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

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  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:07/25/2024

  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 use Xfinity as my internet provider. I need copies of all statements for all charges for 2024. I have spent a couple hours trying to download statements from the Xfinity website with no success. I have tried to use the chat feature with no success. There is no number listed on the website to call for assistance. I would like the statements emailed to me at the email for my account.

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***********************
              ***********************************************
              ***************************
  
              Case Number:              22045075
              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 Mr. ********************************** August 1, 2024, I communicated with ************* via email and sent him his January 2024 to July 2024 billing statements via email, as requested. 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:07/25/2024

  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 get weekly comcast mailers clogging my physical mailbox. Please put me on do not contact. Comcast has been a terrible ISP and I would never switch back.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  

  
  Better Business Bureau
  *************************************************************************************************************
  **************************
  
  
  Re:       *********************
               **************************************
               *****************
  
               BBB File Number:         ********
               Date of Notice:             July 25, 2024
  
  Dear *** or Madam:
  

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

  Mr.****** address was added to the Do Not Mail list on July 30, 2024. While it is possible that ************************* can receive mail for 60 days after this date, Comcast will refrain from mailing literature for sales purposes after that period.
  I am providing my contact information, should there be additional questions or concerns.
  

  Sincerely,
  
  **********************
  Regulatory Compliance Team
  **************

• Initial Complaint

  Date:07/25/2024

  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 was notified in April that my xfinity internet bill was going up from about $75 to a little over $95 I called immediately and asked to cancel my service. The woman I spoke with said she could reduce my speed since I live alone and it would be around $72. I said, "Fine, do that" and they said they would email me confirmation. Early May I had a Discover charge for the $95 charge. I called Comcast for sure cancelled my service. The **************** person said if I brought in my equipment they would remove the charge and I would not owe anything. The charge did not get removed from Discover so I filed a grievance with Discover. The charge was removed later in May. A few weeks later, I got a paper statement. I assumed there was a cross in the mail but I called Comcast on June 25th and spoke with ****. She took it to something like the escalation department and she assured me all charges would be dropped. I asked for an email confirmation and she said she would send it. I never received it and today July **************************************************** collections. How surprised I was as my credit score is 828 and I always pay my bills. It is not about the $61 Comcast says I owe. It is about them telling me multiple times I would not be charged since I tried to cancel in April before the charge went up. Although I offered to pay a charge I think I do not owe, the ****************************** at Southwest Credit told me not to pay at this time. I have been lied to and duped into thinking Comcast was doing the right thing. They say I owe for part of a month and I told them today I would pay for that part at the $72 rate. They were not acceptable.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  *********************************************************************************
  
  Case Number:22045008
  Date of Notice:July 25, 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 March 30, 2022, **************** accepted a 24-month promotional rate for the Blast! Internet service. The promotion included a 12-month contractual agreement effective March 30, 2022 through March 30, 2023. The promotional rate was effective March 30, 2022 through April 19, 2024. At that time, the promotion transitioned to the third-year promotional rate valid through April 19, 2025. This resulted in an increase in the monthly rate. At the conclusion of the promotion standard retail rates would have applied. The promotional rate did not include additional services, equipment, taxes, or fees which were subject to change. The account also reflected the Xfinity Flex Video streaming service and one Xfinity Flex Video streaming TV box at no cost. 
  
  The April 15, 2024 billing statement reflected the price transition to the third-year promotional rate as outlined above. **************** was enrolled in automatic payments with the balance owed on the April 15, 2024 billing statement scheduled to process on May 8, 2024. There are no records of **************** accepting a new package once the third-year promotional rate went into effect. As Comcast bills in advance, the April 15, 2024 billing statement was for the service dates of April 20, 2024 through May 19, 2024. 
  
  On May 9, 2024, the automatic payment posted to the account for the amount due on the April 15, 2024 billing statement. That same day, **************** requested to disconnect the account and the request was processed as requested effective May 9, 2024. The disconnection of service resulted in a credit balance for services billed from May 9, 2024 through May 19, 2024. This reflected on the May 9, 2024 billing statement. The equipment associated with the account was removed on May 11, 2024. 
  
