Complaints

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

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast, Inc.

  91 N Saginaw St Pontiac, MI 48342-2165

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  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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: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 am experiencing significant challenges with my internet connection. It disconnects frequently, multiple times within an hour. Additionally, the speed is only 96 megabits per second, which is considerably lower than the promised 800 megabits per second that I am paying for as per the contract. Furthermore, the customer service support has been unsatisfactory. My complaints have gone unanswered, and I have not received any refund for the poor service.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:       *************************
              *************************
              **********, ** 60073 
  
                  Case Number:                                      22006895
              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 31, 2024, a service visit was scheduled during which time the technician the technician was unable to identify any service issues. On August 1, 2024, I communicated with ***************************** via email to advise him of the technicians findings.
  
  On August 1, 2024, a courtesy credit was applied to the account which will be reflected on the August 27, 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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity Mobile has a technical error with my account preventing me from moving my phone number from their service to another carrier.After8.5 hours on support call, they bricked my account preventing me from being able to make calls or texts, then told me they would not be able to continue supporting until the next day.This is creating severe impacts on my ability to work and live. I am unable to communicate with anyone through my phone leaving me in a dangerous situation. They have repeatedly denied being able to support me further.My personal data is being held by Xfinity and Comcast and they will not release it to me. They will not fix the errors on my account that they created. No compensation or solution has been offered.

  Business Response

  Date: 08/06/2024

  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
  ,CA 94109
  
  Case Number:                                  22006808
              Date of Notice:                         July 18, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by *****************************.
  
  Xfinity Mobile is obligated to honor all port-out requests from other providers if the telephone number is active and the requested account and device information matches the necessary data.  There was no record of Xfinity Mobile receiving any requests for the port of Mr. ******** telephone number.
  
  Upon receipt of this complaint, Xfinity Mobile reviewed Mr. ******** ******* concerns. Results of the investigation determined that ****************** changed the Bring Your Own Device on his line on July 17, 2024, which required Over the Air Activation to connect his new replacement device to our network in order to receive ******* on the new device. Account records document that multiple agents correctly advised him of the proper steps and processes to take to initiate the activation and connection of his new device, owned by him and not purchased from Xfinity Mobile. Network activity shows the new device has been active on our network with usage of calls and texts beginning July 22, 2024.
  
  On July 25, 2024, I spoke with ****************** to advise him of the above information and provide the necessary information for the port of his telephone number. I provided my contact information to ****************** so that he can contact me with any questions or concerns that he may have regarding this matter.
  
  Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Myself and my wife have had Xfinity services at or address of *************************** ************, **. *****. We split half the bill and I decided to put Xfinity into my name. After speaking with a representative, I then went to the Xfinity store to pick my equipment up and had them verify my address. I had services for two weeks and then Xfinity turned the services off. Spoke to Billing and they said there was a mistake on their end and services were restored. A week later services were turned off again. I spoke to a manager and she said in my opinion your services needed to turned off. I tried to get Comcast business and they have completed terminated services at my address. I have paid the monthly charges and they still will not turn services or for my business

  Business Response

  Date: 07/25/2024

  July 19, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
              *********************
              ************, ** 22942
  
              Case Number:              22006730
              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, I spoke to **************** regarding a disconnection concern. Our records indicate that *************** is associated with two outstanding debts under accounts ending in 0541 and 3384, which resulted in the account being disconnected. These balances must be settled before services can be reinstated. I apologized for any inconvenience and the overall experience 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: 07/25/2024

  [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: 22006730
  
  I am rejecting this response because:

   

  The outstanding balance is by another person whom is my Girl Friend *********************. She had service prior to me moving to the address on file. I was told if any of the past due balances were paid either if us could receive the services restored. Now someone has went into the account and placed notes stating that no service is allow until both are paid in full. This like the manager in collections stated to me in a recorded line in my opinion. This is not good business from either end. I should not be told one thing and then it gets changed due to someones opinion. I ask you to out yourself in my situation. 
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Ive had internet,cable, and phone with this company for a while. In September of 2023 I contacted this company to cancel phone and cable because my bill was increasing more and more each month. On top of that, i hadnt used the phone service at all and the cable in almost a year. Sometime around October/November 2023 I switched to the $29.99 /monthly internet plan. Each month I received a $30 credit from the government and was told there was no need to make a payment because the credit each month was enough to cover it and it would post in time to prevent any late fees. My bill was always paid and I was given a credit in February so i had no remaining balance. Fast forward to now and I receive a bill for $590.25. I called customer service on July 14th and was told Ive been accruing past due fees this entire time which I was unaware of. I was given a $60 credit which was the most the agent stated they could do. I should only owe **** and Julys bill which I haven't paid because they have failed to get this situation taken care of so iam not sure the exact amount that I should owe. *** spent hours on the phone and on chat trying to resolve this situation, which never happened. Iam beyond frustrated with this whole situation and I'm positive I do not owe this incorrect balance. I would like to resolve this matter with a bill adjustment for the balance as soon as possible. Thank you.

