Mobile discount that ****************** viewed online, she was required to subscribe to Xfinity Mobile. ****************** does not subscribe to Xfinity Mobile; therefore she is not receiving this discount.

On August 9, 2024, as a courtesy, I applied a credit to the account to honor the ********************** discount for 24 months. The credit will reflect on the September 25, 2024,billing statement.

Should you have any questions or need additional information, please contact us at **************.

Sincerely,

*******.
Comcast Regulatory Compliance Team
Customer Answer
Date: 09/16/2024
Comcast has done credit to cover the $20. extra charge and gave $65. rate for 24 months to honor the advertisement
Customer Answer
Date: 09/16/2024
Comcast has done credit to cover the $20. extra charge and gave $65. rate for 24 months to honor the advertisement
Customer Answer
Date: 09/16/2024
Comcast has done credit to cover the $20. extra charge and gave $65. rate for 24 months to honor the advertisement
Customer Answer
Date: 09/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***************************
Initial Complaint
Date:07/26/2024
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.
All of our internet connections are Not Working made an appointment Tech came out did nothing and still have No Internet wasted 1 hour on the phone with **** and she put me on hold and a nasty guy came on and took over the call and now have to wait another 4 days for service after waiting 3 days prior.Ticket # CR153610525. CR153266959 Service needs to be repaired asap.
Business Response
Date: 08/12/2024
August 12,2024

BBB of ******************* & ********************
*********************************************************************************************************
**********************

Re:       *************************
            *******************
Suite 4
            *************************

               Case Number:                     22048959
            Date of Notice:             July 26, 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 29, 2024, I spoke with **************** and a service visit was scheduled and completed on July 29, 2024. Our technician corrected the service issue, by replacing a defective modem. On July 31, 2024, I spoke with *************, and verified that his services are working correctly.

I apologized for any inconvenience that *** have been caused, while attempting to resolve this matter. I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me *************.

Sincerely,

************
Executive Customer Relations

Customer Answer
Date: 08/12/2024
[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.
Xfinity fixed everything and more that was a issue
Regards,

*************************
Initial Complaint
Date:07/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Comcast's practices hurt their customers' credit without hesitation. Over even one payment mishap, Comcast blatantly disregards its customers' ability to voice concerns or challenge this damaging behavior.I am writing to formally address a significant issue that has caused me undue financial harm due to Comcast's billing oversight. Despite my prompt action to remedy the situation and pay the $160 collection in full, Comcast has unjustly refused to remove the collection record from my credit report. Although this action may be legally permissible, it constitutes financial abuse and has resulted in irreparable harm to my financial standing.This $160 collection record has unfairly reduced my credit score by 50 points, an outcome that is disproportionate to the situation and severely detrimental to my financial well-being. Comcast's steadfast refusal to correct this issue, even after payment in full, demonstrates a disregard for customer satisfaction and retention. ******************** prioritizes its legal rights over ethical considerations, leaving customers feeling cornered and misled.I urge Comcast to reconsider its stance and take immediate corrective action to remove the erroneous collection record from my credit report. Legal compliance does not equate to ethical conduct, and Comcast must acknowledge and rectify the financial harm caused to its customers.
Business Response
Date: 08/05/2024

August 5, 2024

BBB of ******************* & ********************
********************************************************************************************
*****************************************;
Re: ********* ******
*************
*******************

File Number:22048712
Response Type:NOIC-Notice of Informal Complaint
Date of Notice:July 26, 2024

Dear Sir or Madam:

This letter is in response to the above-referenced complaint submitted to your office by ************************* regarding Xfinity service.

On July 29, 2024, I spoke with Ms. ****** regarding her concern. Our records indicate that on April 26, 2023, Ms. ******* account was interrupted for nonpayment and the billing stopped. A full disconnection of the account was completed on May 26, 2023, leaving a final balance which included charges for one unreturned leased digital converter and one unreturned leased modem. On June 10, 2023, the account balance was charged off to collections. On September 7, 2023, a payment was made to the account, clearing the balance. On April 23, 2024, the two pieces of equipment were returned, and the charges were reversed.

