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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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  Comcast, Inc.

  1401 E Miller Rd Lansing, MI 48911-5322

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:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was impacted by the hurricane as of July 8th I was offered an apt by Xfinity to repair my service lines that are down by the storm, and they never showed up then I called corporate and escalated my case to a manager she called and had no resolution and closed the case and never responded to my emails then I called the corporate office again today and spoke to someone in the *********** and created another case and was given another case number . I have not had service for 16 days now and they will not help me, and I have called and emailed and I'm getting nowhere. They just want me to pay and have called me to only tell me they have disconnected the service, but I don't even have service. PLEASE HELP. A company should not be able to treat and operate business like this

  Business Response

  Date: 08/06/2024

  
  August 6,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              **************************
              ********,** 77586
  
                  Case Number:                                      22036148
              Date of Notice:                         July 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Comcast is aware of the continuing impacts of Hurricane *****, in the *******, ***** area and the safety of the residents and our employees is our number one priority.
  
  Upon receipt of this complaint, I contacted *************** to discuss her concerns and apologize for any inconvenience or frustration she experienced attempting to receive updates on the area outages due to the hurricane. I confirmed updates are easily accessed via the Xfinity App or online at xfinty.com/outages.
  
  Our records indicate Ms. ******* services are presently online and all signal levels to his home and equipment are within specification. On July 30, 2024, **************** spoke with a supervisor and confirmed services were restored.
  
  On July 30, 2024, a credit was applied for the loss of service. This credit reflected on the August 2, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 08 April 2024 I decided to try and reduce our satellite bill so I decided to try Xfinity / Comcast. They are the same company. I set up the install and paid a $50 deposit. They came and installed the equipment and I was happy until we started using it regularly. Download and upload speeds were bad. The stations were constantly buffering and we kept losing signal. They replaced the modem but it didnt help at all. I was fed up after about 2 weeks so i cancelled after 2 weeks. we were billed for $148.26 which I paid on 01 May 24. I had to return the equipment to the *********** on 16 May 24. Xfinity policy dictates and a Xfinity service tec told us that if a customer cancels within ************************************************************** I haven't received any refund. They keep billing me for $29. They sent my $29 bill to a collection agency so now I have to deal with that also. I want my $198.26 I paid them.

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:      
                  Case Number:                      22036147
              Date of Notice:             July 24, 2024
  
  
              *******************
              1370 *************************
              ************, IN 46151
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 25, 2024, I began corresponding via email with ************** regarding his concern. Our records indicate that Mr. ****** account was active on April 11, 2024. Payments were received to the account on April ****** and April 29, 2024.
  On May 9, 2024, the account was disconnected and a prorated credit adjustment for the May 9, 2024 to June 10, 2024 service charges was applied. The prorated adjustments and remaining balance were reflected on the May 9, 2024 billing statement. Inadvertently, adjustments were not applied to the account honoring the ****** guarantee. The account was referred to a collection agency on July 9, 2024.
  On July 24, 2024, a one-time credit was applied honoring the 30-day guarantee to refund the payments received. The credit left the account with a credit balance which will be refunded back to **************. The refund was released on July 26, 2204. An email from ********************************************** will be sent to ************** with instructions on option of how to receive the refund within 7 to 10 days. ************** can contact ************** with any questions regarding the refund. The collection agency records were updated on July 24, 2024. ************* was provided with a confirmation ****** from the collection agency. 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,
  
  
  Gay R.
  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. 
  
  Regards,
  
  *******************
  
  

  Customer Answer

  Date: 08/08/2024

  The business removed my account from collections and issued a full refund. Thank you

• Initial Complaint

  Date:07/24/2024

  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 Internet Services. The detailed complaint is uploaded as a supporting document.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:      ***************************
              ******************************************
              *********************
  
              Case Number:                      22035756
              Date of Notice:             July 24, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 24, 2024, I spoke with ******************** and confirmed that on July 8, 2024, a technician was sent out which completed the failed self-installation order. When a customer self-installs service, and a technician is sent out due to service issues within the first 30-days, the customer is charged a failed self-installation fee (professional installation fee).
  
  If a customer requests a technician, and the issue is due to customer-owned equipment, such as computers, which *** have compatibility issues, ****** Best Mesh routers, a third-party product and equipment, customer-owned TVs or other equipment,inside wiring or if the customer did something to cause the service not to work, there is a fee that will be applicable. ******************** was charged a professional installation fee on July 8, 2024, which reflected on the July 22,2024, billing statement.
  
  On July 24, 2024, I spoke with ******************** wherein a service visit to address the service issue was declined.
  
  On July 24, 2024, as a courtesy,a credit was applied to waive the installation fee charged on July 8, 2024. The credit will reflect on the August 22, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/24/2024

  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.

