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.

  31029 Comcast Dr New Haven, MI 48048-2784

• 

  Comcast, Inc.

  21170 Allen Rd Woodhaven, MI 48183-1694

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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:07/20/2024

  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've used company provided services to move my internet service from one address to another. For months I've attempted, since the move, to use offered autopay services at advertised (and agreed upon) rates (as defined and processed by the company). Continually, I have been faced with random overcharges, followed by back-credits; only the crediting being mentioned by a letter in the mail at strange times, and then recharged within days, on top of the regular rate (which can be verified to have already been paid). I have paid three times the monthly bill at the time of this writing.All attempts to directly interact with a representative from the company have either resulted in poor follow-through by text-based customer support (assuring support and action that never actually occurred), or outright refusal of live agent interaction. They continue to receive payment, and charge unusual payments on top, without any interaction to address the cause.My account with this company is literally considered "inactive", however these charges continue without any confirmation of service. Screenshots are recorded to reinforce this.

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   *************************
           ********************
           Anacortes, WA 98221
  
           Case Number: 22017578
           Date of Notice: July 20, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Comcast **************** is here to provide Help and Support for Xfinity Internet, TV, Voice, Home, and other services. There *** be instances where a live agent *** not be available at the time of a call. When this occurs, the customer is routed to chat with the ********************** Assistance for support and troubleshooting. The Xfinity Assistant is an always-on virtual assistant that lets you get personalized, guided help. This option *** also be offered after attempting to troubleshoot an issue.
  
  I made several attempts to contact ************ via telephone and email. Although I was unable to reach ************, a review was completed on the account. Our records indicate on May 28, 2024, ************ transferred services from one address with account ending in *************************************************************************** 2041 that is active. 
  
  On the current account (2041), ************ subscribes to a 24-month promotion for the Connect More Internet and the xFi Complete packages, which includes *************** xFi Advanced Gateway rental, Advanced Security on the Go, Whole-Home Wi-Fi Evaluation, and a xFi Pod (included, if recommended). The promotions are effective May 28, 2024, and will expire on May 27, 2026, at which time, retail rates will apply. Additional services, equipment, taxes, and fees are not included in the package price.
  
  The price is reduced by a monthly discount for enrolling in EcoBill paperless billing and AutoPay with a credit or debit card. If the account ceases to be enrolled in EcoBill or AutoPay, the discount will no longer be received. If the AutoPay payment is changed to a bank account, the monthly discount will increase.
  
  Customers who want ******************** to automatically deduct their monthly payments from their checking/savings account or credit or debit card can sign up for AutoPay. AutoPay payments include the amount due, plus or minus any payment-related activities or adjustments, and less any credits issued before the customers bill due date. Customers can cancel their AutoPay enrollment any time. ************ enrolled in AutoPay on the current account (2041) on May 28, 2024, and unenrolled on June 29, 2024.
  
  On the current account (2041), Mr. ******************* prints on the 23rd of the month. Any service changes or payments made after that date will appear in the next statement. The billing service period runs from the 28th of one month to the 27th of the following month with a due date on the 18th of the month. If the account is not paid in full by the due date, the remaining balance is carried over to the next billing statement, causing the account to receive late fees and the bill to be higher than expected. The most recent late fee was assessed on July 31, 2024.
  
  On the current account (2041), on May 28, 2024, the bill generated with new charges due June 18, 2024. No payment was received. On June 23, 2024, the bill generated with a balance forward due now and new charges due July 18, 2024. No payment was received. On July 23, 2024, the bill generated with a balance forward due now and new charges due August 18, 2024. On August 3, 2024, a payment was scheduled to made on August 31, 2024. 
  
  On the previous account ******, ************ scheduled a disconnection of service effective May 28, 2024. The same day, a billing statement generated with a credit balance. 
  
