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

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  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

• 

  Comcast, Inc.

  PO Box 5155 Southfield, MI 48086-5155

• 

  Comcast Corporation

  33407 Van Dyke Ave Sterling Heights, MI 48312-5928

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:07/21/2024

  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 spoke with an agent around the 24th of June in reference to my account being behind due to the passing of my mother and me having surgery. I was place on a payment arrangement that needed to be paid by the 13th of July. In the 2nd my services were disconnected. I was advised my account was audited and I would have to make a payment before I could get reconnected. Which I did but since after four agents and two supervisors no one has removed fees placed on my account due to the suspension. I was under an agreement and should not have to cover fees when I did not breach my agreement!!!! I was considering starting mobile services but this terrible service has changed my thoughts!!!!

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:      *****************************
              ************, IL 60411
  
              Case Number:                      22021810
              Date of Notice:                     July 21, 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 22, 2024, I spoke with authorized user ********************************* and confirmed that on June 3, 2024, a billing statement was issued for an amount for services billed from June 7, 2024 through July 6, 2024. On June 13, 2024, the payment received on May 29, 2024, was returned, resulting in the charges for services billed from April 7, 2024, through June 6, 2024, along with a returned payment fee and a late fee applying to the account on June 13, 2024. On June 14, 2024, the account was suspended for the non-payment of the unpaid balance for services billed from April 7, 2024, through June 6, 2024.
  
  On June 20, 2024, the account was restored from non-payment at which time a promise to pay payment arrangement was entered to the account to make a payment of the unpaid balance on July 10, 2024. Due to the account being restored from non-payment on June 20, 2024, a reactivation fee was applied to the account on June 22, 2024. On June 20, 2024, a credit was applied to the account to discount the account balance.The credit received appeared on the July 3, 2024, billing statement.
  
  On July 2, 2024, a payment was received and applied to the account towards the account balance. On July 2,2024, the account was audited by the collections team at which time the account was suspended due to the account being ineligible to obtain and receive a promise to pay payment arrangements. Due to multiple payment reversals including the payment reversal of the payment received on May 29, 2024, being reversed on June 13, 2024.
  
  On July 2, 2024, the account was restored from non-payment as a courtesy. Due to the account being restored from non-payment, a reactivation fee was applied to the account on July ******. On July 3, 2024, a payment was received and applied to the account towards the account balance. On July 3, 2024, a billing statement issued for an amount for services billed from July 7, 2024, through August 6, 2024. Based on the results of the account review, the account has been billed accurately for services and the reactivation fee received on July 4, 2024, is valid.
  
  As a courtesy on July 22,2024, I applied a credit to the account to cover the cost of the reactivation fee received on July 4, 2024. The credit received will appear on the August 3,2024, billing statement.
  
  Additionally, ************************ is aware and understands the balance owed is due on or before the payment due date of July 28, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22021810
  
  I am rejecting this response because:

      The companies response was leaving the consumer (myself) no other options. He first acknowledged that I was given bad advice from previous reps and did nothing to resolve those issues by his company. I also was not given any courtesy credits on July 2nd. The bill was paid and to which the services were reconnected after being told I was not going to be reconnected! 
  

  If I was to void a agreement made with a company without notice like they did me I could be sued or many other things; but comcast feels its justified to do so without any knowledge to the consumer!!! 
  

  I DONT AGREE WITH THESE ACTIONS. 
  So to feel this acceptable behavior I will not be moving forward with more services with the company and making sure everyone is aware they means they handle business. 
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Ive been a long time and loyal comcast/xfinity customer. Im reaching out regarding a recent billing issue during international travel.Dispute turning on WiFi calling, the bill/usage for this month is close To $700, with around $600 in international charges. Obviously this is anomaly and not something that has ever happened and seems to be a technical issue.My Hope is that this can be looked into, as this amount of a bill is not something that can be handled and will Result in the cancellation of all services .

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:*********************
  ****************************************************************************
  
  Case Number:22021772
  Date of Notice:July 21, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  On July 23, 2024, I spoke with **************** regarding a Xfinity Mobile billing concern. During the billing cycle of June 21, 2024 through July 20, 2024, **************** was charged for international mobile services while utilizing the cellular network on a cruise ship. After a review of the account, it is determined that there are no billing errors as these charges are valid and were charged at the correct amount of $4.00 per minute for calls, $0.10 per text (SMS) messages, and $1.00 per Megabyte of data used.
  
