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

  4008 N DuPont Hwy New Castle, DE 19720-6314

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  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

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  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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:

  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.

  5/30/24 | called Xfinity due to wanting to lower my cable package as Xfinity lost the contract to Bally Sports which is the sole reason I pay for cable besides the local channels. I spoke to a female ***resentative who told me multiple times getting the xumo box and the now i would have local channels plus more. She also stated i would not be able to access the channels from another stream unless i had the xumo box on that TV. She sent out the one xumo box. Fast forward I get the box i plug it in and 1. Xfinity stream did not work at all, nor did now. Yet again i am dealing with calling xfinity to figure out what is going on. The next ***resentative said she added the now which was only going to cost me 5 more a month since i had the bundle and that i should get the channels in 5-10 min well guess what NO LOCAL channels like i asked for back on May 30th and was told directly by the xfinity *** i would have them. Days go by and im just sturring on the fact i canceled the package got this stupid xumo box delt with the foreign speakers finity hires for absolutely nothing. June 14th I chat with a xfinity *** asking how i get the cheapest package with local channels and USA plus FS1 after we went back and forth with the same question the *** said the choice package was the one we would need. I then asked the price got the link via phone seen i wasn't getting my discounts anymore i asked the *** they stated i was so i signed this link digitally. I waited 30 mins tried to plug in the black box i originally had and the service did not work then i tried to stream on my phone and guess what the channels i need are not there. I then decided i would call as clearly this is the 3rd finity *** in 2 weeks who has flat out lied to obtain money for xfinity which is absolutely asinine, and unjustifiable in my opinion. I sat on the phone another 2 hours between 3 different ***s and nothing was resolved. I'm asking that you cancel my **** tv package and back date the bill

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:***************************
  
  , GA 31310
  
  Case Number:22047920
  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.
  
  Our records indicate that the digital consent was approved on May 30, 2024, via text message to remove *********** and retain Gigabit Extra internet a promotional rate for the remainder of the original 24-month agreement (originally applied on the account, ending in 9310 effective November 8, 2022, expires November 18, 2024) applied effective May 30, 2024, expires November 22, 2024.
  
  Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account, or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 
  The digital consent was approved on May 30, 2024, via text message to add Xfinity Stream Saver at a monthly rate effective May 30, 2024. A digital consent was approved on June 5, 2024, via text message to remove Xfinity Stream Saver and add NOW TV at a monthly rate effective June 5, 2024.
  
  A digital consent was approved on June 14, 2024, via text message to remove NOW TV and add the ********* and Gigabit Extra internet a promotional rate for 24 months applied effective June 14, 2024, expires June 22, 2026. Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account, or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 
  
  Total prorated credits were applied between May 30, 2024, June 5, 2024, and June 14, 2024, for Gigabit Extra, Popular TV, *********** Upgrade and other charges for the service period between May 30, 2024, to June 22, 2024. Credits were applied on May 30, 2024, for *********** Upgrade adjustment. All credits were reflected on June 19, 2024, billing statement.
  
  Two (2) ************* box charges were applied on June 30, 2024. The two (2) ************* Box were removed on July 7, 2024. Total prorated credits were applied on July 7, 2024, for ************* Box and TV Box + Remote for the service period of July 7, 2024, to July 22, 2024.
  
  On July 26, 2024, I spoke to ******************************* regarding the downgrade request to remove the cable service. **************** was provided with the above information. **************** approved the digital consent on July 26, 2024, via text message for the Gigabit Extra internet at a promotional rate for 24 months applied effective July 26, 2024, expires August 22, 2026. The offer is subject to a 24-month term agreement effective July 26, 2024, expires July 26, 2026. 
  
  Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account, or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. 
  
  The offer includes xFi Complete (includes Modem/gateway rental and unlimited data) at no charge for 24 months effective July 26, 2024, expires August 22, 2026, and rolls off to the current rate after the promotion duration. The approved consent indicated an estimated monthly bill (includes a Xfinity Mobile Discount expiring November 16, 2024). 
  