  On the previous account ******, on June 3, 2024, a late fee adjustment was applied to the account. On June 14, 2024, the credit balance remaining on the account, was refunded to the credit card on file. On June 19, 2024, a payment was received, which resulted in a credit balance on the account. On June 28, 2024, a billing statement generated with a credit balance, which detailed the billing activity from June 3, 2024, June 14, 2024, and June 19, 2024. On July 5, 2024, the credit balance was processed for a refund; however, on July 14, 2024, the refund was reversed twice, so the credit amount was added back to the account. The same day, a misapplied payment was processed then reversed. On July 15, 2024, and July 19, 2024, payments were received. On July 23, 2024, and July 24, 2024, reactivation fees were applied to the account. On July 28, 2024, a billing statement generated with a credit balance, which detailed the billing activity from July 5, 2024, July 14, 2024, July 15, 2024, July 19, 2024, July 23, 2024, and July 24, 2024. 
  
  On August 1, 2024, a payment was received. On August 2, 2024, a billing correction was made on the account debiting one of the refund reversals that was made on July 14, 2024, in error. On August 2, 2024, the reactivation fees that were charged on July 23, 2024 and July 24, 2024 were credited. On August 2, 2024, a credit was applied for a late fee. On August 2, 2024, a refund adjustment was applied, and a misapplied payment was applied to the account then the same day it was credited from the account. On August 3, 2024, August 4, 2024, and August 5, 2024, reactivation fees were applied to the account. On August 6, 2024, the reactivation fees were reversed as they were applied in error. The billing activity from August 1, 2024, through August 6, 2024, will reflect in the August 23, 2024, billing statement. A credit balance remains on the account. 
   
  Contact with ************ is necessary to determine if he wants the credit balance remaining on account ending in 5838 refunded or transferred to the new account ending in 2041. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:07/20/2024

  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.

  On December 29, 2023, I contacted Xfinity because my internet and cable service were not working/ out of service for two days 2 days. After the customer service representative finally fixed the issue he offered to lower my internet/cable bill if I agreed to a 24 month contract! Additionally, I was offered a $400 device credit if I purchased a $799.99 ******* 23. I received a confirmation email which stated that I would receive the $400 credit soon after I activated the phone! After activating the phone I never received the $400 device credit even though I have in writing a promise and agreement that I would get a $400 credit.I called in January., 2024 and asked where my device credit was ! I was told that the promo had ended but and was told someone would listen to the call from December 29, 2023, to hear exactly what was offered to me and contact me in 24 to 48 No one ever called me back! I called Xfinity in February, 2024 and was put through a two hour ordeal where I had to download a was ****** number and then Xfinity would port over a Number and give me the $400 device credit finally after two months! The Xfinity representative added a second line to my account and I was unknowingly charged additional funds for a second line and I still had no $400 device credit as per the agreement! From January until July 18, 2024, Xfinity has charged me for a second line On July 18, 2024, seven months later I was given a $400 credit, however the funds were not allocated to the $799.00 cell phone as agreed! Instead Xfinity applied the device credit to the cellphone bill! After many calls they now have told me no one in Xfinity has the power to give me $400 device credit! I believe that this is fraud! I was promised in writing $400 DEVICE credit and ********************** has NOT honored the agreement If I knew it was a Bate and switch I wouldnt have spent $799.00 on a phone! Xfinity should honor this agreement! I have made several attempts to get what was promised!

  Business Response

  Date: 08/08/2024

  
  August 8, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  **********************
  ******************
  
  Case Number:22017494
  Date of Notice:July 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.
  
  On December 29, 2023, ******************************* purchased a ******* Galaxy S23. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  ****************** did not qualify for the promotion because she did not port a number to Xfinity Mobile. 
  Upon receipt of this complaint, I contacted ****************** and explained the above information. On July 20, 2024, I applied a credit, equal to the value of the promotion, to the account in lieu of the promotion. ****************** advised that she intends to port her number from Xfinity Mobile to another service provider. 
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  

• Initial Complaint

  Date:07/19/2024

  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 purchased a home security system which included two cameras marketed as wireless. They still required having holes drilled through walls for installation. I have been working for two years to process an exchange for one of th eunused cameras and to get it replaced with a doorbell camera.I have called multiple times spoken to many different people who are unable to assist me. I have gone in person into locations and been lied to and gas light by employees telling me they are unable to perform the exchange. I am at a loss as to what to do regarding this issue as I waste roughly 5-6 hours every time I am free to call them.