  On May 23, 2024, the May 9, 2024 payment was returned by the financial institution and reapplied to the account balance. This resulted in a balance owed for services billed through May 8, 2024. This is reflected on the June 9, 2024 billing statement. 
  
  On July 8, 2024, the final balance owed was charged off to collections. This reflected on the July 9, 2024 billing statement. The collection notice received is valid. Payment or proof of payment is required to clear the balance owed. 
  
  To address any additional concerns, contact with **************** is necessary. 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: 08/13/2024

  I have a job from 7:30 to 5:00  I am unable to take phone calls during that time.  I received messages from *** and ***** (same person I believe) and tried to return the calls on about ten occasions.  Most of the time the voice mail was Full but on two occasions I left messages.  I suggested he give me a time window when he could call and that I would make sure I could take a call.  I was not given this time frame. 

  In response to their email,  I am trying to read and respond to their email but appear unable to read it in order to respond to the specific details.  

  I can tell that I was not told of a promotional fee and that when I called in April to cancel so that my payment not go up, I was not informed that I would still be charged around $95.   I am not sure how to respond to the details of Comcast's email because I don't know how to see the details. I have asked on numerous occasions to be contacted in writing and have not gotten an email.    

  Customer Answer

  Date: 08/14/2024

  Please call and leave a message with a 15 minute window to accept a call.  I will make sure I am available during that time.  Thank you.  *****

• Initial Complaint

  Date:07/25/2024

  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 having issues with my interest service. The customer service *** informed me my router was out of date and they are running a promotion that can lower my bill. The promotion involved getting an I pad. The *** promised me my bill would decrease. The first month I notice my bill was high. I was told its because I didn't return my old equipment. I then returned equipment and my bill. Then I received a notion of delinquency for mobile service. I called and explained I was miss informed. I was told they can cancel the service but I will still be charged for the I pad. I asked can I return it and they said no. No I have to pay for the I pad which is 25 dollars a month.

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *************************
           *********************
           *********, ** 20186
  
           Case Number: 22044974
           Date of Notice: July 25, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. ************************************ May 18, 2024, ****************** purchased an iPad. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and maintain unlimited data services for 24 months. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ****************** did not satisfy the promotional requirements because he canceled service on July 25, 2024. 
  
  On July 26, 2024, I contacted ****************** and explained the above information. I agreed to allow ****************** to return the unused iPad for a full refund. I explained that once the iPad is received in like new condition, the original device payment made on May 18, 2024, would be refunded. On July 26, 2024, as a courtesy, I applied a one-time credit to remove the service charges due to no usage. A return label was emailed to ******************. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions 
  ************** Extension 3052722
  

• Initial Complaint

  Date:07/25/2024

  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've signed up for internet with Comcast Xfinity back in early 2023. At some point they started charging me extra for exceeding the data plan. In May or June 2024 I upgraded to unlimited data plan that costs $50 per month.In the July 2024 Comcast bill I was charged for the unlimited data plan $50, and I was still charged for exceeding the data plan, $100 more.I called Comcast on July 19th 2024 to see why I was being charged both for unlimited data and for exceeding the data plan. The agent explained to me that the only way to not be double charged is to change my plan to xFi Complete. I asked what would that entail and she said nothing will change except I'll get $5 discount. She then sent me an authorization link for the change. I clicked it while on the call with her and saw that it mentions new equipment. I said that I don't want new equipment, I want to continue using my own modem, she said it's not a problem and that they won't send me new equipment.On July 23rd I received new equipment. I called Comcast and tried submitting a complaint about being lied to on July 19th when the agent promised there won't be new equipment, the agent took notes, promised me I'll get a confirmation email with the complaint details within 30 minutes, but I didn't get any email. That agent provided false information. Then on July 24th, the internet (connected to my old equipment) stopped working. I called Comcast and explained the agent I want to keep using my old equipment. He said that's no problem and that I can call tech support and just re-register the old equipment, and that nothing else would change. That was a lie too, I called tech support and they said that the only way to to use my old equipment is to cancel xFi complete, which means I won't have unlimited data.

