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, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

• 

  Comcast Corporation

  2895 Quarton Rd Bloomfield Hills, MI 48301-2200

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: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.

  My family signed a 12-month renewal contract for internet services with Xfinity in June 2024. After reviewing the terms and before agreeing to the contract, we informed the representative of Xfinity that we were relocating in a few months and inquired as to whether the early termination penalty fees would incur if the new address does not have Xfinity services available. The representative assured us that we would not have to worry about the penalty fees in such case because they would waive them for us for being a loyal customer for many years. Upon those words of assurance, we signed the renewal contract. Today, we contacted Xfinity to try to transfer the services and were informed that the services were not available at the new residence. As such, we went ahead and canceled the services. The cancelation specialist, to our surprise, told us that the renewal representative's words of assurance were false and that we had to pay the early termination fees. We are very very disappointed in Xfinity's deceitful business tactics.

  Business Response

  Date: 08/13/2024

  
  August 13, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***************
  
              , TX 76210
  
              Case Number:                      22042741
              Date of Notice:             July 25, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************, an authorized user on the account, regarding ********************** service.
  
  On June 4, 2024, the account was placed into a 12-month agreement for the Gigabit Internet and Xfinity Flex, which include one ************ Box and one Internet/Voice Equipment at no additional cost. The 12-month agreement is effective June 4, 2024, to June 4, 2025. The contract discount is effective June 4, 2024, through June 13, 2025, at which time regular rates would apply.The package does not include additional services, equipment or applicable taxes and fees which are subject to change. The account also receives an additional self-service discount with enrollment into both Automatic Payment and Paperless Billing.
  
  Additionally,the account also received Peacock Premium, at no additional cost, effective through June 25, 2025, at which time regular rates apply.
  
  On July 25, 2024, an agent placed an order of disconnection at Mr. ***** request,and informed Mr. *** there would be an early termination fee.
  
  On July 25, 2024, I spoke with Mr. *** and waived the early termination fee. Our records indicate the account is now closed with a zero-dollar balance. Mr. *** confirmed that the matter was now resolved. I apologized for any inconvenience 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 me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer 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:07/25/2024

  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.

  The only way to get a transfer pin ("port out") to change service to another mobile provider is to receive a PIN via sms message. I lost my phone and have purchased one through a new company that I want to transfer my service to. I have called Xfinity to get the transfer pin a different way and they told me the only way is to go to an Xfinity store (which is at least a 90 minute drive from where i am staying this summer). Apparently they can't send the PIN to a different device, or mail it to me or email it to me, or tell me over the phone. Other companies make it much easier to get the transfer pin (e.g. through their app). I can't be the first ****** who lost or broke a phone and took another company up on the offer to get a new phone and new service. This feels like they are holding my phone number hostage (which I have had since 2006 - a long time before I got xfinity service) and making me keep paying for their cell service until I can get to a store.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  
  BBB of *************************; ********************
  ******************************************************************************************************************************************
  
  Re: *****************
  *******************
  ******************
  
  Case Number:              22042286
  Date of Notice:             July 25, 2024
  
  Dear *** or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ************************************************ customers can request a security PIN to port their telephone number to a new service provider by following the instructions on our website.[1] Additionally, if a customer is unable to obtain a security PIN via text message (SMS), they can visit an Xfinity store for assistance.
  
  On August 1, 2024, I spoke with ************** to discuss her concerns and apologized for any inconvenience that she may have experienced. I assisted ************** with the porting process,and, on August 2, 2024, she confirmed that her telephone number had successfully ported to her new service provider.
  
  Should you have any questions, please feel free to contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  
  
  [1] ******************************************************************

• 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.

  dealing with Xfinity Mobile has been a complete nightmare - as I am writing this - My wife ( ***************************** ) and I have made over 50 hours of phone calls and sitting on hold, 5 weeks - of trying to get a phone number transferred. Xfinity has made countless mistakes on this. Took them weeks to send me a SIM card. and they keep making mistakes . Because of this - I lost access to a business line and my clients have no way of contacting me. every day - 3 hours on hold dealing with people who say they will fix the problem but they dont. every day they say someone will call us back - but they dont. AND - they are charging us for a line, that we cannot use. I am demanding not only my money back - but they owe me for the ********************************** addition, their phone system should be checked.. It seems like its designed for FALLOFF - to get people to quit. I even went into one of their storefront locations - and all the workers were able to do - is to make a phone call themselves - to basically tell me I have to call them directly. Companies cannot take advantage of the public this way..