  The issue is coming from the Xfinity Mobile section of the Comcast corporation. I have been trying to port my phone number that I had with them to t-mobile, I spent around 9 hours trying to get a *** that allows me to transfer my number. Their website does not allow me to request the *** and it requires you to do it through their mobile application. When you do request the *** it wants to send you a text message which I cannot receive from them because they do not offer service in the area that I moved to. I spoke with multiple chat agents that provided me with incorrect information and assured me that I would be able to get the *** via their customer service line and provided me with their number. The last customer service chat agent I spoke with their name was ******.I then contacted their customer service and spoke with a ****. **** got me in touch with someone who they said was with their port escalation team. They took me through a verification process and provided me with a *** which was 0000 and told me that I would be able to use that *** to transfer my numbers to a new provider. This *** appears to have been made up and when I called t-mobile I was unsuccessful in porting the number and t-mobile conferenced another xfinity representative in on the call to assist. That representative was attempting to help me, after multiple attempts at trying to send me a text message for the *** I needed, she told me there was an issue on the line and she needed to call me right back, I provided her with my number and she ended the call. She never called me back. I then received emails from xfinity saying my service had been suspended and my devices were no longer active. So I have been paying for a service I cannot even use now unless I travel 50+ miles to speak with someone in person with no guarantee they can actual help. I was told earlier in the day that they couldnt help me unless I paid my bill, I did, and they still couldnt get my account to function.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*********************
  **********************************************************************
  
  Case Number:22035738
  Date of Notice:July 24, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *********************.
  
  Xfinity Mobile customers are required to provide the phone number being transferred, a six-digit Security PIN, the ********************** account number, and the *** Code to a service provider before the port out can occur. The Security PIN adds another layer of security to the porting process. Xfinity Mobile customers can request that a Security PIN be sent by text message (SMS) to any active line of service by visiting My Account online or any ********************** Retail store. 
  
  On July 23 and 24, 2024, Xfinity Mobile received multiple requests from T-Mobile for the port of Mr. ******* telephone numbers. The requests did not contain the correct Security PIN, and they were returned to ************************ with explanatory error codes. 
  
  Between July 25 and 30, 2024, I spoke with **************** to advise him of the above information and assist with the port of his telephone numbers. On July 28, 2024, Xfinity Mobile received an updated request from T-Mobile for the port of Mr. ******* telephone numbers, and the telephone numbers were promptly ported. I provided my contact information **************** should he have any additional questions or concerns.
  
  Sincerely,
  
  
  ********** 
  Xfinity Mobile Executive Relations
  
  

  Customer Answer

  Date: 08/13/2024

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

• Initial Complaint

  Date:07/24/2024

  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.

  ESCALATED ISSUE # 1 HOME SECURITY SYSTEM NEVER WORKED As a customer of ********************** for several months your database can provide all the evidence of the following defective HOME SECURITY issue,I have had approximately 10 techs to visit my home in an attempt to repair hm alarm which continually fails to work. Inspite of the Xfinity **** telling me give it another try well send another tech out etccheck your archives shows your history of excessive techs, phone calls, police calls & me returning home due to faulty alarm to home sensors blocking/ enabling me to readily use alarm, constant defaults annoying me and my neighbors etc..all due to according to your techs improper installment, faulty sensors etc ESCALATED ISSUE # 2 SCAMMED by XFINITY EMPLOYEE Ive had one of your representatives who called me randomly for since March 2024 offering a Senoir citizens or other discounts /incentives to reduce on my bill ( extremely compelling for me) a senior citizen! She was an authorized XFINITY EMPLOYER CALLING FROM THE AUTHENTIC XFINITY LINE AS SHE CONDUCTED MY BILL ******************* SEVERAL INQUIRIES ABOUT MY HM ********************************* SERVICES. She offered discounts,( sales pitches), incentive's calling me March - May 24 .., Doing this most recent (fatal call) She promised me that the process would only take (5) five minutes, but most importantly, she promised that I would not have to pay anything. YOU DIDNT NEED YOUR CHARGE CARD AND YOU AUTOMATICALLY QUALIFY. FOR THIS DISCOUNT IN YOUR MONTHLY XFINITY PAYMENT THIS WILL ONLY TAKE A FEW MINUTES TO PROCESS. SHE INSISTED. (At the end of the call -She stated I had to pay , dont qualify . Refused to let me speak to her manager, then put me on hold forv18 minutes after Insisted . Then hung up. Emails consisting of fraudulent billing , demands for payments, fraudulent delivery orders ( she even included her name on some of them)began flooding . My communication tonXfinity has been ignored .

  Customer Answer

  Date: 08/02/2024

  The Business has responded via giving me multiple calls daily  from their various departments. ( I speculate the calls are to satisfy their paper trail). Asking me to rehash case details continuously, with no resolve on their part. When I ask them to refer to the multiple letters I have sent , their phone calls end. Their generic Calls began  the day  I mentioned BBB ,

  The  consumer issue remains. 
  The home security/ cable & tv are still glitching/ troublesome.