  Business Response

  Date: 08/20/2024

  August 20, 2024                                                                                               
  
  Attn: Complaint Department
  Better Business Bureau
  *********************************************************************************************************
  ************, ** 19103
  
  
  Re:      Eran *******
              *****************************
              *********, FL *****
  
  BBB File Number:    22044914
  Date of Notice:             July 25, 2024   
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau, by *************************** July 22, 2024, Mr. ******* began subscribing to Connect Internet at a monthly contract discounted rate and xFi Complete at a promotional monthly rate.[1]
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all its residential Xfinity Internet customers in Mr. *******s area.  Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 427 GB per month.  Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each,with total overage charges capped at $100 per month.  Alternatively,customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[2]  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.
  
  Mr. ******* exceeded his 1.2 TB usage threshold in January 2024 and received courtesy month credit for this overage. Mr. ******* again exceeded his 1.2 TB usage threshold in February, March, April, and May 2024 for which he incurred overage charges.  On June 25, 2024, Mr. ******* signed up for the unlimited data plan. Subsequently on July 22, 2024, Mr. ******* signed up for the xFi Complete promotion,which includes the unlimited data plan, and has not incurred (and will not incur) any data overage charges for his data usage from June 2024 forward.
  
  Please note that customers are permitted to use approved third-party modems for their Xfinity Internet service, and there is no additional charge for doing so.  The $30 per month unlimited data option described above is available to customers; regardless of whether their device is leased from Comcast, or if it is an approved third-party device. However, to enjoy all the xFi features, including xFi Advanced security,customers, who add the xFi Advantage feature to their account must lease an xFi Advanced Gateway (XB6).
  
  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity ******************** Agreement,[3] Xfinity Internet Broadband Disclosures,[4] as well as its Xfinity Internet Additional Terms[5] and Xfinity Internet Acceptable Use Policy,[6] which all Xfinity Internet customers agree to abide by as part of the ********************** ******************** Agreement.  In addition, details of the policy and frequently asked questions are available for review online,[7] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy, during the first week of their contract. 
  
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to Mr. ******* when he was approaching, had reached, and exceeded his 1.2 TB threshold.
  
  On August 1, 2024, a Comcast Executive Customer Relations representative spoke with Mr. ******* to address his customer service and billing concerns. Mr. *******s June 27, 2024, billing statement reflected a one-time charge for May 2024 data overages, a prorated charge for the June 2024 unlimited data plan, which was added on June 25, 2024,and a charge for the July 2024 ************** plan, due to Comcast billing for service one month in advance.
  
  On August 5, 2024, a Comcast ***************** Assurance technician spoke with Mr. ******* to advise him of the above information. The technician verified that Mr. *******s modem is properly assigned and provisioned for his account and that the data usage recorded for the *** address associated with Mr. *******s modem is correct.  The technician provided his direct contact information so that Mr. ******* can contact him with any further questions or concerns. 
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  
  [1] This promotional monthly rate does not include additional equipment charges, service charges, or applicable taxes and fees.  Additionally, this monthly rate includes a $10 monthly discount for Mr. ******* voluntary enrollment in Comcasts automatic payment and paperless billing options.
  [2] ***************************************************************************; For courtesy months, any overage charges are credited on the customers billing statement.
  [3] *************************************************************************************
  [4] ****************************************************************************************
  [5] *********************************************************************************
  [6] ****************************************************************************************************
  [7] *********************************************************************

• Initial Complaint

  Date:07/25/2024

  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.