  Customer Answer

  Date: 08/01/2024

  Ben from Comcast called me a few hours after this complaint was filed.   He told me he was working on this.

  He last messaged me on Monday saying it would be completed by Wednesday.    Its now Thursday and no one will call me back when I call.   I feel like I am being ghosted.

  My business is effectively shut down as I have been without my business phone for a week and a half now.   And I cant anyone to talk to me.   I am going to have to take legal action for this - but for now - I need my phone number transferred right now.     This entire process is horrific.   I am losing money every single day because of this..       Please get Comcast to respond to me.   This entire company is awful.    They should not be allowed to work with the public like this..   

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
  ****************************************************************
  
                Case Number:                    22042132
                Date of Notice:             July 25, 2024
  
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************, an authorized user listed on Ms. ************************ ********************** account.
  
  On July 9, 2024, **************** accepted a new service line and wished to port his telephone number from Comcast Business Voice. On July 17, 2024, Mr. ******* SIM card was delivered to his residence.  On July 19 and 22, 2024, Xfinity Mobile submitted requests to Comcast Business Voice for the port of Mr. ******* telephone number. The requests were rejected and returned to Xfinity Mobile with explanatory error codes. On July 30, 2024,Xfinity Mobile submitted an updated request to Comcast Business Voice for the port of Mr. ******* telephone number. On July 31, 2024, Mr. ******* telephone number was ported to Xfinity Mobile and activated on his account on August ******.
  
  On August 1, 2024, I spoke with **************** to advise him of the above information and apologize for any inconvenience or frustration that he may have experienced. A courtesy credit was applied to Mr. ******* account, which credit was reflected on his August 21, 2024, billing statement.
  
  Should you have any questions or need additional information, please contact me at ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations
  
  

• 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 pay $238 dollars a month ser cable and internet that rarely work I work from home and are at risk of loosing my employment over my internet services not working I feel I should have the service I pay for Comcast is saying it's an outage but this has become so frequent and frustrating

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
  **************************************************************************
  
                  Case Number:                      22041747
              Date of Notice:             July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by
  ***********************, an authorized user on the account, regarding ********************** *******.
  
  On multiple days in July, Ms. ****** ******* was affected by an outage in his area causing the loss of ******* for multiple customers. On July 28, 2024, ********************'s maintenance team identified and corrected the issue causing the outage by adjusting the signal levels. On July 31, 2024, I spoke with ************* and confirmed *******s are working normally.
  
  A ******* credit was applied on July 12, 2024, that appeared on the billing statement dated July 21, 2024. Additional credits were applied on July 24, 2024, July 26, 2024, and July 31, 2024. These credits will appear on the billing statement dated August 21, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required in this matter. Should you have any questions or need additional information,please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the top internet package available for home use, the gigabyte download speed for around $100 a month, about 3 months ago I realized it was not the correct speed. Upon contacting them I realized they had dropped me down to the lowest package possible with an ACP Plan? I never applied for that or asked for that. Also during that time I was on the lowest plan possible I was still being billed the normal $100+ per month rate. Over the last 3 months I have been battling with xFinity concerning this issue both over the phone and in the store. Constantly being told it was an issue on their end and it would be fixed not to worry. It was never fixed. My bill going up and down and finally about a week ago my bill was up to $363 and I was told I was going to be disconnected. I contacted xFinity customer service yet again and spoke with a ***resentative and was told about the option for the installment plan. Pay $50 down and then it would take the remaining $313 and split it over the next 12 months. I was honestly tired of fighting back and forth and just wanted my account brought to $0/current and back to my correct speed (as I do work from home). I asked the *** if this would get my services restored and was told yes within 15 min. I agreed, paid the money and nothing. No service. I call back 2 hours later and was told that my account was not eligible for the installment plan (even though it showed up on the website and allowed me to pay for it and I have a receipt showing I got it)but they would have to have my account removed from ACP and this would allow the installment plan to go through and my services restored to the correct speed and my account current. This was last Friday and as of today (the following Thursday) I still do not have service at all and have received no phone calls I was promised. If my account wasn't eligible for this then why did the *** state that I was & why did they take my money for a payment plan? I feel that this is fraud!