  Please be advised the billing on this account is accurate. The request for compensation is unjustified and has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 07/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22021772
  
  I am rejecting this response because: I reached back out to the business for further explanation on how Virgin charged them for my usage and clarity on the charges. I was ignored and this response was sent from the business without responding to me 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my xfinity service in early March but whomever I had spoken with that day never processed the ca cancelation because I was the. Charged for March, April and again In May. I noticed the Charge in May called and it was actually canceled at that time with that woman explaining a full refund. Nothing came of it, that being said I've called back numerous times with at least 7 people telling me I'm getting the refund 2 hung up on me guess you could say they all were a bit full of it. Mind you those 3 months there was absolutely no usage just flat lined. Now they say I've got the equipment which at first I thought maybe I did but I don't, I even went through the process to start an equipment return online and there's no equipment to mark off to start the return... so my equipment is in my bill is paid and then some and I'd Refund now of the money that was taken without consent. I'm finished with the back and forth. If it continues I'll file for Arbitration I'll contact the media if i have too. I'm owed ******.

  Business Response

  Date: 07/25/2024

  
  July 25, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *****************************
              ********************
              *******, ** 19606
  
              Case Number:                      22021721
              Date of Notice:             July 21, 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 communicated with ***************** via email regarding a refund request. Our records indicate on June 24, 2024, *********** services were transferred from her account ending in ***** to account ending in *****.  ****************** was billed for services at account ending in ***** until ****************** requested a disconnection of service on June 11, 2024.
  
  While we have no record of a prior request to cancel the transfer or disconnect service for the account ending in *****, our records reflect the service was no used and there was no equipment associated with the account. As such, on July 23, 2024, a credit was placed to account ending in ***** to compensate ***************** for the payments made to the account less the amount owed for account ending in ***** which reflected on the February 25, 2024, billing statement.
  
  ***************** will receive an email with instructions on how to redeem their refund.Once ***************** confirms their refund method, it will be received as soon as 3-5 business days. We will follow up with ****************** to ensure receipt of the refund. 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:07/21/2024

  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 had two xfinity accounts. One was purely so that I could run surveillance cameras on an onuccupied home I purchased. After 6 months, I moved into that home and in late may I contacted xfinity to cancel one of the accounts. I was sold a package that was worse than the one I currently had but that is not my issue. My issue is that for the next three months the continued to charge me for both accounts. I called several weeks ago and spent about 1 hr on the phone trying to resolve the issue. Today I received another bill. Because I had autopay set up before this account was cancelled, they continue to charge me for both. During that phone call, they assured me I would receive confirmation and a refund within a week. No such documents were received and they send me another bill today.

  Business Response

  Date: 08/12/2024

  August 12, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  ********************
  ******************
  
  Case Number:22021642
  Date of Notice:July 21, 2024
   
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. *********************** regarding Xfinity service.
  
  On July 25, 2024, I spoke with **************** to discuss his concerns. Our records reflect a pending disconnection was entered on May 31, 2024, with a June 15, 2024, completion date. Due to an error, this order was cancelled.
  
  Then, ****************** account was voluntarily disconnected on July 25, 2024, with an end bill date of June 1, 2024. As the account disconnection had yet to complete, an auto-payment for the billing statement June 18, 2024, processed on July 14, 2024, for charges from June 23, 2024, to July 22, 2024. The July 18, 2024, billing statement reflected this payment and amount due on August 13, 2024. 
  
  The disconnection completed on July 24, 2024, with a billing stop date of June 1, 2024, which created prorate credits. Then, **************** disputed the payment with his credit card and a charge-back occurred on July 24, 2024. A late fee was charged on July 24, 2024, was credited on July 29, 2024. The chargeback, late fee, and account disconnection reflected on the July 25, 2024, billing statement. This statement reflected a credit balance. Then, on July 29, 2024, a credit for the late fee was applied to the account which made the credit balance increase. 
  
  Per our refund policy, if the customer is owed a refund because of an overpayment or credit balance on a disconnected account, the refund will be applied to the last payment method on file, if eligible. As the last payment on file was returned, the account is not eligible for refund to last payment on file.
  