  **************** was made aware that I applied credits for all cable/video related service adjustments for the service period of May 30, 2024, to July 25, 2024. A one-time courtesy credit was applied to offset the ************ Fees billed on the June and July statements, and a credit to offset the late fee posted on the July 19, 2024, that was reflected on the July 19, 2024, billing statement. All credits will reflect on August 19, 2024, billing statement. 
  
  Total prorated credits were applied on July 26, 2024, for services removed which includes ********* and Gigabit Extra internet for the service period of July 26, 2024, to August 22, 2024. The credits will reflect on August 19, 2024, billing statement.
  
  **************** confirmed that she does not want the cable or video streaming service. **************** was made aware that the cable/video service was removed effective July 26, 2024. **************** confirmed that the internet service is working. 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:07/26/2024

  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.

  I set up a payment plan for July 25th, but I just had surgery and been on bed rest. So I called on the 25th asking can I please get an extension until Aug 2nd, and the gentleman told let him see what he can do, because I told him that my sister is here helping me get better and she needs the internet to work. So he put me on hold and came with yes, I can push your payment to the 2nd of Aug and stated if it gets disconnected to call back and tell them to reconnect my service. I woke up and it was off, I call and a rude *** told me if I pay 50 today I can set up a payment arrangement and was not honoring what I was told last night. So I told her I will call corporate only to hear a 3rd different story of I couldn't even pay the 50 to restore my service. So, I asked to speak to a supervisor who only put in what they call an escalated request for them to call me knowing that they never call. I all would like my bills looked at because I went from paying 350 to anywhere from ******* and no one can give me a clear answer. I was being charged for apps like ****** plus 6 times a month, also hulu, and ******* and now I can't even put the app back on my account or watch them but still getting charged for them. I would like my call listen to from the 25th and honored.

  Customer Answer

  Date: 08/10/2024

  They sent me a email just showing my current balance then, but that's not what I'm asking for! I want them show all these movies we didn't order, and all of the extra fees and what for. I started off paying 350 ish and now my bill is 570 to almost 500. I've been getting over charged for a while now. Now since I filed a complaint my and now I can't sign in my hulu, ****** and ESPN apps. My cable go out every more then ***** times a day.i need an itemized of my bills from the beginning to now. Please fix my hulu, ******, and ESPN apps so I can sign in.

  Business Response

  Date: 08/14/2024

  
  August 14, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *****************************
           ************************************************************
           ******************
  
           Case Number: 22047881
           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 July 26, 2024, I spoke with ****************** ******* regarding a billing explanation. ****************** advised that on July 25, 2024, she attempted to make a payment arrangement for August 2, 2024, and was advised that she was all set. Our records indicate that ****************** has a 59-day delinquent balance and a total account balance due. On July 26, 2024, ******************' account was interrupted for non-payment with a scheduled completion date of August 25, 2024, had the balance not been paid. ****************** made a payment on July 26, 2024. ****************** is not eligible for a payment arrangement, or for a repayment plan. Xfinity currently bills *************** through us.
  
  In review of the account ledger indicated that on April 3, 2024, a payment was posted to the account, and on April 11, 2024, an additional payment was posted to the account. On April 14, 2024, a returned payment was posted to the account with a returned payment fee. On April 24, 2024, a returned payment was posted to the account with a returned payment fee. Any time a customer is more than 30 days delinquent, the account is subject to an interruption of service. Returned payments can make customers ineligible for payment arrangements. 
  