  Business Response

  Date: 08/13/2024

  August 13, 2024 
  
  
  BBB of **************************; ********************
  *********************************************************************************************************************************************************
  
  Re:***********************
  ******************************
  ************************
  
  Case Number:22041550
  Date of Notice:July 25, 2024
   
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***************************.
  
  ****************** subscribes to Xfinity Gigabit Extra Internet service at a promotional monthly rate.  
  
  The federal government announced that April 2024 would be the last month that it would fully fund the **** As of June 1, 2024, the *** has concluded and, going forward, customers that were enrolled in *** with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services. 
  
  On May 12, 2022, ****************** applied and was approved, respectively, to enroll in *** with Xfinity. Beginning with his May 24, 2022 billing statement, ****************** consistently received an *** credit each month until the final *** credit was applied on May 24, 2024.
  
  Customers enrolled in *** are placed into the Xfinity Assistance Plan (XAP) rather than their services being interrupted for non-payment to ensure they stay connected.  Mr. ******** account has been placed into XAP multiple times since November 2023. Due to the *** ending customers are no longer placed into XAP automatically. On June 15, 2024, Mr. ******** account was placed into XAP for a past due balance due by April 14, 2024. On July 18, 2024, ************ services were interrupted due to a past due balance that was due by June 14, 2024.
  
  I made several unsuccessful attempts to contact ****************** to advise him of the above information and discuss his concerns.  I left a message with my direct contact information should ****************** have further questions regarding this matter.
  
  Should you have any questions, please feel free to contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations 
  
  

• 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.

  Comcast equipment is malfunctioning. The company refuses to fix the problem yet is fine with charging even though the service is NOT being provided

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  *******************;
  Unit 203
  *******************
  
  Case Number:22041410
  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.
  
  I spoke to ************ on July 31, 2024, to discuss his concerns. Our records show ************ reported service issues on July 25, 2024, where a service call was scheduled for Augugst 30, 2024. Additionally, two credits were applied this day which will reflect on the Augugst 15, 2024 billing statement. 
  
  Then, on July 30, 2024, the service visit was rescheduled for the same day. On July 30, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective drop connector. 
  
  During our interaction on July 31, 2024, I spoke with ************ and verified that services are working correctly. The signals are currently within specification. 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 *************.
  
  Regards,
  
  
  ********************
  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.

  On 7/23/24, I contacted Comcast to inquire about a service outage. After several attempts, I was finally able to contact a live representative. I explained that I did not have TV or internet service. The representative confirmed that there was a scheduled outage, and it would last for several hours. I explained to her that it is very frustrating to pay my bill and then have to deal with an outage that disrupts my services. I had just paid the bill on 7/19/24 in the amount of $279.69. It is very frustrating that Comcast continues to increase my monthly bill each month, after they sent an email notification indicating that I am eligible for a credit of $9.25 to my account, due to a sports channel (Bally's) that is no longer available. The credit was applied, but a month later the monthly bill increased (again) from $253.55 to $288.94 minus the $9.25 credit, which totals $279.69. It is very frustrating to have to contact Comcast to discuss increases and scheduled outages. Moreover, the representative confirmed that I would be receiving a credit for the 7/23/24 outage and I would receive a confirmation email, but I have not received an email regarding a credit. Also, whenever there's an outage Comcast requires customers to call them to request a credit, rather than apply it automatically to the customers' accounts. I will be moving soon and I have not had the time to contact this company about bill increases or file additional complaints. Unfortunately, Comcast continues to use unfair tactics to overcharge customers.

  Business Response

  Date: 08/23/2024

  August 23, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:***************************
  GA 30165
  
  Case Number:22041232
  Date of Notice:July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *******************************. 
  
  Comcast, like all other TV providers, pays negotiated fees to video programming networks and broadcasters to bring their channels and shows to Xfinity TV customers. When a contract expires, we renegotiate with the goal of continuing to carry the channel at a reasonable price. Comcast is committed to providing programming its customers want at the best possible value to them; if a programmer is unwilling to reach a renewal agreement on reasonable terms, Comcast may have no choice other than to remove its channels from the lineup. Comcast does everything it can to prevent this from happening and has reached thousands of agreements without interruption. Customers can learn more about how ******************** works to bring customers great content at the best value it can by visiting www.xfinity.com/HowItWorks.
  