  If it's not possible to issue a refund to the last payment method on file, there are two possible customer experience options based on the verified email address.
  Verified Email Address on File
  oAn email is sent.
  No Verified Email Address
  oA physical prepaid card is mailed through ***** They should expect to receive it within seven to 15 business days.
  
  The credit balance refund was processed on August 2, 2024, and our finance department confirmed on August 7, 2024, to allow up to 4 weeks for the refund to be received. I will attempt to confirm **************** has received the refund after the timeframe. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter.  Should you have any questions or need additional information, please contact me at **************.
  
  Regards,
  
  
  *****
  Executive Response Team
  
  

• Initial Complaint

  Date:07/21/2024

  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.

  My wife and I have attempted to speak to someone about having our service transferred/moved to our new address and have not been assisted. I spoke to a rep on 7/8 that attempted to assist. He stated that the person that stayed in our address prior has a lock on the account at the new address and we will need to send in documents showing that we are living in the property at this time to have removed. We were supposed to receive an email to send the documents and we have not. We called back on 7/11 and was hung up on and transferred to 3 wrong departments. After requesting a for a supervisor for the 4th time the rep I spoke with stated the department I needed to speak with was closed. On 7/16 I spoke to a rep in the moving department that provided me with a ticket number and stated that I should receive a email to provide the documents to have the services transferred. That has not happened. We have been customers with ********************/********************** for a long time. It's amazing how the automated system and the reps that do pick up is always in the collections department about that bill but now when you need actual help. Our service has never been disconnected and we've been long term customers for years now. They have the automated system set to avoid human contact. I need assistance with my service being transferred/moved and if they cant assist with this we will need to cancel our service.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:****** and *********************;
  *****************************;
  **********************
  
  Case Number:22021528
  Date of Notice:July 21, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** and *********************** regarding Xfinity service.
  
  On July 22, 2024, I spoke with ******************, the account holder, regarding a request to transfer service to ************************************************************************. During the conversation, ****************** requested that I speak with ******************, who is authorized on the account. On July 23, 2024, I spoke with ****************** regarding the request to transfer services and explained that the current account located **************************************************************** reflects a balance that is 50 days past due as of July 29, 2024. Prior to submitting a request to transfer the service, the current account would need to be less than 30 days past due. Additionally, the new address requested is currently listed as non-serviceable due to a debt from a previous subscriber at the location.
  
  On July 23, 2024, I provided customer education that after the current account is brought current, ****************** would need to provide proof of residency to confirm she was not associated with the debt at the new location to have the collections block removed at the new location. ****************** advised that she could email the required documentation. On July 24, 2024, ****************** communicated via email to advise that she had elected to use another provider. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations 
  

  Customer Answer

  Date: 08/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22021528
  
  I am rejecting this response because: ***************.Yes he spoke to me about sending documents to have the services transferred to the new address but we DID NOT discuss my previous balance due to that was not the topic of conversation. As I stated before what the previous tenant had going on has nothing to do with the treatment that I was experiencing before transferring my service to another company. This statement is all a LIE. (I spoke with ****************** regarding the request to transfer services and explained that the current account located **************************************************************** reflects a balance that is 50 days past due as of July 29, 2024. Prior to submitting a request to transfer the service, the current account would need to be less than 30 days past due.) Additionally, the new address requested is currently listed as non-serviceable due to a debt from a previous subscriber at the location. . What happened before we moved to the new location does not have anything to do with us. He sent a nice message to cover them for the poor quality of service that the company provided. I need them to go back and check our record. I work from home and the service has NEVER been suspended or disconnected for any reason long as we had the service with them. We were a Gold member which means nothing. I had a payment set to process and canceled it due to NO assistance from the company. As a paying customer, we expect to be treated with respect. Interesting to say that the ticket number that was opened before I filed the complaint was never followed up on nor acknowledged. What I was asking for started 7/8, a total of 7 phones calls, 4 blind transfers to the wrong department, 1 hang up, and a Senior Rep that lies in his reply to the BBB. Poor customer service on behalf of this company. No further conversation warranted.
  
  Regards,
  
  Ramuel/***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/21/2024

  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.