On May 3, 2024, a credit balance refund was processed. A physical prepaid card was mailed through ***** Ms. ****** should have received the refund within seven to 15 business days. I advised Ms. ****** she can call Xfinity Refund Support at ************** to report a lost or stolen card or sign into xfinityrefunds.com for assistance. Our records indicate that the information listed on Ms. ******* credit report is accurate. 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 in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

**************
Executive Customer Relations
Initial Complaint
Date:07/26/2024
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.
Xfinity first tried to add a program to my plan that added ****** plus to my monthly bill after going back and forth a sales *** said she could change plan from internet phone to mobile phone and drop bill to ****** plus tax for phone, internet and tv first bill no problem second however was same except Xfinity billed my credit card for ***** for phone which was not what I agreed too. Got them to disconnect phone but now they want me to pay for the phone which I didnt even take out of box, they claim I had to turn in phone in 14 days but as I said first bill was right not till they tried billing credit card I believe they just want to clear their inventory of cheap phones by scamming customers
Business Response
Date: 08/09/2024

August 9, 2024

Better Business Bureau
*************************************************************************************************
*********************

Re:         *******************
              ***************************
              ************, ** 22551

                  Case Number:                           22048576
                  Date of Notice:                 July 25, 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 made multiple attempts to contact ************** via phone and email. Although my attempts to contact ************* were not successful, a review was completed of the account. On May *******, ************** purchased a ******** moto g play under a 24-month payment plan.************** subscribed to By the ************************* with 1 Gigabyte (GB)of shared data. On May 31, 2024, ************** activated the device. On June *******, a statement was generated for monthly service, the monthly device payment, a one time line set up fee and taxes and fees. On July 16, 2024, a payment was made.

By default, all Xfinity Mobile bills are set on automatic payment. You must remain enrolled in our automatic payment program using a valid credit/debit card to activate and maintain your Service. This means we will automatically charge your card every month for the full amount owed on your bill. Your automatic payment date is always 20 days after your billing cycle closes. You have the right to terminate your authorization at any time online by logging into your My Account at ****************************************************************** and terminating automatic payments or by calling ************** and terminating your authorization with a customer account executive. Such termination will result in us discontinuing your service and you will be responsible for the immediate payment for the data usage on the account through the termination date and all outstanding fees and charges owed with respect to your devices.

On August 7, 2024, the mobile line ending in ***** was ceased to stop billing. As a courtesy, we will accept the device return outside of the 14-day return window. ************** will need to contact me via phone or email to verify the account and advise that he would like the ***** return label by August 21, 2024. If we do not hear from ************* by this date, he will remain responsible for the device and the associated charges. I apologized for any inconvenience this may have caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****************
XM Executive Resolutions
************** Extension *******
Initial Complaint
Date:07/26/2024
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.
On October 16, 2022 I purchased two CCTV cameras when moving to a new home. 2 1/2 months later, I still could not get the cameras to function. Drove 20 minutes to the store found out that they were not assigned to my account. I was issued two new cameras and they were assigned to my account. No matter what I did to get the driveway camera to not pick up movement besides a person it would not work. Spoke to Technical Support multiple times and no one could figure out that the cameras were not assigned to my account. Im an IT person and no matter what I did I could not get the camera to stop looking at the traffic on the street which was more than 30 feet away. I did not install the ring doorbell camera. No matter how many times I spoke to Customer Support sent letters they refused to provide a credit For these two cameras which I had to purchase they insist on telling me that they only have a 30 day return policy, even though they sold me a defective camera that doesnt function correctly. I have already paid for these cameras on my account yet no matter how many phone calls *** made to them. I cant get any resolution. The last person that I spoke to was ******** and he was trying to insinuate that the credits from another state company he was trying to take credit for those being applied to my account which was $30 per month since January 2023. *** also had the company out to the house at least ************************************************************* front of my house was causing a majority of the problem. Ive had all the wiring replaced in the house. They gave me a new modem and all Im trying to do right now is get compensated for the money that I had to pay out of my pocket for the cameras that dont function correctly. If you look online, they have nothing but horrible reviews with customers. They literally do not care.
Business Response
Date: 08/07/2024

August 7, 2024

BBB of ******************* & ********************
********************************************************************************************
**********************

Re:*********************
**********************
*********************

Case Number:22048450
Date of Notice:July 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced rebuttal complaint submitted to the H33373**635**3**13639H by ********************* regarding H313131393**030**3137H service.

On July 29, 2024, I spoke with *********************, who stated that he wanted to return his outdoor camera and doorbell camera because he did not like the resolution. I educated ************** that he was past the 30-day money-back guarantee because he still has the cameras in his possession and ordered the cameras on October 19, 2022. According to our records, ************** does not subscribe to H313131393**030**3137H Home and disconnected the service on August 23, 2023. On July 29, 2024, I explained the H313131393**030**3137H Home package pricing for the 2 cameras of $240 and the camera charges are valid.