  On August 14, 2024, I called ****************** to attempt to troubleshoot any potential streaming issues and left a voicemail. I advised ****************** of the reset done to correct the error as well as to unplug the power for 30 seconds. I explained that ******* can be removed through the My Account portal at xfinity.com. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

• 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 have Comcast internet at my house and I have a barn that is about 200 feet away. I called Comcast to see what they could do to get internet to the barn whether through an extender, another account, running line, etc. I explained there is no internet and they have to run a line to the barn. The individual on the phone said that is no problem. They can schedule a tech to come out run line and set up a a new modem, another account, etc. They charged me $100 for the tech visit and then an additional $60-$70 per month for the additional service.The tech arrived today, 7/26, and explained he cannot do this. He said they would have to come in with equipment and that he would get me a quote. After talking with him and him calling his supervisor, I indicated this is not doable and cancelled the additional service that they could not install.The tech even said the individuals that we talk to on the phone at support are useless. After the tech left, I called Comcast and explained the situation. I said I want refunded the $100 install fee and also to remove the additional $60 that I am being charged, as well as a credit. I also asked for a month free because this is a huge inconvenience.She was not helpful and explained I was never charged $100 and no additional service was added. She wanted to end the call but I persisted and explained my next bill shows $500 when it should only be $240. Finally after going back and forth with her she put me on hold and said she would give a credit of $60 but the $100 could not be refunded because it is pending. She says she is going to take care of it but I know she will not.Can you please refund me all the money that I am owed for this additional service, which is $160, as well as a month free because your company is committing fraud by charging customers for services you are not completing. I still don't understand how my bill is now $500 when it should only be $240.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:      ***********************
              ***************
              ********, ** 15658
  
              Case Number:              22047747
              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 July 26, 2024, I spoke with ****************** regarding his concerns. On July 26,2024, our technician was unable to install services as the distance to the service tap was too far, preventing the guarantee of reliable and consistent service. Subsequently, the technician determined that service could not be installed. Upon speaking with the technician, ****************** cancelled the installation request.
  
  Additionally,as the technician was unable to install services at the second location, ***************** was not charged for the technicians visit and is not being charged for services to the second location.
  
  On July 26, 2024, as a courtesy, a credit was applied to the account and will reflect on the August 20, 2024, billing statement. 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 **************.
  
  Regards,
  
  
  **********************
  Executive Customer Relations
  

  Customer Answer

  Date: 08/09/2024

  [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:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going through Xfinity for my mobile and internet services. When I first joined for mobile I was told the day off/before I could switch over and get $100 per line in the form of **** gift cards. I switch over to Xfinity after hearing that. So I switched over two lines since thats all I have. I was told 6 weeks at first. I had waited for it and never got the $200. I called and they told me it would actually be 6 months instead. So I waited for about 4 additional months and asked about the gift cards and they couldnt help me at all. I had called two weeks ago to see about it again. I was transferred about 3 times before actually getting someone that would help. I waited ************************************** they have no idea what Im talking about. All I had asked was where my gift cards were at since its been forever. After a conversation we had they told me whoever I talked to basically lied to me and that they arent gonna do anything about it. So me and my wife were furious to hear that. My wife did some digging and had seen a couple of post made that people were having the same or almost the same issue as us. I went back into my app to then look at the transcripts of our past conversations to see exactly what they all told me, and I cant even see them. They are also charging me and additional $25 per line since I canceled my internet services. I had to cancel them due to me moving and they wouldnt reinstall internet where I am now due to me being out of their service area. So I went from laying $19 to having to pay $60 basically just because I stopped having internet with them. I had no warning of this at all or anything. They just added the $50 charge to my most recent mobile bill. Back to the whole gift card thing tho. They do have records or should have records of my calls and chats with them. I would like something done about this whether its I get my $200 and maybe more, or we go to court and sue them for it. Reimbursement if possible be nice.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  **************************************************************
  
  Case Number:22047671
  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 February 23, 2024, ************** purchased service for two customer-owned devices. At that time, ********************** offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 10 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and activate it on an unlimited service plan.
  
  ************** satisfied the promotional requirements and is currently receiving monthly device payment credits for both devices in accordance with the promotional guidelines.
  
  ************** was also offered a promotion for a $200 **** Prepaid Card. On August 4, 2024, I provided a credit to the account equal to the value of the promotion in lieu of the promotion.
  