  The Xfinity company fails to resolve or respond appropriately. 

  See previously submitted letter to BBB &  Xfinity 
  

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re: **** *****
  ************************************************************************
  
  File Number:                22035022
  Date of Notice:              July 24, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by **** *****. 
  
  Regarding the scam concern,Customer ****************** investigated **** ****** concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party.
  
  To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page[1]  and advises customers about common fraud techniques and ways to avoid them.[2] Insert language about notices weve put out on bills about relevant scams etc.
  
  In reference to **** ******* concerns regarding fraudulent charges, in the instances when an unauthorized charge is cleared by any financial institution, regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution.
  
  A Comcast Customer ****************** technician called **** ***** to explain the above. Unfortunately,all contact attempts were unsuccessful. The Comcast Customer ****************** technician left a message with direct contact information. Contact with **** ***** is required for further assistance with this matter.
  
  Regarding the Xfinity Home Security, on July 24, 2024, a Xfinity Home advanced team agent was informed by **** ***** that there was a pattern of the Xfinity Home (XH) not working and sending police. **** ***** advised the agent the Xfinity Home system is currently working without issues. On July 24, 2024, **** ***** informed the Xfinity Home advanced agent no further troubleshooting or technicians were required. Our back-end tools showed that **** ****** Xfinity Home Security system was fully online without any issues being identified. **** ***** spoke with a Supervisor on July 19, 2024, who scheduled a technician for July *******. On July 20, 2024, the technician documented that **** ***** was not home during the visit. On July 24, 2024, **** ***** acknowledged with the Xfinity Home advanced agent they were not home and that a technician was not needed.
  
  Our records showed that the police were last dispatched to **** ****** home on May 1, 2024, and **** ***** contacted the central station monitoring station and specifically requested authorities be dispatched. Our records showed that the last completed Xfinity Home technician visit was on July 10, 2024, where they replaced a sensor,replaced a camera, and provided education.
  
  On July 19, 2024, **** ***** spoke with a member of the Xfinity Home advanced team who applied a credit towards **** ****** Xfinity Home security service from February 17, 2024,through July 19, 2024. The credit will post to the August 2024, billing statement. On July 24, 2024, another member of the Xfinity Home advanced team spoke with **** ***** and provided details about the credit previously ********** further compensation was applied towards the Xfinity ************ as **** ***** advised that their system currently worked.
  
  Regarding the intermittent service concern, a Comcast Executive Customer Relations representative spoke to **** ***** on July 30, 2024, to discuss her concerns. **** ***** advised that the internet service issues were intermittent and sporadic. The representative offered to schedule a repair visit, which **** ***** declined. In reviewing the account, our records reflect the last service visit was scheduled for July *******, but no one was home. Unfortunately, we are unable to resolve the service issues **** ***** is experiencing without a repair visit. Contact information was provided should further assistance be required.
  
  Regarding the promotion offer concerns, a specialist with Xfinity Mobile's Executive Resolution team worked with **** ***** regarding Xfinity Mobile concerns from July 25, 2024, through July 29, 2024. **** ***** worked with an Xfinity agent on July 2, 2024, to determine if adding Xfinity Mobile services would reduce their monthly expenses. During the interaction several options were explored, however it was determined that adding Xfinity Mobile would not reduce **** ****** expenses and no order was placed or charges for Xfinity Mobile assessed. We apologize for any inconvenience **** ***** *** have experienced while attempting to resolve this matter.
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact us at **************.
  
  Sincerely,
  
  
  Customer ******************
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