  Business Response

  Date: 08/02/2024

  
  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************
              ***********************
              ******, CO 80249
  
              Case Number:                      22017151
              Date of Notice:             July 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal from a complaint submitted to the H33373**635**3**13639H by *************************** regarding H313131393**030**3137H service.
  
  On July 29, 2024, I spoke with ******************. ****************** explained to me that he was given an expectation that our cameras are wireless and are not required to be hardwired and was given the expectation that he could exchange his current equipment for other H313131393**030**3137H Home equipment.
  
  Per our records, on August 17, 2023, ****************** ordered H313131393**030**3137H Home Pro Protection, 24/7 Video Recording, and the H313131393**030**3137H Home Ultimate Home System that comes with ten door/window sensors, a motion sensor, keypad, two cameras,and a touchscreen. The services and equipment for H313131393**030**3137H Home were installed professionally on August 26, 2023 and we had accepted consent via text message for this order by ******************.
  
  I explained to ****************** that all of the cameras that we offer for purchase are all wired and as well as the fact that our website and advertisements show that the camera requires an outlet to be powered and function.
  
  Next, I explained to ****************** that H**303039**3**93332H policy only allows for exchanges on faulty equipment within the one-year limited warranty period for the same piece of equipment,therefore he cannot purchase an outdoor camera and exchange it for a video doorbell. If ****************** wanted a video doorbell, he would need to purchase a video doorbell separately.
  
  ******************, then asked about resale possibilities with H**303039**3**93332H. I explained to him that H**303039**3**93332H does not offer the resale of any H313131393**030**3137H Home equipment and that the only option that is available is a return period of up to 30 days after installation. Once this period has expired, all charges from the equipment become valid and are unable to be removed from the account.
  
  
  
  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,
  
  
  ******************
  XH Sr. Technician
  
  
  H313131393**030**3137H Home Licenses: AK: ******; AL: ******, ****** Complaints may be directed to the Alabama ************************* of ********** **************************************************************************************, **************; AR: ****** Regulated by the ********** of ********************** ****************************************************************************************************,**************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the ****** of ******** and Investigative Services, ********** of ******** Affairs, **************************************************, ***********************; CT: ELC 0189754-C5;DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA:LVU406303, LVU406264, LVU406190, LVU406354; IA: C1**402, AS- 2276; ID: ******;IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039;MI: **********; MN: TS674412; MS: ********; MT: PSP-ELS-LIC-*****; NC:2335-CSA, **************************************************, ***************;**: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; NV:0084470; **: licensed by the N.Y.S. ********** of ***** ***********; OH: LIC#**-89-1732; OK: AC440704; OR: CCB ******; RI: 1398; SC: BAC-*****, FAC-1**40;TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571 Licensed by the Texas ********** of ****** Safety Private ******** Board, P.O. *************************, **************; UT: 8226921-6501; VA: **********, DCJS 11-7361; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211; WY: LV-G-*****. Valid 3/1/24.

• Initial Complaint

  Date:07/19/2024

  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.

  Long story short- onJuly 8th I went to set up a payment arrangement on my overdue bill. For the first time ever Xfinity assistant offered an installment plan which I had never seen before. So I read through and agreed to the 12 month installment plan with a down payment of $50 and $11 and some change for the next 12 months in addition to my bill. I pay the $50 down payment and was informed once I was done with it through a notice that it could take up to 3 days to reflect the installment plan on my account. Fast forward to yesterday July 18th. I get a notice that my $190 some odd dollar automatic payment didn't go through. So I contacted Xfinity customer service and was basically informed that since I was on the Xfinity assistance plan that I wasn't eligible for an installment plan. Even though on the website it actually specifically says that if you do not qualify you will not be given the option to even have one. So whether or not they say I qualify the website allowed me to not only qualify but actually pay for and what I thought, starting the installment plan. On the 18th I spoke to two separate people. On the 19th my internet got disconnected.Over the course of the last day and a half I have spoken to eight different people and spent about 4 to 5 hours trying to deal with this. Every conversation I have had online or with your call center has gone almost the exact same every time I don't feel like I'm even dealing with any real humans because it is 100% the exact same script every time and no one seems to understand at all what's happening. If I didn't qualify for this payment plan then I shouldn't have been offered it and should not have been able to pay the down payment. They refuse to honor that payment plan. And since I didn't budget for having to pay the entire overdue balance I don't have internet anymore and just ended up canceling the service altogether because there wasn't a single person that could even understand what I was saying or cared to help.