  On April 30, 2024, Comcasts agreement with ******************** (DSG) to carry its regional sports network (RSN) Bally Sports expired. As a result, Comcast was no longer authorized to carry Bally Sports with Xfinity or Comcast Business, including any related programming on Xfinity Stream.
  
  Comcast and ******************** reached a new agreement to carry its RSN Bally Sports as of July 28, 2024. Bally Sports is available with the Digital Preferred or *********** levels of video service. 
  
  On July 30, 2024, I spoke with **************** and explained the above information. ****************** account is enrolled in *********** and does receive Bally Sports. During our conversation, I provided **************** was a detailed billing explanation. On May 25, 2022, the account was enrolled in a 12-month promotion for *********** and Superfast Internet. The promotion was effective from June 7, 2022 to June 26, 2023. On June 27, 2023, the promotion transitioned to a 2nd year rate effective until June 26, 2024 after which time the retail rate applied. The expiration of the promotion caused the monthly rate to increase. The package was eligible to receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate did not include equipment, additional services, or applicable taxes and fees which were subject to change. 
  
  In addition, the account reflected ************ three TV Boxes and an Internet/Voice equipment rental. The account is being billed correctly for the services. I reviewed available package and pricing options that may suit her needs. **************** declined to make any changes to the account at this time. 
  
  On July 23, 2024, ******************* was affected by an unplanned outage in her area, causing the loss of service for multiple customers. On the same day, ********************* maintenance team identified and corrected the issue causing the outage by replacing hardware. 
  
  On July 30, 2024, a courtesy credit was applied to the account which will appear on the August 21, 2024, billing statement. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• 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 had service with Xfinity for a term of few years. I paid every month on time. I moved outside the set area and had to cancel the service. They asked me to return my equipment and I did. I have a receipt from them accepting the equipment. After that I received a final bill of $360 for unreturned equipment. I paid it in full in June and I have my bank statement to prove it along with my Xfinity account confirming it. Through out this process, I kept getting emails reminders to return my equipment. One of them received today 7/24/24. I got in contact with one of Xfinitys live agents, Priya. I told her I had paid the full balance and returned my equipment and that I was still getting notifications from them. I let her know that if anything was outstanding I needed to take care of it because I do not want it going to collections. She proceeded to verify me and said she needed a few minutes to review my account. After that I never heard back from her. I messaged her a few times in the chat following up and no response. This went on for at least 4 hours. No response from them. I have screenshots of the live chat, my receipt for returned equipment and proof of my last bill paid in full.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:
  
  Case #:               22041181
             Date of Notice:  J uly 25,2024
  
  
  
        *************************
             156 Trueno Loop
             *****, NM 87002
  
  
  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced inquiry submitted to the Better Business Bureau by
  ************************* regarding Xfinity service.
  
  On July 26, 2024, Year, I spoke with **************** regarding equipment charges. Our records indicate the account billing was stopped on April 12, 2024, with a disconnection date of April 23, 2024.  On May 24, 2024, the account was charged for three unreturned leased Xfinity Digital Converters. There is no record of the Digital Converters being returned.
  
  On July 26, 2024, the Digital converters were removed from the account and the charges revered as a courtesy. I confirmed Ms. ******* billing address and advised a physical prepaid card will be mailed through ***** **************** should expect to receive it within seven to 15 business days. I apologized for any frustration this matter might have caused. 
  
  I trust this ****** provides your office with the information required in this matter.  Should you have any questions or need additional information, please contact me at **************, Monday through Friday 8:00am-5:00pm.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  WNE Region

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Comcast so many times to get an email on my account fixed. They messed up transferring my account by creating a new account instead of transferring it and now Ive lost access to tons of digital photos. Ive been told multiple times a higher level support will call me but they never callemailtextnothing!

  Business Response

  Date: 09/03/2024

  
  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************
  *******************
  ***********************
  
  Case Number:22041021
  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 25, 2024, I spoke with **************** to confirm the issue, and on July 25, 2024, I created a ticket to request the assistance of our engineering department. I have continued to contact **************** via email and phone to provide updates to the engineering department and troubleshoot options. Most recently, **************** and I corresponded via email on September 1, 2024.
  
  As of today, September 3, 2024, the investigation by our engineering department is ongoing. I will continue to be in contact with **************** until a full resolution is provided.  I apologize for any inconvenience and the overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************. 
  