  Customer Answer

  Date: 08/15/2024

  The information provided from the business was shocking and inaccurate. Xfinity did not address all of the issues with Home security but focused on selected areas of concern. Example my issue with home security involved more than 1o repairman and visits to my home , not just a simple matter of the police being trigger by improper seniors. The truth of the matter is that the equipment never worked since initially installed approximately five months ago. If it were just the simple issues the *** mentioned I wouldnt have found it necessary to write Xfiinity / Comcast & BBB . The equipment randomly breaks down since installatment . Their repair records speaks for itself. In fact since July 20 it malfunctioned and a tech arrived at my home on Aug 9th. I would think a company this large would report accurate information at least to BBB .This letter is certainly a red flag reflecting unethical practices. If one simply looks at my complaint letter you can see that their explanation is juvenile and does not address the issue fully. The equipment simply didnt and does not work yet I have paid every month. Again , as evidenced by their own repair  records . Obviously cable & internet is off and on as well . This is not quality service and denying the facts of this matter is not good customer service. In regards to reimbursement only 1 payment was deducted. Considering I missed 5 months of service paying over  $ 200 a month, how fair is that to a customer who purchased home security, ********************& cable in good faith.  Not to mention the hardship & suffering, peace of mind  ( safety factor regarding home security) Another issue was the Xfinity/ Comcast scammer again he left out the essential details . The caller captured my credentials, personal information. ( s security, checking account #, birthdate , address, email address etc..all via ,misrepresented what her company was offering and providing false  advertisement of their product(phone  discount ), to compel me during numerous calls .from the Xfinity/ Comcast authorized line. She then immediately sent scam emails , bills and numerous purchase orders stating that they were deducting money from my checking account.
  I reported & initiated investigation however  numerous agents not only gave me the run around , but dropped the ball . After numerous calls days , then weeks the security department responded but their actions were generic offering no real solution.  To top it all off, I ended up speaking to more than 12 different  representatives they all gave different perspectives regarding the scammers e.g , some denied she worked there, others saying she was a partner withXfinity , some stated there was nothing Xfinity could do about an Xfinity scammer ( the company had many components globally Xfinity / XFINITY MOBILE/ Comcast )and others just kept referring me to other departments - all to no avail. One thing they all had in common was to put me on hold( ***** minutes ) several times in each conversation. Bottom line : Home security system still malfunctions as explained, scammer situation was not handled, customer service is substandard and the above business reply was insulting ,  inaccurate and  totally unfair to the customer. 

  Business Response

  Date: 09/13/2024

  
  September 12, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *****
              *****************************************************************
  
  Case Number:                      ******** - Rebuttal
  Date of Notice:             August 15, 2024
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted to your office by **** *****.
  
  We take our customers security and privacy seriously and comply with all guidelines mandating the proper maintenance of information.[1] When Comcasts security teams identify a potential security risk to subscriber information, immediate action is taken to address the risk. Per Comcasts Acceptable Use Policy for Xfinity Internet, [2] subscribers are responsible for securing and managing their personal devices and home network.
  
  Customer ****************** investigated **** ****** complaint and the result of the investigation found no signs of compromise to the account.
  
  If a third party did gain such access, they may have done so by obtaining the account password outside of any system controlled by Comcast. To further investigate this matter, we would need to speak with **** *****, which we have been unable to do.
  
  A Customer ****************** technician made several attempts to contact **** ***** to explain the above information. Unfortunately, all contact attempts were unsuccessful. The technician provided their direct contact information should **** ***** have further questions or concerns regarding this matter. Contact with **** ***** is required for further assistance with this matter.
  
  Regarding the Xfinity Mobile promotion, our findings regarding Xfinity Mobile and the interaction on July 2, 2024, remain unchanged. **** ***** worked with a Xfinity agent on July 2, 2024, to determine if adding Xfinity Mobile services would reduce **** ****** monthly bill. During the interaction several options were explored, however, it was determined that adding Xfinity Mobile would not reduce **** ****** monthly bill. No order was placed for Xfinity Mobile service. No charges for Xfinity Mobile were assessed related to the July 2, 2024, interaction.
  
  On September 5, 2024, a Xfinity Mobile specialist spoke with **** ***** and explained the above information. Th
  
  Regarding the Xfinity **** Security related concerns, our records confirm the Xfinity **** system was fully online without any issues being identified.
  
  On August 15, 2024, a Xfinity **** representative spoke with **** *****, who confirmed that the Xfinity **** services are working.
  
  Regarding the intermittent service concerns, our records reflect that signal levels are within the appropriate specifications. Further review of the account indicates the last service visit was completed on August 9, 2024, for issues involving the Xfinity **** service.
  
  An Executive Customer Relations Specialist communicated with **** ***** *** email. **** ***** did not respond as to whether they would like to schedule a service visit to address the intermittent service concerns. The specialist provided **** ***** with their direct contact information should **** ***** require further assistance.
  
  We trust this ****** provides your office with the information required in this matter.
  
  Sincerely,
  
  
  Comcast Customer ******************
  **************
  
  
  [1] *********************************************************************************
  [2] ****************************************************************************************************
  

  Business Response

  Date: 09/13/2024

  September 12, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *****
              *****************************************************************
  
  Case Number:                      ******** - Rebuttal
  Date of Notice:             August 15, 2024
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted to your office by **** *****.
  
  We take our customers security and privacy seriously and comply with all guidelines mandating the proper maintenance of information.[1] When H**303039**3**93332Hs security teams identify a potential security risk to subscriber information, immediate action is taken to address the risk. Per H**303039**3**93332Hs Acceptable Use Policy for H313131393**030**3137H H31363031383**832**36H, [2] subscribers are responsible for securing and managing their personal devices and home network.
  
  Customer ****************** investigated **** ****** complaint and the result of the investigation found no signs of compromise to the account.
  
  If a third party did gain such access, they may have done so by obtaining the account password outside of any system controlled by H**303039**3**93332H. To further investigate this matter, we would need to speak with **** *****, which we have been unable to do.
  