  My internet has been intermittent since July 16th 2024. Due to this I have been unable to work from home and am losing money. I dont have cell phone service at my home without internet so having internet is important. Especially in case of emergency. Ive called numerous times to Xfinity and they keep saying its my issue and they keep resetting my modem. I even went as far as going to the Groton ct store and getting a new modem and bringing my infant with me to do so. It has NOT resolved the problem. I have talked to multiple people in my complex who is having the same issue and Xfinity is not helping them either. I pay for a service to not get service? Make it make sense. Trying to get through to customer service is a headache, and again because my internet is out I dont have phone service so my calls continuously drop they call back and its a completely different representative and I have to explain the issue all over again. Ive lost over $1000 due to not being able to work. My internet was completely fine until Xfinity did scheduled maintenance in my area. Once they did that its been horrible and again non existent. Ive spoken to 11 different representatives this past week and no one will take accountability for Xfinity having an issue in this area. And as far as having someone come out, they make you wait days. So needless to say this has now become emergent and I want my service back running as it was!

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************
              **********************
              ******, CT 06340
  
              Case Number:              22021207
              Date of Notice:             July 21, 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 22, 2024, I spoke to ***************************, she informed me that the internet is still intermittent. I scheduled a service call for July 25, 2024. On July 25, 2024,the service call was completed, and it was found that the drop was defective,and it was repaired. On July 26, 2024, **************** informed me that the service issues have been resolved.
  
  Credits were applied to the account on July 16, 2024, for loss of service. Another credit was applied to the account on July 19, 2024, for loss of service. The credits appeared on the July 24, 2024, billing statement. I applied a credit on July 26, 2024, for loss of service. The credit will reflect on the August 24,2024, billing statement. I also informed **************** that Comcast does not compensate for lost earning or wages. 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:07/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/21/2024 when I inquired about the cost of my bill Comcast representee told me about a $115 a month package but Comcast failed to tell me about a $230 termination fee, a 2-year contract and that the price of the plan I was looking at was $126 per month when they told me it was $115 per month. I asked to speak to a supervisor, and they refused to take my call. I believe that this is not good business practices and I almost didn't see the information in the review email they sent me. It is deceptive to not tell people about things like this. I would like to speak to a manage about this and that is where I need BBB help to make them talk to me.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *********************************
  1067 ***** Drive
  Justice, IL 60458
  
  Case Number:22021060
  Date of Notice:July 21, 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 22, 2024, I spoke with ******************** regarding her billing related concern. Comcast records do not indicate that a change of service was processed on July 21, 2024. However, Comcast records do indicate that on July 24, 2024, ******************** consented to via email to a 24-month term agreement for Gigabit X2 Internet for 24 months from July 25, 2024, through August 11, 2026, after which retail rates apply. The term agreement is effective from July 25, 2024, through July 25, 2026. In addition to the Internet service, ******************** subscribes to xFi Complete, which includes a modem lease fee and unlimited data at no additional cost for 24 months from July 25, 2024, through August 11, 2026.
  
  I explained that the early termination fee does not apply if this offer is canceled within the first 30 days, and if the customer moves to an area within a ******************** footprint, but is not serviced by Comcast. ******************** also receives a discount for automatic payments and paperless billing. To continue to receive this discount, she must remain enrolled in both paperless billing and automatic payments. Equipment, taxes, government, and other fees are not included in the package price, and are subject to change at any time, with or without notice, to the extent permitted by applicable law. 
  
  Please be advised the billing on the account is accurate at the time. 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 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:07/21/2024

  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.

  I discontinued service with Comcast on 07 March 24.Comcast ******* told me my final bill would be $70.80.Comcast continued to bill me through autopay.In March I spent over two hours on the phone with Comcast ******, in ***********, who could not speak English and could not handle the problem. I went to an Xfinity store.I spent an hour with ***** who could not get through to Comcast so he scheduled a call back.******** called me and said I was owed $120 refundshe turned off autopay so Comcast would stop taking my money illegally.She initiated the refund. I received calls from ******** who sent me emails but would not respond to mine.On April 10 I received a call from ***** who said I was not due a refund and refused to connect me with a supervisor. Shie from the *********** called and put me on hold for 30 min. Then **** called, could not speak English and refused to connect me with a supervisor or US representative. On 12 April, ****** called and said I was due a refund of $24.05. I did not receive the refund. I called on 03 June and spoke with Rica who referred me to ***. There were numerous emails with *** and phone conversations who said she would initiate a $24.05 refund. I received email notice that she had closed the case.*** has refused to respond to my subsequent emails.10 July'24, I submitted a request to Comcast Executive Service.No one from Comcast has contacted **** have now spent over 5.0 hours over 4 months trying to obtain my refund which includes over 22 email exchanges, 10 phone calls, 1 physical visit to an Xfinity store, and communications with 10 different Comcast people mostly offshore who could not speak or understand English very well. I do not know where the problem is. Either Comcast Corporate policy and that of the owners, the ******* Family, is to keep all of the refunds or Comcast ************************** representatives are keeping the refunds for themselves. Whatever is occurring is illegal and needs to be rectified.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re: ***********************
  **********************
  ************, IN 46280
  