  Business Response

  Date: 08/09/2024

  
  August 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  *************
  Apartment 105
  ********************
  
  Case Number:22017054
  Date of Notice:July 20, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 26, 2024, I spoke with ****************** regarding a payment arrangement request. Our records indicate that ****************** subscribed to Connect Internet and rented a modem from Comcast. On May 18, 2024, due to nonpayment, Ms. ******** services were transitioned into the Xfinity Assistance Plan for Affordable Connectivity Program (XAP ***). Under XAP ***, internet speeds and the monthly rate were lowered. On May 19, 2024, the last *** credit was applied as the program had ended and services were restored. 
  
  The May 21, 2024, billing statement reflects prorate credits for the removal of the Xfinity Assistance Plan and partial charges for services back for Connect More package. This billing statement also reflected the last due balance, late fee plus new charges for a total due.
  
  On June 17, 2024, due to continued nonpayment, Ms. ******** services were transitioned back into XAP ***; however, this was in error as the *** program had ended and services should have been suspended. The total balance on the account as of June 17, 2024, included a past due amount. The transition back to XAP *** is reflected on the June 21, 2024, billing statement, including a prorated credit.
   
  No payment was made. On June 17, 2024, the account was re-enrolled in the Xfinity Assistance Plan Internet Essentials Plus at a monthly rate. This created prorate credits and partial charges for services added. The June 21, 2024, billing statement reflected this change, the past due amount, late fee plus new charges for a total due.
  
  On July 8, 2024, a partial payment was made on the account. This payment was insufficient to pay the outstanding past-due balance to remove the account from XAP ***. 
  
  The account was disconnected on July 21, 2024, with a billing stop date of July 19, 2024, due to non-payment.
  The July 21, 2024 reflected the account disconnection which created  prorate credits, partial payment from July 8, 2024, past due amount, and onetime charges for two unreturned equipment fees for a total due.
  
  The unreturned equipment fees can be reversed when the equipment is returned. The customer can return the equipment at the local Xfinity store or **** at no charge. 
  
  On August 3, 2024, the equipment fees were reversed and the final balance now due. Another billing statement *** or *** not generate. 
  
  Finally, on July 20, 2024, ****************** began NOW Internet  at her residence, which is a prepaid service. 
  
  Please be advised the billing on this account was accurate at that time. 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:07/19/2024

  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.

  Beginning in mid-April, my internet cable was broken during construction and repaired within 48 hours. However, since then, I have been trying to get the cable buried. Despite several phone calls and in-person meetings with Xfinity team members and management, the cable remains unburied. Scheduled appointments on July 3rd and July 8th were missed, even though Xfinity claimed the job was completed. On July 8th, a manager escalated the issue, promising resolution within seven days, but it remains unresolved. This is the seventh attempt to have the cable properly installed. The exposed cable creates trip hazards and is an inconvenience, yet I continue to be charged for incomplete service. I seek your assistance to address this matter urgently.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
              ******************
               ***************, IN 46818
  
              Case Number:                    22016721
              Date of Notice:             July 20, 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 his concern with the Comcast line. On April 19, 2024, a technician was out where they indicated they repaired a cable drop that was cut. On June 27, 2024,the request to bury the line was escalated.
  
  On July 25, 2024 the line was successfully buried. On July 31, 2024 I spoke with ****************** who confirmed that the line was buried and all work completed to satisfaction. 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: 08/08/2024

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

• Initial Complaint

  Date:07/19/2024

  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.