  Business Response

  Date: 08/08/2024

  August ******
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
   Re:      *******************
  ***********************************************************************************
  
  Case Number:              22006700
  Date of Notice:             July 18, 2024
  
  Dear Sir or Madam:
  This letter is in response to the above-referenced complaint submitted to your office by ******************** /
  
  ************ subscribes to Internet Essentials ************ at the monthly rate of $29.95.[1]
  
  The federal government?recently announced that ***** 2024 will be the last month it will fully fund the Affordable Connectivity Program (***).[2] Although ***** is the last fully funded month for **** partial funding has been made available for participants in May 2024. Xfinity is pleased to provide customers that are already in enrolled in *** with Xfinity as of May 1, 2024 with a partial credit of up to $14 (up to $35 in Tribal lands) towards their ***-eligible service for the last month of the program.[3] In June, *** enrolled customers will see the benefit removed from their account, and they will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services. Comcast continues to offer Internet Essentials and Internet Essentials ************ to ***-eligible customers,which includes all equipment and download speeds of up to 50 Mbps for $9.95/month or download speeds up to 100 Mbps for $29.95/month. Additionally, Comcast has special offers on other Internet plans with even faster speeds and will work with customers to find the right package at the right price.
  
  On January 27, 2022,and January 28, 2022, ************ applied and was approved, respectively, to enroll in *** with Xfinity. On January 29, 2022, and February 14, 2022, two $30.00 *** credits were applied to Ms. ***** account, which credits reflected on her February 16, 2022, billing statement.[4]
  
  Xfinity Internet customers who are past due and are enrolled in the Affordable Connectivity Program are automatically transitioned to the Affordable Connectivity Program Xfinity Assistance Plan. Under the Affordable Connectivity Program Xfinity Assistance Plan, any Internet service will continue with a lower price of $29.95/month, which includes broadband Internet speeds of 100/10 Mbps and all equipment. Xfinity TV and ***** services are not included in the Affordable Connectivity Program Xfinity Assistance Plan and are suspended unless the past due balance is paid in full.[5] As of September 11, 2023, Ms. ***** account reflected a past due balance, for which payment was due immediately. Because Ms. ***** account continued to maintain a past due balance, it was transitioned into the Affordable Connectivity Program Xfinity Assistance Plan on September 12, 2023.
  
  Ms. ***** account remained in the Affordable Connectivity Program Xfinity Assistance Plan until May 20, 2024. At that time, the Affordable Connectivity Program Xfinity Assistance Plan was removed from her account and her regular Xfinity services of ********** More which included Limited Basic, Expanded Basic (Kids &Family, Entertainment, Sports & News), Digital Preferred Tier, MGM+, HD,DVR Service, Gigabit Plus Internet, Unlimited ***** and **************** HD Plan at everyday monthly rates were restored.[6]
  
  On July 14, 2024, ************ accepted an offer for Internet Essentials Plus.
  
  On July 14, 2024, a courtesy credit of was applied to the account and appeared on the July 16, 2024, billing statement. Additionally, courtesy credits were applied to the account on July 24, 2024, and July 25, 2024, respectively. These credits will appear on the August 16, 2024, billing statement.
  