I apologize for any inconvenience experienced while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

**************
H313131393**030**3137H Home Sr. Technician

H313131393**030**3137H Home Licenses: AL: ******, ******; AR: ******; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL:EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190,LVU406354; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME:LM50017039; MI: **********; MN: TS674412; MS: ********; NC: 2335-CSA; **:Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; **: licensed by the ***************** of ***** ***********; OH: LIC# **-89-1732; OR: CCB ******; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **:ACR-1672104,-1818, B16922, B02571; UT: 8226921-6501; VA: **********, DCJS 11-7361; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL 602512000005;WV: WV049211. Valid 3/1/24. See www.H3933**303731333**5H.com/home-security for current list.
Customer Answer
Date: 08/13/2024
I spoke with someone from Comcast, and they said that they only provide a 30 day warranty on the items even though they had never registered my cameras to my account. Ive already paid for the cameras all Im asking for is a credit for the cameras that Ive paid for, and I have not received that.
Initial Complaint
Date:07/26/2024
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.
Hello I have contacting Xfinity a few times about removing a third party Name phone and email off my account. For some reason the continue to break ***** LAWS by calling her phone to collect when my bill is past due. I have went so far as to speak to a manager which he assured me she would be removed. There was an email generated to her saying my service was suspended which I have a screen shot of. again this is breaking the ***** laws. Not sure what it will talk to get this young lady information removed which she has nothing to do with my account. For the 100 time please remove her information from my account.Name ***************** Phone ************ Email ****************
Business Response
Date: 08/14/2024

August 14, 2024

BBB of ******************* & ********************
***********************************************************************************************************************************************

Re:       ***********************
            *************************
            ********, ** *****

File Number:                         22048312
Date of Notice:                         July 26, 2024

To the Better Business Bureau:
This letter responds to the above-referenced complaint submitted to your office by ***********************.

Comcast was unable to substantiate the concerns raised in ******* Hills complaint.

In order to properly address ******* Hills concerns,successful contact with him is necessary to gain a ****** understanding of him specific issues; we encourage *********************** to contact us.

A Comcast ***************** Assurance technician attempted to contact *********************** to advise him of the aforementioned information.Unfortunately, all attempts to contact *********************** were unsuccessful. The technician left a message providing his contact information so that *********************** can contact him with any further questions or concerns.

Sincerely,

***************** Assurance
**************
Initial Complaint
Date:07/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
~June 16, 2024, I called Comcast to inquire about a senior citizens discount. The agent never answered my question, but immediately started looking into services to sell to me. He came back and said I qualify for a free mobile phone and this would get my bill down by $20. I told him several times I didnt need or want a mobile phone. He just kept putting me on hold and coming back saying Ill take care of you. Next thing he sent me 3 txt messages that I needed to click agree. So he can process a $20 credit to my monthly bill. Exactly 16 days later, all but 10 of my 230 tv channels suddenly disappeared. I immediately called Comcast to find out why. The agent told me the previous agent cancelled my ** package to the most basic 10 channels in order to reduce my bill. I explained this is NOT what I asked for at all and want my channels back. The agent immediately reinstated all my tv channels. But informed me that the previous agent set up a 24 month mobile phone contract that will cost me $49 a month for 2 years. I asked to have that cancelled. This agent had to transfer me to the mobile phone department. After being put on hold several times for no less than 60 minutes and speaking with 2 different agents, they would not cancel the phone contract because it was outside the 15 day grace ******* I would have never known that I entered into a phone contract at this point, had my ** channels not disappeared. Comcast purposely and deliberately waited to take the ** Channels away +3 weeks after my inquiry call, so I missed the deadline to cancel this fraudulently installed phone contract. Ive been trying desperately for wks to get this contract cancelled, to no avail. On July 25, 2025 I went into Xfinity store and they would not cancel the contract either. I had no choice but to pay $148 To get out of this mess. I will also be charged another $48 + for the phone set up fees. Please can u help me get my money back and ask Comcast to stop doing this
Business Response
Date: 08/05/2024

August 5, 2024

BBB of ******************* & ********************
******************************************************************************************
**********************

Re:       *******************************
            **********************
            ******, ** 08080

              Case Number:                    22048269
            Date of Notice:             July 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.

On July 30, 204, I spoke with ******* regarding her Xfinity Mobile concerns. Our records indicate on June 11, 2024, ****************** started service with Xfinity Mobile with one line of service on the By the ******** option and purchased a ******** Moto G on a device payment plan with monthly installments for 24 months.