  A Customer ****************** technician made several attempts to contact **** ***** to explain the above information. Unfortunately, all contact attempts were unsuccessful. The technician provided their direct contact information should **** ***** have further questions or concerns regarding this matter. Contact with **** ***** is required for further assistance with this matter.
  
  Regarding the H**3136333****2393135H promotion, our findings regarding H**3136333****2393135H and the interaction on July 2, 2024, remain unchanged. **** ***** worked with a H313131393**030**3137H agent on July 2, 2024, to determine if adding H**3136333****2393135H services would reduce **** ****** monthly bill. During the interaction several options were explored, however, it was determined that adding H**3136333****2393135H would not reduce **** ****** monthly bill. No order was placed for H**3136333****2393135H service. No charges for H**3136333****2393135H were assessed related to the July 2, 2024, interaction.
  
  On September 5, 2024, a H**3136333****2393135H specialist spoke with **** ***** and explained the above information. Th
  
  Regarding the H313131393**030**3137H **** Security related concerns, our records confirm the H313131393**030**3137H **** system was fully online without any issues being identified.
  
  On August 15, 2024, a H313131393**030**3137H **** representative spoke with **** *****, who confirmed that the H313131393**030**3137H **** services are working.
  
  Regarding the intermittent service concerns, our records reflect that signal levels are within the appropriate specifications. Further review of the account indicates the last service visit was completed on August 9, 2024, for issues involving the H313131393**030**3137H **** service.
  
  An Executive Customer Relations Specialist communicated with **** ***** *** email. **** ***** did not respond as to whether they would like to schedule a service visit to address the intermittent service concerns. The specialist provided **** ***** with their direct contact information should **** ***** require further assistance.
  
  We trust this ****** provides your office with the information required in this matter.
  
  Sincerely,
  
  
  H**303039**3**93332H Customer ******************
  **************
  
  
  [1] *********************************************************************************
  [2] ****************************************************************************************************
  

   

  H313131393**030**3137H **** 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; *** ********; NC: 2335-CSA; **: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; **: licensed by the ***************** of State ***********; OH: LIC# **-89-1732; OR: CCB ******; SC: BAC-*****, FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571; UT: 8226921-6501; VA: **********,DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211. Valid 3/1/24. See ********************************************************************** for current list.

  Customer Answer

  Date: 09/16/2024

  The companys response is rejected in that my previous letter stating the facts of this case still stand. The company again gives erroneous claims in regards to  their  communication with me about my Home  security system1) stating that they were unable to contact me  when  they did via phone & email . I responded each time diligently.2) They said I did not respond to service needed -I informed them that service continued to be off & on randomly, I explained it is humanly impossible to predict when home security equipment would malfunction  the track records speaks for itself. again all of this was addressed in all previous communication from me . The status of this claim has not change.The companys communication is generic on nature;very unprofessional in not excepting accountability for the failed product, ineffective customer service and communication. Please refer to initial letter of complaint as the status remains. 

  
   

  Customer Answer

  Date: 09/17/2024

  2/2continued from previous communication of 9/16

  RE: Complaint  *********** ********************************* XFINITY-Comcast

  Xfinity claims that they were unable to reach me and their pretense that the equipment is functioning properly is MISLEADING .

  
  See below:Additional documentations of some of the most recent communications I have had with XFINITY/ COMCAST- XFINITY MOBILE .

   

  1

  9/16 System malfunctioned . I was not at home 

  XFINITY Home: System Reset
  <[email protected]> To: <*******************************>
  Your alarm has been reset.
  Below is a summary of events related to this alarm. All times listed are in EDT time zone.
  10:26 PM System in Entry Delay count down 10:28 PM Alarm start
  10:28 PM Open: Upstairs Balcony Door 10:28 PM Central Station notified
  If you have questions about XFINITY Home, we are here to help.
  Mon, Sep 16 at 10:33 PM
  **** ***** <*******************************>
      Update your notification settings by reviewing your automations in the Xfinity Home mobile application
  See how you can reduce false alarms at *************************************************************************************** alarm/
  For any other questions or to speak with one of our representatives, please call 1-800-XFINITY

  #2 Communications with Comcast - Xfinity Executive  (series of emails & phone calls ,beginning August -September & week of October 12, 2024). I replied to email sent & returned each phone call. Example below

  
  
  ---------- Forwarded message ---------
  From: Comcast Executive Care<***************************************************************************************>
  Date: Tue, Aug 27, 2024 at 6:55?PM
  Subject: Comcast Executive Response / ESL04904214 / ***** / ****** *.
  To: *******************************<*******************************>
  
  
  Dear Ms. ******************************** have received your complaint sent to the Better Business Bureau regarding your service concern. Im attempting to reach you to resolve your issue as quickly as possible.
  
  
  If your preference is to correspond via email; in order to protect the security of your account information and expedite this process, please provide:
  Name on the account
  Service address
  Also, one of the items detailed below: 
  The account number.
  The last four digits of *********************** payment method.
  