  I have attempted to contact ************** several times via telephone and email, however, my contact attempts were unsuccessful. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  Zamir G
  Xfinity Mobile Specialist, Tier 2
  

• 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.

  Cannot get past AI over 10 minutes 2 calls 3 foreigners not doing anything and I cannot close work order for cell phone and now I was just cut off again and have to go through AI 4th time. This is an absolute joke and how dare Xfinity and Comcast not close out this work order like I asked not once, not twice, not three times. I've had it with foreigners not knowing how to do their job and putting me on hold for over six minutes and then disconnecting the call so I have to go back in a fourth time this will never ever ever ever be acceptable!

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: ***************************
  *********************************************
  *****, MI 48393
  
  Case Number: 22047457
  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 29, 2024, a customer service representative spoke with ***************** regarding her request to cancel Xfinity Mobile services and have all payment information removed. The representative was informed by ***************** that both the pending residential and mobile services have been canceled and her payment information was removed on July 26, 2024 through a previous corporate escalation, (ESL04887337). 
  
  We confirmed that the Xfinity Mobile services were requested July 23, 2024, and the account was closed completely on July 26, 2024.
  
  Additionally, on July 26, 2024 ***************** also received a credit of $25.00 to for line set up fee to leave the account with a zero balance.  Please be advised billing on this account is accurate. I apologize for any inconvenience experienced while attempting to resolve this matter. 
  
  Should ***************** have any additional questions or concern, please feel free to contact the Xfinity ************** of ********** at ************* or visit www.xfinity.com/privacy to learn more about our commitments to privacy. 
  
  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,
  
  
  ****************
  ************** of **********
  *************
  
  cc:***************************
  

• 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.

  I signed up for ********************************************* service with Comcast online for an address I was supposed to move to. A few days later, I canceled my service order because decided not to move to that address. Comcast has been billing me for service that I never even used because I canceled my online order before the start date, and I was informed that they mailed the equipment, so the mistake was on them because I canceled the order. I have talked to and chatted with multiple reps and they all informed me not to worry they would take care of everything, but ** still getting billed and harassed by phone! This needs to stop, and that bill that theyre charging me is fraudulent because I never received equipment because I never moved to that address, so nothing was hooked up and connected. I shouldnt have to pay for something that was canceled and NEVER used. I recently received an email saying that my account was credited but my bill should be $0 because I never used their services. Until theres a zero balance I will continue to fight this bill that I shouldnt even have in the first place!

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  ********************************************************************************************
  
  Case Number:22042179
  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 *************************, authorized user of account holder ************************* regarding Xfinity service.
  
  On July 20, 2024, I spoke with **************** and confirmed that on April 4, 2024, two online orders were placed for service at the above address. One of the orders was canceled was **************** did not move to the address; however, the other order was completed in error. This resulted in **************** being charged for services from April 5, 2025, until services were disconnected on July 8, 2024, with a stop bill date of June 1, 2024. On July 8, 2024, a credit was applied to the account to clear the outstanding balance. To note, this credit was greater than needed and an adjustment was made on July 30, 2024, bringing the balance to zero. 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:07/26/2024

  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.

  We own 2 apartment communities in *****, both have 2 elevators each. On or about 2 weeks ago we realized our elevators phones are not working. We immdiately contacted Comcast who sent a tech to check the problem. He said the lines were not working and he had to elevate the issue to his corporate office. We have been given the run around for two weeks and our elevators phones are still not working and now we dont know how long this has been going on. Comcast continues to give us the run around with no resolution saying the elevated the issue to level 2, what ever that means. If we have a resident stuck in the elevator or have a resident with a medical emergency while in the elevator they will not be able to call for help. The lines say that they are disconnected when we call but yet we have been paying for these lines since May of 2022 without missing a payment. These are the lines numbers below.*****************-636-2917, ************, ************, ************, ************, and ************ This is the ticket number Comcast gave us The ticket # CR153237934 I can be contacted at ************ or my assistant *********************** ************ Thank you for your support in this matter.*******************

  Business Response

  Date: 08/23/2024

  August 23,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:      *******************
              ********************
              *****,********
  
              Case Number:                      22047393
              Date of Notice:                     July 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *******************, on behalf of *************************** (the Business), regarding Comcast Business service.
  