  Internet and cable service interrupted due to storm on Monday 7/15. Scheduled service technician to repair for 7/19 between 1-3. Received text stating tech was on the way and another stating tech had arrived and would be with me shortly. Nearly an hour later, there had been no contact made by said tech. Contacted Xfinity customer service via the message stream about the appointment. **************** rep first stated another appointment was set for the earliest date of 7/23 between 3-5pm. I said that's not good enough. Someone needed to show up today, the day I set aside for the scheduled appointment. He then made an appointment for today between 4-6pm. It is 6:02pm and we are still without service, without contact from Xfinity explaining the situation or offering a solution. We are paying for services not received as well as loss of a personal day from work. Another day will be lost on Tuesday and there is no guarantee an service technician will show up. We kept our agreement to pay for services, yet Xfinity is not keeping their end. They are also causing significant issues with limitations of employment and personal time off when their hired technicians do not keep appointments yet claim they have completed a job.

  Business Response

  Date: 07/31/2024

  July 31,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************************
              ****************
              ***********, ** 61611
  
                  Case Number:                      22016671
              Date of Notice:             July 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  I made several attempts to contact **********************, an authorized user on the account of ***************************, via telephone and email. Unfortunately, my attempts were unsuccessful. Our records indicate on July 17, 2024, a service visit was scheduled to be completed on July 19, 2024. On July 19, 2024, the appointment was placed on hold due to the tap being down with no signal coming from the pole.
  
  On July 19, 2024, the service visit was rescheduled for July 23, 2024. On July 23,2024, a service visit was completed during which time the technician activated an outlet and referred the address to maintenance for a non-service affecting concern. An internal review of the signal levels to the residence confirms they are within Comcast specifications.
  
  In addition, within the past 30 days, ************************ services were affected by several outages lasting more than 20 minutes. On July 11, 2024, ************************ area was affected by an outage, causing the loss of service for multiple customers. That same day, ********************'s maintenance team identified and corrected the issue causing the outage by installing a trap.
  
  On July 16, 2024, ************************ area was affected by an outage, causing the loss of service for multiple customers. On July 17, 2024, ********************'s maintenance team cleared the outage with the restoration of residential power. On July 17, 2024, ********************* was affected by a second outage in her area, causing the loss of service for multiple customers. On July 17, 2024, ********************'s maintenance team cleared the outage with the restoration of residential power.
  
  On July 19, 2024, a credit was applied to the account for the loss of service. The credit will reflect on the August 12, 2024 billing statement.
  
  To address any additional concerns, contact with ********************** is necessary. I apologize 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:07/19/2024

  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.

  In May of 2024, I signed up for Comcast Essentials+. I was told as part of a promotion, they were offering a free phone along with a free line. I signed up for this promotion, however after at the first billing cycle, I was being charged 40$ for the line. I contacted comcast numerous time about this, every time they had a different answer as to why, while reaffirming that It should be free. The first month, I spent over 12 hours on the phone with them trying to get it resolved. They eventually credited my account for the first month. The 2nd billing cycle just ended, and again I was being charged the erroneous amount. I contacted comcast again, and after another 3 hours, got it resolved again, however the promotion is still not applied to the account, so I will have to contact them again in a month. I've spent 14+ hours now trying to correct and troubleshoot an error that comcast made. At this point, it feels strongly that they are actively attempting to defraud me. I've been told so many different and contradicting stories, so many promises it would be resolved and I would get a call back. At this point, i've been promised a call back no less than 8 times, and not once have they reached back out to me about this issue. They've told me there was no such promotion, then told there was, was told after the first billing cycle it would automatically be applied, been told after 3 months it would be, ive been told it should be applied on the first cycle, ive been told it would be resolved and I wouldn't need to readdress issue, i've been told it was already resolved, ive been told the promotion window was from March to June, and that since I started the plan in May it was outside that window, they were trying to argue that *** wasn't inbetween those months (I know right?). They've told me every lie they can think up to fabricate.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:          *************************
                  ********************************************************************
                  ******,MI 48162
  
                  File Number:                        22016119
                  Date of Notice:                     July 19, 2024
  
  To the Commission:
  
  This letter is in response to the above-referenced complaint submitted to the Commission by *************************.
  
  On May 16, 2024, ************************* purchased a ****** Pixel 8.At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ************************* satisfied the promotional requirements and is currently receiving monthly device payment credits in accordance with the promotional guidelines.
  