  We look forward to hearing from you.
  
  
  
  ****** *.
  Xfinity - Executive Customer Relations
  Office: **************
  Office Hours: Mon-Fri: 8:00AM 5:00PM (EST)

  #3 My  immediate replies to emails & my return calls to XFINITY HOME SECURITY ******* consisted of several emails resulting in 2 phone conversations . Summary of his conversations consisted of  the same content as all other **** (asking me to reiterate the issues I ve had regarding malfunctioning of home security, scam etc..) .  listened yet offered no resolution . Again, all attempts from all XFINITY EMPLOYEES: vague, generic , scripted no resolution!Calls ended after I repeated that the malfunctioning continues as of date (, randomly & unpredictable) My factual claim remains the same . Again , I asked him to kindly  refer to demands listed on all previous communications me: full refund . See Email thread below: 

  Xfinity Home ESL04925317
  6 messages
  Xfinity Home Escalations <******************************************************************************************> To: ********************** <*******************************>
  *************,
  Wed, Sep 11 at 1:55 PM
  *******
  Xfinity Home Security Team ************************
  **** ***** <*******************************>
  To: Xfinity Home Escalations <******************************************************************************************>
  Thu, Sep 12 at 12:20 PM
  **** ***** <*******************************>
      I recently attempted to reach out to you regarding your Xfinity Home Security System concerns. We value your business and would like the opportunity to speak to you as quickly as possible. Unfortunately, our attempts to contact you have been unsuccessful. Please contact our office at your earliest convenience. I can be of assistance between the hours of 5:50 am and 2:20 pm Mountain Time.

  
    We talked at length minutes prior to you sending this email. You asked me to elaborate about the issues I am having and I did. The call ended earlier due to charge, as I informed you. If there was additional information other that what you
  presented yesterday. I am available by phone/ text or email. Thank you .
  [Quoted text hidden]
  Xfinity Home Escalations <******************************************************************************************> To: **** ***** <*******************************>
  Gwem,
  Thu, Sep 12 at 12:26 PM
    Correct, due to our phone call disconnecting as you stated you had a low battery I wanted to provide you with my contact information so we can continue our conversation when you were available, I am happy to follow up with you again today!
  Thanks
  [Quoted text hidden]
  
    **** ***** <*******************************> Thu, Sep 12 at 1:14 PM To: Xfinity Home Escalations <******************************************************************************************>
  1pm
  I was on the other line when you called just now immediately returned your call (as per voice message ) with no success,your system auto transferred me to automated options: xfinity assistance chat link.
  Is there a direct line or ext? [Quoted text hidden]
  **** ***** <*******************************>
  To: Xfinity Home Escalations <******************************************************************************************>
  Got it.
  I called you back just now ,reached your voicemail. Left a message.
  [Quoted text hidden]
  Xfinity Home Escalations <******************************************************************************************>
  To: **** ***** <*******************************>, Xfinity Home Escalations <******************************************************************************************>
  Thank you, I am currently with another customer and will follow up once I have

  Bottom  line.

  The hardship for me has escalated beyond doing without  the home security  which I am paying monthly for (for over 5 month)...

  These last 2 months I have had the additional stress of excessive paperwork, phone, emails, legal documentations only for Xfinity to call and ask me to provide a synopsis of  the concerns instead of rectifying the issue.
  

  Even my letters to BBB provide that the customer is doing all the work here while this company provides inaccuracies , fails in transparency ,blame their own customer for their products flaws, fails in  honesty and customer service. I should not be the only one providing fact based specific trouble shooting and honest communication, but I am. My demands still stand as in all previous communications from me  regarding refund (specifically detailed in initial complaints). 

  
  

  Business Response

  Date: 10/04/2024

  
  October 4, 2024
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       **** *****
              *********************,  
              ********,**, 31419
  
                Case Number:                    ********- R
                Date of Notice:             September 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the Better Business Bureau by **** *****.
  
  A repair visit was completed on September 17, 2024, with a Xfinity technician who replaced a defective drop connector. The signal levels are within range and the service is functioning according to specification. Contact information was provided should further assistance be required.
  
  On September 24, 2024, I spoke to **** *****, and she stated her security service is not working. **** ***** requested a visit from a technician. On September 25, 2024, a Xfinity Technician visited **** ***** and replaced the sensor, which is under warranty. This resolved the issue. On October 1, 2024, a follow up attempt was made to reach **** ***** to advise her of the aforementioned information but she was not available.  
  Should you have any questions or need additional information, please contact me at *******************************.
  
  Sincerely,
  
  ******* *.
  Xfinity ***************************

• Initial Complaint

  Date:07/24/2024

  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.