  On July 18 and 24, 2024, a service visit was completed, at which time the technician confirmed that the phone numbers in question were AT&T numbers and not Comcast numbers. On July 29, 2024, a change of service was completed, and the Business was provided with seven new Comcast Native phone numbers. In addition, a diagnostic test indicates that the new numbers are working phone numbers.  Unfortunately, I have not been able to contact anyone at the Business to confirm that services are working to their satisfaction.
  
  Effective August 20, 2024, the account was backdated and credited for phone service between July 29, 2024, and March 15, 2023.  A notification of the credit was sent to ************************,and will be reflected on the September 11, 2024, billing statement. We apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  **************
  

• 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.

  Unable to cancel Comcast Xfinity Services online. They offer you a Chat Bot, which tells you to call a number. This is absolutely irresponsible. Not allowing people to cancel online is unethical.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *********************
              ***************************************
              *************, ** 94109
  
                  Case Number:                      22047011
              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 July 26, 2024, I spoke with *************** regarding a disconnection request. That same day and prior to speaking with ****************, the disconnection request was processed by a customer service representative. On July 29, 2024, the account was fully disconnected and backdated with an effective stop billing date of July 26, 2024. This will reflect on the August 1, 2024 billing statement.
  
  During our conversation, I sent **************** information regarding different ways to request a disconnection of service. 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:07/26/2024

  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.

  My account was closed over 3 years ago and im still receiving emails saying i still have an active account and that i need to pay.

  Business Response

  Date: 07/26/2024

  July 26, 2024

  Good Afternoon,

  We received the attached case today however there is not enough information for us to locate an account. Can we please be provided the customer's full address and account number? Have a wonderful day!

  Thank you,

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

  Customer Service Operation
  ******************** Regulatory Compliance
  

• 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.

  I applied for my service to be transferred three weeks ago on said date 7/23/24 terminate old address and set up new address I spoke to an individual who had me on the line almost 40 minutes.then she said she would call me back to complete the order called 2 hours later said I was all set.low and behold I was not. I waited for service no one came I called again told I would have Service technician out to my address the following day @ !:00. This also was a false hood no one was coming. I spoke to an inept people for long periods of time to no avail. Then I called and finally get the right person only to be told I had two accounts the previous people never cancelled the first account. This fully accomplished person working Comcast got all data changed to my new address. she set up the account then told me I cannot get any service until 7/31/2024. This is totally unacceptable. I requested these changes over two weeks ago. Why should I be penalized for their acts of not performing the Job. I work from home have been a loyal customer to you my bill gets paid monthly through my credit card. I need to have this service done in my home at your earliest convenience. I did every thing right including calling weeks in advance to have service transferred. Please make this situation right a consumer who needs help. Any thing you can do to expedite this situation I would appreciate it.

  Business Response

  Date: 08/06/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       *************************
              ******************
              **********************
  
                 Case Number:                     22047069
              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 July 26, 2024, I spoke with ******************** regarding a delay in a transfer of service. ******************** requested a transfer of service to her current address on July 8, 2023; for July 25, 2024. However, an error occurred, and a technician was not routed. On July 25, 2025, a second transfer order was placed, and services were successfully installed on July 31, 2024. ******************** subscribed to Comcast *********** Gigabit Internet speed, and Xfinity voice premier at a promotional monthly rate. I followed up with ******************** on August 1, 2024, and verified services are working.
  
  On August 1, 2024, ******************** completed an upgrade from ********** to *********** at a promotional discounted monthly rate; effective July 31, 2024, to July 30,2025. The second promotional term starts July 31, 2025, to July 30, 2026, and then retail rates will apply. On August 1, 2024, a courtesy credit was applied to the account that will appear on the September 1, 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