  Hi this is *******************,I had a big problem to use Xfinity mobile service.On May 19, Xfinity mobile sales told me if I order new phone service then I can get $10 credits for my internet service. She said now had a promotion for free using phone for a year and I can return the phone to local store in one year without any charge. All conversation had been phone recorded. I agreed the order because I can get the discount for internet and cancel any time in a year. I just want the promotion for internet service. The sales didn't send me any contract to me.July 3, I felt I don't need the phone and asked to cancel the phone service and they mentioned I can return to the warehouse, but they didn't give me label to return. After that I called again to ask return label and they said I can't return the phone because it passed 14 days and have to buy the phone by full price $699. I never told this 14 days return policy by any text message or email or talk. I don't need the phone and never use it. I called Xfinity mobile service 5 times from July 3 to today. No one can give me a solution and even the supervisor was rude. I received a $43 bill from this phone service yesterday which doesn't make any sense.I felt they provided wrong information and misled me to accept the phone service. I just want to return the phone which I never use it. It just sleeps in the box. If they told me about 14 days policy, I won't agree this order.I just want or return this new phone and done. Please give me a solution.Huajun

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  Better Business Bureau
  *************************************************************************************************
  **********************
  
  Re:*******************
  , OR 97209
  
  Case Number:22044678
  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.
  
  On July 30, 2024, I spoke with ********** regarding her Xfinity Mobile concerns. On May 19, 2024, ********** purchased a ****** Pixel 8 under a 24-month payment plan, eligible for the On Us promotion. To qualify for the On Us promotion and receive a monthly credit equal to the device payment, you are required to transfer in an existing phone number within 30 days of purchase and keep the line active for 24 months. ********** did not qualify for the "On Us" Promotion as a phone number was not transferred in.
  
  ********** began being billed for the services on May 24, 2024, even though she did not activate the device, as it was 7 days post shipment. If you dont activate first, your billing cycle will begin seven days after we ship your device. On July 3, 2024, ********** contacted Xfinity Mobile to return the device. Education was provided there is a 14 day return period and ********** was outside of that period and a return could not be processed. The return policy was disclosed in the customer agreement and can be found at ********************************************************************. On July 3, 2024, the line was ceased to stop billing per ************** request. On July 27, 2024, ********** shipped the device back to ********************** and it was received in at the Xfinity Mobile warehouse on July 31, 2024, and graded in like new condition.
  
  On July 30, 2024, as a courtesy, the remaining device payment was accelerated to the July 24, 2024 through August 23, 2024 bill cycle and a credit was applied to the account to remove the charge. On July 30, 2024, a refund was initiated to ************** payment method on file for the original order. We will follow up with ********** to ensure receipt of the refund. On July 30, 2024, a credit was applied to the to the July 23, 2024 statement for the device payments and service charge. On July 30, 2024, a credit was applied to the July 24, 2024 through August 23, 2024 bill cycle for the remaining balance. At this time, the account is closed with a zero balance. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions 
  
  

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my account on July 8th, 2024 and was told there would be an early termination fee for my contract. This is because I was apparently entered into a contract from August 2023 - 2025. I explained that I was not aware of being in a 2-year contract, nor would I have ever agreed to one considering I only needed the contract for my senior year of college. Having already accepted a job in ******** after college, I would have never agreed to this. While on the phone with the customer service representative, I explained my situation and that the sales tactics used when I signed up for internet services were deceptive. She agreed to leave comments on my account and that the fee would likely be waived. I am now being charged $130.27 for an early termination and customer service is trying to tell me that there were no notes left on my account. This is a deceptive business practice. The sales team needs to be educating their customers on the contracts they are entering instead of simply shoving numbers in front of their face. I would like my bill to be adjusted and brought to $0 to reflect this. I was on the phone / chat room with customer service for over an hour and got absolutely nowhere. It seems that they are either poorly trained or told to waste your time so that you will stop calling them. Please help me see that this is fixed shortly. It is unclear to me why a company of this size would value $130.27 over their reputation.

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:  *********************
          ************************
          ***********, IN 47404
  
          Case Number:   22043892
          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 service.
  