  On May 16, 2024, ************************* purchased a ****** Pixel 8.At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly credits for 12 months towards the ************** plan, provided they satisfied certain requirements. To qualify for the promotion, customers were required to activate a new line of service with Xfinity Mobile within 90 days of the Internet Essentials Plus order. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with ************** plan are lost.
  
  ************************* satisfied the promotional requirements, but the promotion did not reflect on the account. On August 1, 2024, the promotion and credits to account for the prior months of the promotion were applied to the account.
  
  Upon receipt of the complaint, I contacted ************************* and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/19/2024

  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.

  On July 19th, 2024, I contacted Xfinity to initiate a disconnection due to poor customer service and ongoing outages in my area. After roughly 3 hours of waiting, I was able to reach a customer representative who was able to help me. At my request, the representative assured me that my plan would continue until the end of my billing cycle upon my cancellation. I emphasized during the call that I am working from home, and my livelihood depends on an internet connection. Additionally, the provider I am switching to can only arrive for installation at the end of the billing cycle (a fact the Xfinity representative knew). Since I trusted what the Xfinity representative said in the conversation, I confirmed that I wanted to cancel my service. Shortly after, the demeanor of the representative completely changed and became more agitated. I received a voice confirmation that my account was canceled, but later found out that it was canceled effective immidetaly. Multiple attempts to reach Xfinity through chat or phone were unsuccessful. Since I am unable to obtain internet access through other providers at this short notice, this Comcast/Xfinity business practice will severely affect my livelihood and ability to work in the near future, and is extremely retaliatory in nature.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************
  *************************************************************************>******************
  
  Case Number:22016077
  Date of Notice:July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  Several attempts were made to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. ******************** records reflect that on July 19, 2024, ************** requested disconnection of his services. On July 19, 2024, a Comcast representative processed the disconnection order, and Mr. ****** services were disconnected. Our records do not support Mr. ****** claim that he requested a different disconnection date.
  
  On July 24, 2024, a Comcast representative spoke with **************, and explained that Comcast does not compensate for lost wages. I explained that ************** currently has a credit balance, but that his account was not finalized, as he had not returned the equipment. I informed ************** that if he did not return his equipment within 30 days, he may be charged an unreturned equipment charge. I apologized for any inconvenience and 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 **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:07/19/2024

  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 purchased a mobile phone from this location on July 8, 2024. Unlike my previous phone, it was unable to receive service at my residence. On July 9, I attempted to return the phone at a local store but was informed that returns could not be processed there. I then called Xfinity Mobile and initiated a return process. I have been waiting for a return label to be emailed to me since then. Despite multiple calls, the label has not been sent. On July 18, I was informed that there is an error preventing the email from being sent. Additionally, I attempted to return the phone at the original store, but was told that in-person returns are no longer possible because a return process has already been initiated.As a result, I currently have no way to return the phone and do not want to be billed for a device that I cannot use.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              ****************
              **********, WA 98329
  
                  Case Number:                      22009085
              Date of Notice:             July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  On July 23, 2024, I was able to speak to ************ regarding his Xfinity Mobile concerns. On July 8,2024, ************ purchased a ****** Pixel 8 device on a device payment plan for 24 months.  On July 13, 2024, a return order was processed, however, ************ had not received a return label in order to send the device back to **********************. On July 23, 2024, a ***** Return Label was emailed to ************, which I confirmed he received.  On August 1, 2024, the ****** Pixel 8 device was returned to Xfintiy Mobile. On August 1, 2024, the line was cancelled, the balance of the device removed, and a refund was automatically processed for ************* initial payment of the device. 
  
  On August 1, 2024, *********** was advised of the above information via email. 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,
  
  
  **************
  XM Executive Resolutions
  
  
  

• Initial Complaint

  Date:07/19/2024

  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.

  Harassment

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:      *****************************
              *********************************
              **************************
  
              Case Number:                      22015853
              Date of Notice:             July 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On July 22, 2024, I spoke with ******************, however, ****************** ended the call before providing the required account authentication information. Please be advised that before any account information may be discussed and/or released account authentication must be completed. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions