Complaints

This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2024

  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.

  We are without service, which was due to either a car accident taking down a pole, wires/cables, tree limbs or the cutting of the limbs after the accident to move away from cables. Two appts. were scheduled for today. The first one from 1-3 and the second from 3-5. **** services, long wait times on calls, multiple steps required by each rep., rescheduling for another day, call backs from my phone calls to avoid the long waits on line, and them saying other reps were wrong. We are and have been without service for something out of our control.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  

  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  

  Re: ***********************
  *********************
  ******, DE 19940
  

  Case Number: 22010253
  Date of Notice: July 18, 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 19, 2024, a service visit was scheduled during which time the technician diagnosed and corrected
  the service issue by replacing a defective overhead drop and ground block. On July 22, 2024, I spoke with
  ************** and verified that services are working correctly. 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,
  ****************
  Elite Customer Experience

• Initial Complaint

  Date:07/18/2024

  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.

  Xfinity provided my internet service under Comcast. They have raised my bill and rather than working towards customer loyalty, I am cancelling my services. Despite not providing service, they will not refund the account they pulled the money from. Their policies only allow for credits: gift cards and checks to be physically mailed. Even though they are not rendering services they will not return the money to the account they took it from. The customer service *** said that I need to call my bank to cancel the payment. The support received from the company was threatening and combative. After calling my bank they are unable to cancel charges. I will have to go through the dispute process once the charge settles. I am extremely disappointed with how I was treated and this whole process. I spent a total of 3.5 hours with Xfinity's customer service alone, and that does not count the additional time with the bank. If I go through the dispute process I will now have to have new cards distributed, and this does not guarantee that they won't bill me in the future and try to hurt my credit. For resolution I would like the charge to be cancelled, and the money returned to my account.

  Business Response

  Date: 07/30/2024

  
  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ***************************************************
              *********, TN 37203
  
  Case Number:                    22009738
                Date of Notice:             July 18, 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 communicated via email with **************** regarding her billing-related concern. I explained that on June 21, 2022, records indicate,she accepted and consented via the website (.com) to a 24-month promotional offer for the Fast Internet service. This includes a service discount and a self-service discount for signing up for Eco-bill and Autopay by bank account (ACH).  This promotional pricing was effective June 26, 2022, through June 25, 2024. If **************** removes either Eco-bill or Autopay, then **************** will lose the self-service discount. On June 21, 2022, **************** accepted and consented via the website (.com) to a 24-month promotional offer for the xFi Complete at no cost that includes a promotional discount.  This promotional pricing was effective June 26, 2022, through June 25, 2024.
  
  There is no record of **************** requesting to disconnect the account before July 18, 2024.
  On July 18, 2024, **************** made a payment towards the account for the balance on the billing statement dated June 26, 2023, and was reflected on the billing statement dated July 22, 2024. On July 18, 2024, **************** received a billing adjustment credit for the promotion rolling off but per finance, credits are not due for refund, and they were reflected on the billing statement dated July 22, 2024. On July 18, 2024, **************** requested to disconnect the account that was completed on July 22, 2024, with an effective stop billing date of July 18, 2024.
  
  On July 22, 2024, the billing adjustment that **************** received on July *******, was debited by finance and was reflected on the billing statement dated July 22, 2024. This left a credit balance on the account that is due for refund.  Because **************** made a payment within 30 days of the account being closed then she will get the refund back to her card within ***** business days once the refund is processed. On July 24, 2024, I communicated via email with **************** and let her know that until the equipment is returned then the refund will not be processed. I advised that if she disputes the payment the balance will be sent to collections as well as she will be charged for unreturned equipment. 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: 07/30/2024

  [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: 22009738
  
  I am rejecting this response because:
  As I responded in email, this is again not what I was told on the recorded phone call with the representative.
  The refund should be for all except $15 which is not what you are saying or refunding.

  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/09/2024

  This message was received today with no context. They are continuing to not resolve the issue, and not follow up with what was communicated by their service ****

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Xfinity home internet on June 24, 2024. I picked up my modem/router on June 25, 2024, but I was unable to set up the modem/router. So Xfinity sent a service technician on June 27, 2024 to set up Internet. However, he was unable to set up the internet because he said my house is not set up for xfinity and extensive construction would be required. So that same day I called xfinity and cancelled my service, since they dont in fact serve my house. I also returned all the equipment unused. However, Xfinity charged me for home internet on July 17, 2024. I would like a refund since I cancelled due to their inability to provide service (I received cancellation confirmation via email on June 28, 2024). Their customer service phone number is very frustrating and unable to help me.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  **********************************************************************
  
  Case Number:22009726
  Date of Notice:July 18, 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 a refund request. Our records indicate that ******************** was unable to have services installed as her home was not set up for Xfinity services. ******************** was informed construction would need to necessary to have services installed. ******************** opted to cancel services effective July 1, 2024.
  
  ******************* was due a refund for a previous payment made for unrendered services. I applied a credit on July 22, 2024, to ensure ******************** received her full payment refunded. On July 26, 2024, a refund was processed back to the payment method on file. On July 29, 2024, I spoke with ******************** and she confirmed she has received her refund in full. 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: 08/06/2024

  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. ******** was very helpful and effectively resolved the issue.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Comcast (Xfinity) provides my home internet service. I have been trying to cancel the service now for 24+ hours with 5+ separate instances of reaching out to their systems (you CANNOT speak with a representative as they route you to their chat bot).EVERY time I say "cancel my service" the only option I get is "click here to speak or chat with a representative". Once I click, it says someone will call me back "in a few minutes." 5+ attempt over 24 hours and no one has called back. I see online that other customers have experienced this and continue to get billed for months because they cannot cancel their service as company is unresponsive. All this on top of the fact that the service never worked - I had to unplug and restart my cable modem 3+ times per day and they have a dozen complaint from my about this in their system.

  Business Response

  Date: 07/26/2024

  
  July 26, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  ***********************************************************
  ********************
  
  Case Number:22009556 
  Date of Notice:July 18, 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 **************** via telephone and email. Although I was unable to reach ****************, a review was completed on the account. On June 14, 2024, a service call was completed wherein the technician resolved the service issue by re-provisioning the leased Comcast modem.
  
  Our records indicate on July 18, 2024, **************** requested to disconnect the account. On July 26, 2024, the account was fully disconnected and backdated for effective date July 17, 2024. There is a credit balance on the account which will reflect on the final billing statement. The credit balance will be refunded back to the last payment method on file within 10 business days. I apologize for any inconvenience experienced 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

  [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: 22009556
  
  I am rejecting this response because:
  While I appreciate the business acting in accordance with its policy and applicable law regarding cancellations, I would like the business to fix its chat and customer service system so that it does not prevent 90% of people who try to cancel from easily doing so. There is no way, given the detailed process flow of the chat system and its interaction with both humans and automated systems, that it takes 8 days to cancel my service. When I add a service like HBO, its easy and INSTANTANEOUS in all respects. Yes Im being a pain in the a** here but you guys are not building loyalty or any goodwill (Ill never use you again after 20 years as a customer) given your policies with customer service, pricing and operations/ execution. Best of luck to you, no other action is required on your part.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  just to set the stage here i work from home and pay for xfinitys highest internet speeds. i have no other options in the area for any other internet companys with download speeds over 100gbs which i need since im in meetings a lot of the day. for the past 5 days my internet has dropped out for 30 min-1.5 hours per day. i reached out each day and by the time i got into a chat or phone with someone it started working again and they claim no issues. they have looked into everything and cannot provide me an adequate reason as to why my internet is not working as it should. at this point in time, i have become fed up with xfinitys inconsistency but i have bo other options for the speeds i need for work.i feel they should compensate me for my time lost at work which this week alone has totaled 4.5 hours in 4 days

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************
               *****************
               **********, DE 19805
  
                Case Number:              22009108
                Date of Notice:             July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 24, 2024, I spoke with ********************** regarding a service concern.I was informed the issue had already been resolved and no further assistance was needed. However, due to the modem showing as not recognized, a service visit was scheduled for July 30, 2024, to investigate the issue.
  
  On July 30, 2024, the service visit was completed during which time the technician was unable to correct the problem because there was an access issue on site that prevented the repair. Our records indicate the signal levels to the home are within specification; however, the modem still is not recognized.
  
  After our initial conversation, I was unable to speak with ********************* to verify the service is still working correctly.
  
  On August 5, 2024, I applied a credit for the service issue. This credit will reflect in the August 13, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations
  

• Initial Complaint

  Date:07/18/2024

  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 received a call from my parent's phone a collector that Xfinity has given an overdue account. First let me say no more phone calls on that phone they will call police and press charges. Second, I received a text message that says my account is overdue and I pay ***** plus dollars a month and there telling me I owe tons of money I also have the modem. Third I was receiving Xfinity Wi-Fi for free and then I started getting charged for stuff that I wasn't supposed to. My attorney will be taking Xfinity to court if I can't get free Internet again. I will never get Xfinity again. They gauge in prices. If people want Xfinity sell your products for less and get everyone leaving other services. Thats how you make money. Stop charging people for stuff that we don't have. It's against the law and I didn't tell Xfinity to start charging me again. Free Wi-Fi through Government.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  BBB of **************************; ********************
  ********************************************************************************************
  **********************
  
  Re:*****************************
  **********************
  **************************
  
  Case Number:22008974
  Date of Notice:July 19, 2024
   
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ********************************* regarding Xfinity service.
  
  ********************** subscribed to Internet Essentials ************ at the monthly rate of $29.95. 
  
  The federal government announced that April 2024 would be the last month that it would fully fund the **** As of June 1, 2024, the *** has concluded and, going forward, customers that were enrolled in *** with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services. 
  
  On December 4, 2021, ********************** was approved to enroll in the Emergency Broadband Benefit Program (EBB)  with Xfinity.  On December 31, 2021, EBB concluded and was replaced by the Affordable Connectivity Program (***).   Beginning with his December 22, 2021 billing statement, ********************** consistently received an *** credit each month until September 19, 2023. 
  
  The federal guidelines of the *** state that a customer must use their ********************** service to continue to receive their *** benefit.  Accordingly, in order for a customer to keep receiving the *** benefit with Xfinity, Comcast needs to be able to verify usage of their Xfinity Internet service.  As of September 19, 2023, Mr. ********** Internet usage was still not registering; therefore, he was unenrolled from *** with Xfinity.
  
  On June 19, 2024, Mr. ********** account was disconnected for non-payment with a stop billing date of May 20, 2024. On July 4, 2024, the outstanding balance was referred to a collection agency. 
  
  An issue was found with Mr. ********** account, which led to his *** unenrollment. This issue was resolved and a credit was applied to Mr. ********** account. On August 6, 2024, a credit was applied to Mr. ********** account, which makes his account now eligible to restart service. Additionally, the account was forwarded to our collections team to have the account recalled. The unreturned equipment charges will be removed if the equipment is returned or when ********************** restarts his account.
  
  On August 7, 2024, I spoke with ********************** in an attempt to assit with restarting his service as requested but he requested to reschedule the call.  On August 8, 2024, I made an unsuccessful attempt to contact **********************.  
  
  Should you have any questions, please feel free to contact me. 
  
  Sincerely,
  
  
  **************
  Executive Customer Relations 
  **************
  

• Initial Complaint

  Date:07/18/2024

  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 name is *****************************, ******************************************* ******************** ********** During the Month of April 2024 a storm came thru and lowered the cable wire so low that one could touch it.I placed many calls to Xfinity to come out to raise the wire. the company never sent anyone. Please pull phone records.*** 24 we had a major storm which knock down that same wire that wire that I had been calling on for many times. the wire split in half leaving part hanging in front of my door and the other part dangling in the street which obstructed the road way people was afraid to pass because they thought wire was live. (I have video)I call Xfinity how dangerous this is explaining that I had place several calls and this could have been prevented.This happen on *** 24,2024 we was without cable and wires hanging in from of my house and obstructing the street.The representative confirm all of my previous call that I mad. she then stated no one will be able to come out until Monday. 27,2024 She placed me on hold for a long time she came back she gave me a three month credit she stated she had to run it through several department to get it approved. *** 24,2024 I already had a ***** credit with the three months that would have taken me thru August 2024 with my credit. As of 7/17204 my service was disconnect.I spoke with a ****, ****, ***** then transferred to supervisor *******, she turn services on for one day but the was turn back off the next day. She even told me a Manager by the name of ***** will be giving me a call I never received the call.***** was the name of the representive I spoke with on 5/24 She gave me the ECM0007420724 for the cable line and *********** conformation #Each represenative shared a different story and stated they did not see that in the system. ******* the supervisor said that the agent made a mistake.I would like for the record to be pulled for *** 24,2024 and to have my services back on ASAP As agreed on the *** 24

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
  
              ,FL 32208
  
                Case Number:                    22008947
              Date of Notice:             July 18, 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 her concerns with the Comcast line. Our records reflect a service visit was scheduled and successfully completed on May 25, 2024. The technician diagnosed and corrected the service issue by replacing the drop cable line to the home that was damaged in a storm.
  
  On July 18, 2024, Ms. ********* services were interrupted for non-payment. On July 19, 2024, I applied a one-time credit to Ms. ********* account for the past due balance which restored her services shortly thereafter. The credit was reflected on the billing statement dated July 25, 2024.
  
  To confirm the service concerns had been fully addressed, I scheduled a proactive outside only appointment for July 21, 2024 which the technician completed by replacing a connector.
  
  On July 23, 2024, an Executive Customer Relations representative had spoken with ******************** who advised all services are working correctly. ******************** stated her concern was that she did not receive the previously requested credit for the cable line that was damaged in the storm.
  
  On July 26, 2024, I applied a one-time courtesy credit to Ms. ********* account.The credit will reflect on the billing statement dated August 25, 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 

• Initial Complaint

  Date:07/18/2024

  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 contacted Xfinity to review my internet billing as I had a promotion expiring at the end of my next billing cycle. I spoke with a customer service representative who told me they had a promotion to lower my internet and save me money on my mobile service. I signed up fro Xfinity mobile the same day as was told I would have a *** card sent to my home *** 2 day and then it would be able to be activated. I waited 1 full week, and contacted Xfinity again as I had not received the *** card. I was told it would be there in 2 days. I waited 2 more days, and contacted Xfinity AGAIN. This time, I was told the rep would follow up with *** and get exact delivery info. The rep called me back and said the *** card would arrive 7/17. On 7/18, I contacted Xfinity again because the *** card hadn't. After I saw I was already being billed for mobile services even though I had no services set up yet, I told Xfinity I no longer wanted to try to start the Xfinity Mobile. They cancelled it because I was "within 14 days of activation"- but I had not activated anything as I did not have equipment to activate. I then asked for the rep to review my Internet bill, as it was lowered on a promotion based on Mobile services. After waiting a while, I was told that the bill would not be increased $20 more dollars. When I told them the issue I was having with the Mobile and I couldn't pay that much for Internet and I would need to cancel if they couldn't work with me somehow, they said sorry and would process the cancellation. I was told first my billing cycle was 7/15 - 8/15, then once I asked to cancel, I was told it's actually 7/3 - 8/3. So, I don't even know how much I will be charged in the end for services I did not even receive. It is very clear that Xfinity does not care about customer retention or customer service, as it has been extremely frustrating and now

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***************************
              *********************
              *******, GA 30040
  
                 Case Number:                     22008752
              Date of Notice:             July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****************************** regarding Xfinity service.
  
  Our records indicate Ms.****** billing statements for her residential service are generated on the 12th of each month for the services billed from the 16th through the 15th,and payments are due by the 3rd.
  
  The promotional rate for Fast Internet and xFi Complete was set to expire on July 15, 2024, as reflected on the June 12, 2024 billing statement. However, on July 3, 2024, ************** upgraded her package and subscribed to a 12-month promotion with a term agreement for Superfast Internet and free Modem rental, effective until July 15, 2025. On July 3, 2025, the term agreement would expire, and the standard retail rate would apply on July 16, 2025. ************** received an additional discount due to her enrollment in both automatic payment deductions from a bank account and paperless billing. If either automatic payment or paperless billing is removed from the account, the discount will no longer apply.
  
  On July 8, 2024, a courtesy credit was applied to Ms. ****** account. The change of service and credit is reflected on the July 12, 2024 billing statement.
  
  On July 18, 2024, we processed Ms. ****** request to disconnect her residential service, with an effective stop billing date of August 2, 2024.
  
  On July 19, 2024, I spoke with ************** regarding her concerns. I explained the above information. I processed her request to maintain the residential service and placed the account in a 24-month promotion with a term agreement for Fast Internet and a separate 24-month promotion for the Modem rental. The promotional rates will be effective from July 19, 2024 until August 15, 2026. On August 16, 2026, the standard retail rates will apply. ************** will continue to receive a monthly discount due to her enrollment in both automatic payment deductions from a bank account and paperless billing. If either automatic payment or paperless billing is removed from the account, the discount will no longer apply. This change will reflect on the August 12, 2025 billing statement.
  
  Regarding Ms. ****** Xfinity Mobile concern, on July 8, 2024, ************** initiated Xfinity Mobile service when she ordered two sim cards to be activated on two customer devices, which qualified under the Bring Your Own Device (BYOD) offer. ************** experienced issues as the *** card was not delivered on time. As a result, ************** decided not to move forward with Xfinity Mobile services.
  