On July 25, 2024, ****************** canceled her line of service with Xfinity Mobile and paid the remaining balance of her device.

I explained to ****************** our return policy which states You have 14 days from when your device was shipped (or purchased in a retail store) to start a return or exchange. ********************** timeframe to return the device expired on June 25, 2024. Xfinity Mobile would not be able to accept the device back as ****************** is past the 14 days.

Please be advised the billing on this account was accurate at that time. As a result, the request for any credits and/or refunds is unjustified and has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.

Sincerely,

**************
Xfinity Mobile Executive Resolutions
************************
Customer Answer
Date: 08/11/2024
Hello, my apologies as I thought I responded that my issue with Comcast is not at all resolved. A representative from Comcast did call me. She spoke over me several times and did not give me an opportunity to hear my complaint. She kept saying there is nothing they can do because I clicked agree on the text messages sent to me by the rep who tricked me into a cell phone contract, and never once told me I was signing a phone contract. I thought I was signing forms to allow me to receive a senior citizen discount . Which was the sole purpose of my call to Comcast in the first place. She did not let me listen to the verbal communication that took place during this interaction. I then tried talking over her and she hung up on me. I had to pay $148 to get out of the contract plus $48.50 fee to set the phone up. Im still seeking your help in getting these charges refunded to me. And that Comcast stop this very bad business practice of tricking customers into unwanted services. Thank you.
Initial Complaint
Date:07/26/2024
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.
this transaction started in April 2024. I helped my dad apply for Internet essentials program.. He qualified due to his disability and being on ******** in the state of ********. We keep getting emails regarding problems and changes with the account . Another change has incurred on this account without my permission and knowledge. Apparently on July 5th. Xfinity was supplied all the necessary information in the very beginning to ensure that ********************* was qualified for the program and he was without any issues.. every time we call to talk to someone theres always a language barrier and it takes forever to get through on the computer system to even talk to a real person. The chat assistant is useless and it doesnt help us and it consumes a lot of our time and nine times out of 10 the live agent that eventually comes on ends up disconnecting the call and refuses to help. They dont give you time to get any issues resolved, and this will be the second time Ive had to contact the manager regarding this Internet essentials account. I am an authorized user on the account which is actually in my dads name *********************. Today, July 26 Ive had to call Xfinity for Internet essentials to get this problem taken care of and the customer service representative could not help me could not explain to me why the changes were made, and I could not understand her due to the hard accent from her Indian background. I requested to speak to a manager and she said it would only take about 15 minutes and now it has been over 40 which is gonna prompt me to call Xfinity Internet, essentials, one more time. I want the problem corrected immediately because my dad qualifies for the program of ***** per month for Wi-Fi. My dad seems to like Xfinity, but this has left a sour taste in my mouth and I wont nothing to do with them but due to his concerns I want this problem corrected and I want his account left alone. Now I have to go to the local store to get assistance.
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau
********************************************************************
**********************

Re:
CASE NUMBER:         22048134
Date of Notice:             July 26, 2024

            *******************
***********************************************************************

Dear Sir/*****:

This ****** is in response to the above-referenced complaint submitted to your office by Ms. ************************************************** by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service for $9.95 per month.[1]

To be eligible for Internet Essentials, a program applicant must meet all of the following criteria:

Reside in a Comcast serviceable area;
Not have had any level of Xfinity Internet service within the last 90 days;
Not have had an outstanding Comcast balance that is less than 12 months old; and
Eligible for or receiving public assistance (e.g., ********* Federal Healthcare Program; National School Lunch Program (NSLP); Supplemental Nutrition Assistance Program (SNAP); public housing assistance including HUD, Section 8, Housing Choice Vouchers, etc.; Temporary Assistance for Needy Families (TANF); Supplemental Security Income (SSI); Low-Income Home Energy Assistance Program (LIHEAP); Women, Infants, and Children (WIC); Veterans Pension from the *********************** (VA); or Tribal Assistance program (including TTANF and FDPIR)).

Our records indicate ************ is not an authorized user on the account in question. ************ would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released.

Should you have any questions or need additional information, please contact us at **************.

Sincerely,

Internet Essentials Regulatory Support

[1] Additionally,to provide more options for current and new Internet Essentials customers,Comcast introduced ********************** Plus, with download speeds up to 100 Mbps for $29.95 per month. More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.

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