  Case Number:22020864
  Date of Notice:July 21, 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 22, 2024, I began communicating with ****************** regarding her refund concern. After investigation of the concern records indicate the refund was initiated on April 29, 2024. A response was not received from ******************; therefore, on May 14, 2024, a prepaid card was mailed to the bill to address, ************************************************************. I explained to ****************** in order to have the prepaid card reissued she would need to speak directly to the vendor at ************** to get further assistance regarding her refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************** 
  Executive Customer Relations
  

  Customer Answer

  Date: 07/26/2024

  Dear Better Business Bureau,

  ************ is incorrect in stating that I did not respond to how I wished to receive my refund.  I did respond and requested, as I have requested with each of the many Comcast representatives with whom I have spoken, that the refund be issued to the credit card Comcast has on file and has been using to charge my account each month for many years.  I have never received the card to which ************ referred and have so indicated to him.  This is just another example of Comcast refusing to issue my refund.

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *********************;
           PA 19312
  
           Case Number:   22020864 - Rebuttal
           Date of Notice:  July 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  A review of the account and the refund was completed on July 23, 2024. Finance was contacted and they advised that the refund was initiated on April 29, 2024. A response was not received from *************************** and on May 14, 2024, a prepaid card with a value was mailed to the bill to address. 
  
  On July 22, 2024, I began communicating with *************************** via email, her preferred communication method. On July 23, 2024, I advised ****************** of the above information regarding the refund. On July 24, 2024, I communicated with finance again regarding the refund to see if we may be able to contact our vendor on her behalf regarding getting it sent again. Finance advised that we could not, and that ****************** would need to contact them herself. 
  
  On July 29, 2024, ****************** was advised via email that she would need to contact the vendor at ************ to get further assistance regarding her refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22020864
  
  I am rejecting this response because: I called the number ************ provided in his email to me even though I believed it was Comcasts responsibility to contact the vendor because it is their vendor and they hold the contract and, thus, the power with the vendor.  This call was made on 03 July 24I spoke with ******** in the *********. ******** stated that he would cancel the first card and mail out the second card that day to my current address.  He stated that it would take 7 to 15 business days to receive the card.  The 15th day would have been 25 July 24.  I have not received the card-it is 31 July.  Comcast has once again lied to me and wasted my time-I have now spent over 6 hours on this issue.  Reputable, honest companies would have never let this happen in the first place and, if it did, would overnight the refund to the customer without making the customer spend additional time.  ******************** is not such a company and ************ continues to lie to the BBB regarding this complaint.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/23/2024

  I no longer need the assistance of the BBB.  Thank you for your service.  You are an essential resource for consumers.

   

• Initial Complaint

  Date:07/21/2024

  Type:Billing 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 7/21/2024, I noticed my monthly pay to Comcast/Xfinity has gone up again to $240/mo and tried to see if I can lower it by removing some unnecessary services/channels. When I changed my plan for less channels and removed some add-ons, the total amount showed about $160, then just before I proceeded for payment, it increased to more than $240/mo. I checked the details and found some add-ons that I manually removed were added back on without my knowledge. I connected to their agent via online chat. The rest is shown in the attached char record. In short, they said they can remove those add-ons and lower my monthly pay only after I complete that transaction, and when I called the number given, it never wemt through. Now, as I looked up my account at their website, it says my future monthly payment will be $250. This is a scam, and I want them to remove my add-on channels and lower my monthly payment to $160 range.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***************************
  **********************************************************************************************
  
  Case Number:22020844
  Date of Notice:July 21, 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, I corresponded via email with ************ regarding his concern. Our records indicate on June 22, 2022, Mr. ***** account was enrolled in a 12-month contractual agreement for a two-product bundle package that included *********** and Gigabit Internet. The contractual agreement was effective from June 22, 2022 to June 22, 2023. The package received a monthly two-product discount with enrollment in two service and a monthly contract discount. The contract discount was effective until June 22, 2023. On June 23, 2023, a portion of the discount expired, and the remaining promotional discount would have applied until June 22, 2024 at which time the retail rate would have been applicable. 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. Additionally, the account reflects one TV Box and an Internet/Voice equipment rental. 
  