  On July 19, 2024, an Xfinity Mobile representative contacted ************** and advised her she could visit a retail location to have services activated if she still wished to move her mobile services to Xfinity. In addition, a one-time credit was applied to the upcoming September 4, 2024, bill to clear all charges related to the two lines,which were never activated. On July 19, 2024, ************** visited a retail store and activated her BYOD device on an ***************** plan.
  
  Additionally, ************** activated a second line with the purchase of an iPhone 15. On July 26, 2024, an additional courtesy credit was applied to the September 4, 2024 bill. An apology was provided for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations

• Initial Complaint

  Date:07/18/2024

  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.

  Two months ago we had a service issue. My contract is for 500mpbs, however for 43 days our service was at 50-100mpbs. This occurred with the next door neighbor as well. We both contacted Comcast for ***air and they finally came out. The went to her house first as I was working and they ***laced her service line and all was well. They issued her a credit roughly ($172.19) for her issues.I came home that night and my service was completely dead. So a technician came out a few days later and determined that they somehow cut our main service line and a new one would have to be ran and this was setup for a week later.As with my neighbor, we also were promised a credit for the 43 days and I was also promised an additional credit due to being without service for 6 days, all totaling $200 (ish) when it was all said and down.I had also upgraded my service that day from 500 to 800mbps. So all was well. The upgrade and service *** told me that the credit would take a billing cycle or two and would then be applied...as of 7/15, the credit had not posted. I have a past due of $504 and this is supposed to be $304 so I contacted support Monday and talked to a *** named "******" who said he found the credit and it would take more time to post but didn't have a date....fine.Today, 7/18 I contacted support to check on this again and was told buy the first *** that he couldn't find it, the second *** that they were working on it then four ***s later and 3 hours on chat I was told that they won't issue a credit, only credit for the 6 days with no service.The *** verified the amount and credit Monday, the neighbor and I had the same issue and ***aired the same and she has received her credit but we still haven't.I have never EVER had issues with Comcast all until the last few months and this is the SECOND time I have been promised something by Comcast, taken them at their word and upgraded or done something with them and then blatantly lied to about what I was promised!

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       ***************************
              ***************************;        
              **************, ** 24073
  
                 Case Number:                     22008651
                 Date of Notice:             July 18,2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***************************, regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and email. However, my attempts were unsuccessful. A service visit completed on May 2, 2024, where the technician referred the job to our construction team as non-service affecting. On May 17, 2024, the underground connection work was completed.
  
  An interaction with ****************; committing to any mentioned credit, has not been found. To review this concern, further,contact with **************** is necessary. I apologize for any inconvenience that may have been caused, while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  
  

  Customer Answer

  Date: 08/03/2024

  This information above from ****** is incorrect as I have made multiple attempts to call him and his voicemail is full. I replied to the initial email and was contacted by one of his associates who told me ****** was out of the office so I will be working with her on this complaint. 

• Initial Complaint

  Date:07/18/2024

  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.

  I have been having issues with cable and internet off an internet for a couple of years. Last month was the worst service I have ever had. Because my service was sporadically going out my phone would default to my data being used. As a result my bill this month is over $400 as compared to the usual monthly $26. They did very little to rectify the billing issue which was caused by them. Please assist me in getting my proper refund that they owe me.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       ***************************
              ************************
              *********, MA 02184
  
                  Case Number:                                      22008513
                  Date of Notice:                         July 18,2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity Mobile service.
  
  On June 25, 2024, a service visit was scheduled during which time the technician diagnosed and resolved the service issue by replacing a defective drop connection. On July 25, 2024, I spoke with ****************** and verified that services were working correctly.
  
  On July 19, 2024, I spoke with ****************** regarding his Xfinity Mobile concerns. Xfinity Mobile records confirm that ****************** was on the One GB *********** prior to July 18, 2024. For the billing period May 28 through June 27, 2024, a total of 19.2 GB of data was used, resulting additional shared data charges on the June 28, 2024, invoice.Xfinity Mobile customers can view their data usage via the Xfinity Mobile App and website. It *** take up to 6 hours to refresh their data usage. We also send an email and push notifications when customers use 50%, 80%, and 100% of the allocation. ****************** was charged for the data overages on July 18, 2024.
  
  On July 25, 2024, a credit was applied to the account as a courtesy to waive data charges incurred which will be reflected on the August 21, 2024 billing statement. On July 18, 2024, ***************** switched his mobile data plan to the ******************** plan. 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 Specialist

  Customer Answer

  Date: 07/31/2024

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