  I have experienced on going days of issues with comcast and when contacting the corporate office they are as rude as the local office. I have gone days and hours without being able to do my job and not being paid and was compensated$3.50. The issue was escalated where I thought i was being helped however once a tech came out it seem all communication stop with the person who was suppose to be assisting me. I have sent her multiple email and and left several message with no response. I have yet to receive a resolution or a credit with the issue ongoing and the only answer is its upgrade....well do your upgrades at night or on weekend and allow customers to be able to do our jobs as we are paying for uninterrupted service. The last communication with corporate was on 7/23/24 as i was unable to work yet again and a rep was very rude and the supervisor was rude and told me all i did was Talk and he is defending his rep thou she spoke over me shouted at me and was very rude. Comcast takes no accountability for the issues and does not care about their customers. I was advise by the corporate customer that the escalation person noted my account that she communicated with me with regards to providing a credit which is a lie. At this point I am ready to leave comcast and secure stable service with a company that can provide me internet to be able to do my job. Comcast $3.50 cannot pay me for 5 minutes of all the times missed from work. I AM BEYOND FRUSTRATED AND DISAPPOINTED WITH THE SERVICE I AM RECEIVING AND THE LACK OF ACCOUNTABILITY WITH COMCAST

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
  
              , FL 33313
  
                Case Number:                    22035582
              Date of Notice:             July 24, 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 23, 2024, **************** service was affected by an unplanned outage in her area,causing the loss of service for multiple customers. On July 23, 2024, ********************'s maintenance team cleared the outage with the restoration of residential power. On July 23, 2024, **************** service was affected by a planned outage in her area. On July 23, 2024, Comcast's maintenance team completed fiber repairs and restored services. On July 24, 2024, **************** service was affected by a planned outage in her area. On July 24, 2024, Comcast's maintenance team completed the needed maintenance and restored services.
  
  On July 24, 2024, I spoke with ************** and confirmed services are working normally. However,the signal levels were determined to be outside of specifications, and an in-home service visit was recommended. ************** declined a service visit at this time, due to availability. I provided ************** with my direct contact information to schedule a service visit when she is available.
  
  On July 26, 2024, I applied a credit for the loss of two days of service. This credit reflected on the August 6, 2024 billing statement. The request for additional compensation is not warranted and was respectfully denied. On July 29, 2024, an Executive Customer Relations Specialist communicated via email with ************** to reiterate this resolution. 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:07/24/2024

  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.

  I am being charged higher than I was told. And you cant speak to a person

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:*************************
  FL 33437
  
  Case Number:22035577
  Date of Notice:July 24, 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 24, 2024, I spoke with ****************** regarding her concerns. Our records indicate ****************** repackaged the account on May 5, 2024. The account reflects as being enrolled in a three-product bundle package that includes ********** Fast Internet, and Xfinity Voice at the retail rate. The package received a monthly three-product discount with enrollment in three services. The package also received a monthly self-service discount with enrollment in Paperless billing and Automatic payments with a banking payment method. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. Additionally, ****************** accepted adding an Internet/Voice equipment. The change of service and prorated billing adjustment is reflected on the June 2, 2024 billing statement. 
  
  On July 24, 2024, ****************** repackaged the account and accepted a 24-month contractual promotion for ********** Fast Internet, and Xfinity Voice. The contractual agreement is effective from July 24, 2024 to July 24, 2026. The package receives a monthly three-product discount with enrollment in three services and a monthly contract discount. The contract discount is effective from July 24, 2024 and will expire on August 5, 2026 after which time the package retail rate will apply. The package does receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments with a banking payment method. Additionally, the account reflects a ******** promotion for an Internet/Voice equipment rental effective until August 5, 2026, after which time the retail rate will apply. An Xfinity mobile multi-product discount was also applied to the account. ****************** was advised the discount would be reflected on the account within 30 to 45 days. 
  
  On July 24, 2024, ****************** spoke with a Xfinity Mobile representative regarding her Xfinity Mobile billing concern. Our records indicate ****************** established Xfinity Mobile services on May 5, 2024, under the By-************ plan per GB used and is paying monthly for the device payment plan. As a courtesy, ****************** was offered the option to return the device outside of the 14-day return timeframe. The device would need to be returned in like new condition or ****************** would be billed the full amount for the device. 
  