  On July 26, 2024, I spoke with ************** regarding an early termination fee concern. Our records indicate that on August 19, 2023, ************** subscribed to a 36-month transitional promotional rate with a 24-month contractual agreement for the Fast Internet. The first-tier base monthly rate was valid from August 19, 2023, through August 18, 2025. The second-tier base monthly rate for the promotion would have been valid from August 19, 2025, through August 18, 2026, after which the standard retail rate would have applied. 
  
  The term agreement was valid from August 19, 2023, through August 19, 2025. The term agreement included an early termination fee that was applicable if a disconnection of the account was completed prior to the end of the term agreement. Customer approval for the package pricing and agreement was received via text message on August 19, 2023. 
  
  A voluntary disconnection of **************** account was completed on July 18, 2024, with a stop billing date of July 8, 2024. As a result, an early termination fee was billed to **************** account on July 18, 2024, for the remaining 14 months of the agreement. A review of the account indicate that on July 8, 2024, while speaking with a representative regarding the disconnection request, he was advised that the early termination fee would be valid. 
  
  On August 1, 2024, I applied a one-time courtesy credit to **************** account for the remaining balance owed. The credit will reflect on the billing statement dated August 18, 2024. Due to the account not reflecting a credit balance, no refund will be issued. 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:07/25/2024

  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 contacted Comcast Business 5/20/2024 on behalf of *********************** *** to have our company's internet (account number ******************** cancelled due to moving to a different location outside of their area. I was informed that the account would be closed and a confirmation email would be sent. *****************************, with accounts payable, said that she did not receive an email so I called back the next day and was told that it had not been closed, but that they would close it for me. Again, we did not get an email so I called a 3rd time. This person told me that the account was set to close, but that we had to send back the modem. I was advised as to how to return the modem which was done the following week. Yesterday we received a bill stating that we had a past due balance for ****** services and also billing us for **** services.

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:                   Case Number:                      22001749
              Date of Notice:             July 26, 2024
  
  
              *************** and Company
              ****************  
              **********, LA 71103
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Comcast Business Service.
  
  Our record indicates that ****************** requested the disconnection of their business account on May 22, 2024, and the disconnection form was sent via email to *****************. The DocuSign expired on June 22, 2024, because the DocuSign (disconnection form) was never signed preventing the account from being disconnected.
  
  On July 29, 2024, I communicated with ****************** and scheduled a disconnection of service effective June 22, 2024, as requested. The account was disconnected with a bill stop date of June 22, 2024, because a 30 notice is required to disconnect the account. Article 5.1 regarding the 30-day notice required when disconnecting services, can be found in the  Terms and Conditions (****************************************************************)and on  page 5 of her service order agreement
  
  A final billing statement Dating July 30, 2024, will be sent to the customer. the bill will indicate the account was credited for service from June 22, 2024, to august 08, 2024 because on the last bill ****************** was charge for service up to August 08, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  
  
  
  
  

  Customer Answer

  Date: 08/30/2024

  I was on vacation when the response from the business was sent, then I was in the hospital for a week, therefore I did not receive your email until after you had already closed out the case. How is it that I was only allowed just over a week to respond, but the business (Comcast) was allowed longer? I was never sent that form originally. It was sent to an old email address that they had on file from 12 years ago, even though I gave them my email address as well as our accounts payable email address. They finally sent it to me 2 months later when I found out that it had not been closed and we were still being billed and I escalated it to a supervisor who then called me and requested my email address.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity have charging me for cable I haven't had any service over year or more I am only using Internet service I have been on the *** program they have been helping me with my bill but that program is no longer available all I want is Internet service and for them to waive this bill every time I call the company put me on and never come back

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
    Re:     ***************************
              **********************
              ********, ** 31419
  
              File Number:                 22044489
              Date of Notice:             July 25, 2024
  
  To the Commission:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************.
  