  On July 24, 2024, the account was repackaged and enrolled in a 24-month contractual agreement for a two-product bundle package which includes ********** and Gigabit Ultimate Internet. The contractual agreement is effective from July 24, 2024 and will expire on July 24, 2026. The package receives a monthly two-product discount and a monthly contract discount. The contract discount is effective until August 22, 2026 after which time the retail rate will apply. The package does receive a monthly self-service discount with enrollment in Paperless billing and Automatic payments. The package rate does not include equipment, additional services, or applicable taxes and fees which are subject to change. Additionally, the account reflects a free 24-month promotion for the Internet/Voice equipment rental effective until August 22, 2026. Once the promotion expires, the retail rate will apply. The account also reflects a monthly charge for one TV Box. 
  
  The account was billed correctly for the services and a credit is respectfully denied. The package pricing and offers available online at Xfinity.com are being displayed accurately. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  ************
  Executive Customer Relations
  **************
  

  Customer Answer

  Date: 07/30/2024

  [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:07/21/2024

  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.

  Dear BBB,I am writing to file a complaint against Xfinity regarding an issue I recently experienced with my account.I switch my ********************** number from TracFone to Xfinity in order to receive a promotion for faster home Internet at only $10 a month. I was promised that the installation fee for my home internet would be waived and that my internet bill would be covered for the first four months.Based on this offer, I decided to switch to Xfinity and requested the installation of the home internet service. To my surprise, I received an invoice stating that I owed a $100 installation fee. This was contradictory to what I was promised by the Xfinity representative. This unexpected charge has not only affected my mobile bill but also my internet promotion and ultimately led to the closure of my account.I immediately contacted the Xfinity customer service team. To my disappointment, I was simply told to pay the $100 and then I would receive a $100 credit after I disputed that charge allowing me to not have to pay for my Internet for the next ten months. This proposal makes no sense to me.Why should I have to pay for something that I was promised would be waived?Furthermore, why should I have to deal with the hassle of paying and then being refunded for a charge that I should not have been billed for in the first place?I understand that $100 may not seem like a significant amount to some, but for me, it is a lot of money. At a time when finances are tight, I cannot afford to bear such unexpected and unjustified costs. This incident has caused a great deal of inconvenience and frustration.I hope that the Better Business Bureau can help me resolve this issue and ensure that Xfinity honors their initial promise to waive the installation fee for my home internet. Thank you for taking the time to look into this matter. I look forward to hearing back from you soon.Sincerely,********

  Business Response

  Date: 08/05/2024

  
  August 5, 2024 
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************
  
  Re:***************************
  **********************
  *****************
  
  Case Number:22020686
  Date of Notice:July 21, 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 show that Fast internet with ********************* at a promotional rate from April 18, 2024, to April 17, 2026, was established via self-installation on April 18, 2024. A failed self-installation recovery appointment completed on April 20, 2024, incurred an installation charge, which appears on the May 13, 2024, statement.
  
  On July 24, 2024, I spoke with *********************************, a manager on the account, and provided the above details. The account is enrolled in paperless and autopayments enabling a monthly discount.  Furthermore, two separate Xfinity mobile discounts are applied to the account from April 21, 2024, to April 20, 2026. A payment applied via autopayment on May 4, 2024, was returned on May 16, 2024, and a return payment fee was incurred. Another autopayment on June 4, 2024, which included the installation fee from April 20, 2024, was returned on June 15, 2024, incurring another return payment fee and a late fee. On July 22, 2024, an internet service adjustment was provided for loss of service resulting from an area outage due to hurricane *****.
  
  On July 24, 2024, I credited the installation charge from April 20th, return payment fees from May and June 15th, and the late fee from June 15th. All discussed credits will appear on the August 18, 2024, bill. 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 Response Team