  On July 29, 2024, ****************** requested to return the device. Expectations have been set with ****************** that she will need to send the device back via ****** and once the device is received, it can take approximately 7 business days to have it graded. Once the device has been graded in like new condition, the remaining cost of the device will be removed from the account. If the device is not received back, the charges will remain valid, and no credits will be issued. Once the Xfinity Mobile service is discontinued, the associated Xfinity Mobile discount on her residential account will no longer apply. 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
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  Subject: Complaint Against Comcast for Prolonged Internet Outage Dear Better Business Bureau,I am writing to formally lodge a complaint against Comcast for their failure to restore my internet service for over two weeks. Despite multiple attempts to contact Comcast and resolve this issue, I have received no satisfactory response or action.For the past two weeks, I have been without internet service, which has significantly impacted my ability to work and manage daily tasks. This prolonged outage is particularly frustrating considering that my neighbors who are serviced by **** have had their internet issues resolved promptly within this same timeframe.Despite my repeated calls and complaints, Comcast has not provided any clear timeline or explanation for the delay. This lack of communication and extended service interruption is unacceptable. As a paying customer, I expect reliable service and timely resolution of issues.Given the circumstances, I hereby notify Comcast that I will not be paying for any service that I have not received or had access to during this period. It is unreasonable to charge customers for a service that has been unavailable due to Comcast's failure to maintain their network.I request the Better Business Bureau's assistance in resolving this matter promptly. I seek an immediate restoration of my internet service and a clear adjustment to my bill reflecting the period of outage. Additionally, I urge Comcast to improve their customer service and communication to prevent similar issues in the future.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,***************************

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************
              ********************
              *******, TX 770244
  
              Case Number:               22035524
              Date of Notice:             July 24, 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 from July 8, 2024 through July 26, 2024, Mr. ****** area was impacted by a powerful storm, which resulted in the interruption of communication and utility services for thousands of customers due to the loss of utility power. Once the power was restored, we began working on our facilities to restore services to our customers.
  
  On July 19, 2024, a service call was completed. The technician replaced an outside drop splitter. However he was unable to restore service due to ongoing infrastructure issues, which were related to the storm damage.
  
  On July 24, 2024, I spoke with ************** regarding his service-related concerns. I explained the above information and advised I would request an update from our technical operations team to confirm when services would be restored.
  
  On July 26, 2024, our technical operations team conformed the equipment failure issues was resolved and services were restored July 25, 2024. All signal levels are within specification.
  
  On July 29, 2024, I followed up with ************** and he confirmed his services were functioning properly.
  
  Credits were applied to Mr. ****** account on July 15, 2024, July 26, 2024 and July 29, 2024, for the loss of services experienced. The credits will reflect on the August 6, 2024 billing statement. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience Case Manager

• Initial Complaint

  Date:07/24/2024

  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 have a service with Comcast and I've been having problems with the internet service call them several times they send different people out and I told them I need a pod for my internet to pick up they told me I have to pay $130 I have insurance showing that I should be able to get a part free and they would not send me one poor service

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
  ****************************************************************************
  
                Case Number:                    22035497
              Date of Notice:             July 24, 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 25, 2024, I spoke to ************** regarding her service concerns. On July 26, 2024, a service visit was scheduled during which time the technician found the issue to be with the Wi-Fi range and installed an xFi Pod to resolve it. The Pod was provided at no cost to **************. I attempted to follow up with *****************************, but I was unsuccessful. We confirmed the signal levels are within specifications. 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:07/24/2024

  Type:Sales and Advertising 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.

  Ive had Comcast/Xfinity S service for twenty years and was part of the Xfinity Platinum Rewards Program, due to my long tenure with Comcast. I recently moved to a new residence and I was dropped from the Rewards program with no explanation, just promises of call backs from supervisors that never occur and promises of resolutions that never occur. Over twenty years of being a loyal customer, and all Ive been getting is runaround from every representative that Ive spoken to, including supervisors.

  Business Response

  Date: 08/07/2024

  
  August 7, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*********************
  ******************************************************************************
  
  Case Number:22035070
  Date of Notice:July 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On August 1, 2024, our engineering team in the ********************** determined that ************ was not eligible for Xfinity Rewards due to a system error with the program that had affected multiple accounts.
  
  On July 24, 2024, I spoke with ************ concerning Xfinity Rewards. Xfinity Rewards' highest status tier is Diamond, and it requires 14+ years as a customer. **************** account meets and exceeds these criteria and was listed as an Xfinity Rewards Diamond member prior to transferring service to a new address on May 22, 2024. After transferring his service, **************** attempts to sign up for Xfinity Rewards was met with a message that stated, we cant offer you rewards right now.
  
  On July 24, 2024, I referred the matter to the Xfinity ****************** for additional assistance. On July 25, 2024, the Xfinity ****************** referred the matter to the engineers in the **********************. On August 1, 2024, I requested an update from the **********************, and they replied that the issue was resolved, and that **************** account was enrolled in the Xfinity Rewards program as a Diamond Customer.
  
  On August 1, 2024, I spoke with ************ and provided this information. ************ was satisfied and had no other issues requiring resolution. On June 9, 2024, a $13.33 credit was issued as a courtesy. This credit will reflect on the June 26, 2024, billing statement. On July 1, 2024, a $15.00 credit was issue as a courtesy. This credit will reflect on the July 26, 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 Corporate Escalations
  

  Customer Answer

  Date: 08/07/2024

  [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,
  
  *********************