  ****************** subscribed to a three-product bundle package which included ************ Fast Internet, and Xfinity ************* at the retail rate.[1]
  
  Xfinity Internet customers who are past due and are enrolled in the Affordable Connectivity Program are automatically transitioned to the Affordable Connectivity Program Xfinity Assistance Plan. Under the Affordable Connectivity Program Xfinity Assistance Plan, any Internet service will continue with a lower price, which includes broadband Internet speeds of 100/10 Mbps and all equipment. Xfinity TV and *************s are not included in the Affordable Connectivity Program Xfinity Assistance Plan and are suspended unless the past due balance is paid in full.[2] Ms. ******** account reflected a past due balance, for which payment was due immediately. Because Ms. ******** account continued to maintain a past due balance, it was transitioned into the Affordable Connectivity Program Xfinity Assistance Plan on November 1, 2023.
  
  Because Ms. ******** account continued to maintain a past due balance for which Comcast did not receive payment, her Xfinity services will be suspended for nonpayment due to the *** program ending and the account no longer being enrolled in XAP.
  
  On July 30, 2024, a Comcast Executive Customer Relations representative spoke with ****************** to advise her of the above information and discuss her concerns. I provided ****************** with a detailed billing explanation. A $765.67 XAP credit was applied to the account which appeared on the March 9, 2024 billing statement. On March 10, 2024, an additional $45.98 XAP credit was applied to the account which will appear on the April 9, 2024 billing statement.
  
  The *** program ended and XAP was removed from the account on May 10, 2024. At that time, Ms. ******** original services and associated charges were restored. The change is reflected on the June 9, 2024 billing statement which included a past due balance owed. A payment was not received and Ms. ******** next billing statement dated July 9, 2024 reflected a balance which included past due charges. The balance on the statements were accurate.
  
  On July 30, 2024, ****************** repackaged the service and accepted a 24-month promotion for a two-product bundle package which includes ********* and ******** The promotional rate is effective from July 30, 2024 and will expire on August 21, 2025. Once the promotion expires, the retail rate will apply. The package is eligible to receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. The change of service will be reflected on the August 9, 2024 billing statement.
  
  ****************** was advised a payment is necessary to avoid the account being suspended for nonpayment. A credit to the account is not warranted and has been respectfully denied.
  
  The representative provided her direct contact information so that ****************** can contact her with further questions or concerns.
  
  Should you have any questions, please feel free to contact me.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  **************
  
  cc:        ***************************
  
  
  
  
  [1] Internet Essentials 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 with download speeds up to 50 Mbps for $9.95 per month. In February 2022, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus with download speeds up to 100 Mbps for $29.95. More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.
  [2] Customers that have ********************** ************* can still make 911 and other three-digit dialing (N11) calls.

• Initial Complaint

  Date:07/25/2024

  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 signed up for xfinity mobile service in Jan 2024. One of the promotions was to receive 2-100$ **** cards if I brought 2 lines,paid my bill, be in good standing. I did all of that. I should have received the cards in June. I did not receive. I called and they told me I was disqualified that I changed my service. I did not change my service. I still have xfinity mobile ,it is autopaid,I'm in good standing. They are supposed to be investigating it and each time I call I am told they are still looking into it.I deserve those cards, I did everything I was supposed to do.

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  Better Business Bureau
  *************************************************************************************************
  *********************
  
  Re:       *****************************
              *************************************
              ****, ** 17404
  
                  Case Number:                      22044048
                  Date of Notice:             July 24, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On January 28, 2024, Ms.***************************** purchased a **************** and service for a customer-owned ******* Galaxy A12. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion, customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame. 
  
  ********************** did not satisfy the promotional requirements for the **************** because it was a new device.
  
  ********************** satisfied the promotional requirements for the ******* Galaxy A12, but the promotion did not reflect on the account. On July 16, 2024, **************** was sent a **** Prepaid Card,and she can expect to receive it in 2-4 weeks.
  
  Upon receipt of this complaint, I contacted ********************** and explained the above information. ********************* confirmed she received the **** Prepaid Card when we spoke on July 31, 2024. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  ************** Extension 3052840