  Regards,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/24/2024

  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 have been overcharged. On April *******, I turned in 2 TV boxes, and a DVR box to the Xfinity store in *******, **. I have a receipt indicating such. I then only had internet. The next billing cycle should have reflected that my bill was prorated for six (6) days for TV, internet and landline phone. I disconnected my landline phone also on April 23, 2024. My next bill, however charged me the standard amount of $290.12 for the time period of April 19 -May 18, 2024. Comcast never recognized that I no longer had TV or landline phone. I was sending them $115.00 a month now, for Internet only, as that is what Comcast quoted for Internet only. I called Comcast repeatedly, explaining, got transferred 4 times to different people, and each person quoted a different amount to me as to what I owed! Now, as of July *******, Comcast disconnected my Internet, without Notice and as of today, July 24, 2024, I received a "Disconnect Notice", and an overdue amount of $243.53. No one at Comcast is consistent or helpful to try to resolve this. I need Internet as I am a cardiac patient and receive Internet messages from my physicians. I paid $290.27 on 3/24/24, $0. For May 19 - June 28, 2024, ( this bill should have reflected Internet only), this bill stated that my next bill would be $115.00 for Internet only, however the next bill, 6/19/24 - 7/18/24 was $290.83. I paid $115. On 7/1/24. Comcast never recognized I only had internet since April 24, 2024. Also, Comcast has replaced my name on the account with the name, *********************. NO ONE by that name has ever lived here but Comcast is blaming me. I told them my account may have been hacked, Comcast didn't care. I need to have my Internet service restored immediately, my bill corrected and my correct name on the bill.

  Business Response

  Date: 08/20/2024

  
  
  August 20, 2024     
  
  BBB of ******************* & ********************
  *****************************************************************************************
  **********************
  
    Re:      ***************************;
   *************************
   ***********,MA 02632 
  
  File Number:                            22040838
  Date of Notice:                          July 25, 2024 
  
  To the Better Business Bureau:
  This letter is in response to the above-referenced complaint submitted to your office by *********************************.
  
  Upon receipt of this complaint, Comcast conducted an investigation into the concerns raised by ******************. Our records show that in July 2023, ****************** requested a name change from *************************************** to *****************************, due to the death of account holder. Unfortunately, ****************** was unable to provide any supporting documentation, therefore the name change did not take place.

  
  On September 15, 2023, the account name was changed from *************************************** to ***************************** which remained until April 23, 2024. At this point the account name was changed from ***************************** to ********************************* then to *********************.****************** completed a password reset on April 23, 2024.

  
  In regard to the billing concerns, our records indicate that on April 23, 2024,****************** accepted a 24-month effective April 24, 2024, through May 18, 2026.The order included Super-Fast by Xfinity speed tier Internet service for $95/month effective April 24, 2024, through May 18, 2026.

  
  ***************** also elected to subscribe to the xFi Complete package which includes the modem rental and unlimited data plan at a $20.00 monthly discounted rate effective April 24, 2024, through May 18, 2025. At the conclusion of the promotion,standard retail rates will apply. ****************** was provided with an email with the subscription details which ****************** approved on April 23, 2024, to her Hotmail.com address on-file. The EMTA/modem device was shipped to the address on file and both devices remained on the account. Any additional equipment,service, tax, or fee is billed separately and subject to change with 30-day notice.

  
  On April 24, 2024, ****************** visited the local service center and returned the video equipment, however the EMTA/modem remained on the account billing at $15/month. On July 15, 2024, the account was assessed an unreturned device fee which was depicted on the July 16, 2024, billing statement.

  
  Comcast records confirm the last payment was received on July 5, 2024, however the service was suspended for non-payment on July 11, 2024, due to an unpaid balance. ****************** was notified on June 29, 2024, the service would be suspended on July 10, 2024, if the unpaid balance was not paid.

  
  On July 30, 2024, a Comcast Executive Customer Relations representative contacted ***************** and applied a credit for the xFi Complete package, waived the unreturned equipment fee assessed to the account on July 15, 2024, and waived the final balance for service through July 15, 2024. Effective July 30, 2024,once the credits were applied the account was paid in full.

  
  On July 29, 2024, a Comcast ***************** Assurance technician contacted ***************** to advise her of the aforementioned information.
  
  Sincerely,
  
  ***************** Assurance
  ************