  On July 24, 2024, I spoke with ************ to advise her of the above information and discuss her concerns. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  
  
  [1] Internet Essentials by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service with download speeds up to 50 Mbps for $9.95 per month.  In February 2022, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus with download speeds up to 100 Mbps for $29.95.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.
  [2] Under the **** current and new?Xfinity Internet customers could verify their eligibility through the ***************** Administrative Co.s (USAC) National Verifier?and then enroll in *** with Xfinity to receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their ********************************************* and/or Xfinity Mobile services. As of February 8, 2024, USAC is no longer accepting any new *** enrollments. Accordingly, Comcast can no longer enroll customers in the *** program.
  [3] If a customer has both ********************************************* and ********************** services, the *** benefit will first be applied to the Internet portion of their bill. Any remaining *** benefit will be applied to applicable Xfinity Mobile service charges.
  [4] Please note that two *** credits reflected on this billing statement for Ms.***** Internet service charges in February 2022, and March 2022.
  [5] Customers that have ********************** ***** service can still make 911 and other three-digit dialing (N11) calls.
  [6] This everyday monthly rate does not include additional equipment charges, service charges, or applicable taxes and fees

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Comcast continues to provide slow speed Internet in addition to limit users to customer service to resolve the technical issue. The ** constantly repeates the questions and hang up without any support from human being.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************
  ****************************************************************************************
  
  Case Number:22006654
  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, however, my attempts were unsuccessful. In order to resolve this matter, contact with ************ is necessary for troubleshooting his service concern and scheduling an in-home visit if needed. Our diagnostic tools show all signal levels to ************** equipment to be within specification. 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
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  For 2 years the internet service has failed at the start of rainy season. It took 3 months to repair last *********** reimbursed only a portion of the monthly charges. This year they failed to fix the issue, lied, failed to communicate & charged me fees that did not apply. Now they are charging me a late fee for fees under dispute & closing the dispute without telling me the result. Basically, they are taking money for services not provided & charging me for not paying fees they charged when they came out to fix their issue - which they did not did. I work from home & these issues have caused hardship. These practices are dishonest & in direct contradiction with the family values they espouse.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
  
  Re:*******************
  *****************************************************************************************************************
  
  Case Number:22006224
  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 ***********************, an authorized user on *************************** account, regarding ********************** service.
  
  On July 23, 2024, I communicated via email with ************************* account holder regarding his concerns. Our records indicate that on May 30, 2024, ************ provided customer approval for a new modem to ship to his home with a Getting Started Kit for self-installation. The modem was delivered on May 31, 2024.
  
  Xfinity provides all customers the option to self-install services on the initial account activation to save on a one-time professional installation charge. At the time of the initial account self-activation or self-installation, we are unable to confirm/guarantee the status of the wiring inside and outside of the customers home. If a customer opted for a professional installation, our technician would install and activate services and equipment, and ensure that all services are working correctly at the time of the installation. If a customer contacts ********************** within 30-days of self-installation for service-related issue that *** result with a technician visit and/or request for a technician visit, a one-time professional installation charge will be billed on the account. This information was presented during the digital consent customer approval process on May 30, 2024.
  
  On June 15, 2024, Technician Recovery installation appointment was scheduled for June 16, 2024. Due to a failed self-installation the account was billed a professional installation fee on June 16, 2024. The billing statement dated June 16, 2024 generated for services billed due by July 7, 2024. On July 16, 2024, a late fee was billed to the account. A late fee applies when an account is past due every 30, 60 and 90 days. A late fee is applied for payments not received within 30 days of the first day of a customers billing cycle and each 30 days thereafter until payment is received.
  
  On June 22, 2024, a courtesy credit was applied to ************** account to compensate for a portion of the installation fee. On June 27, 2024, a partial payment was applied to ************** account, leaving a balance owed due by July 7, 2024. On July 11, 2024, an additional courtesy credit was applied to ************** account for the remainder of the installation fee. The credits were reflected on the billing July 16, 2024 billing statement.
  
  Effective July 23, 2024, a voluntary disconnection of ************** account was completed and the modem was returned. Due to the account being disconnected we are unable to further investigate the cause of ************** service issues. 
  
  On July 23, 2024, a courtesy credit was applied to ************** account for the remaining balance owed. The credit and zero balance was reflected on the July 23, 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:07/17/2024

  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.

  On July 8, 2004 we lost internet service, and once it came back on a few days later we continued to have service interruptions. I have contacted Comcast through chat, because that is the only way I have been able to reach them. When I insist on getting my credits for all the hours and days of interruption they keep disconnecting the chat. I have attached the chat. I want my account credited with the amount of money needed from not having service. The second issue is I have a discount that makes my internet service $65 USD. In June they charged me $81.86 USD and July $95.86. I want my rate to go back to $65 minus the service interruption credits for **** June, and July.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
   
  Re: **********************************
  *************************************************************
  
  Case Number:22006167
  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 8, 2024, **************-DeBoses area was impacted by Hurricane *****, resulting in an outage due to residential power outages, headend and node equipment failures, causing a loss of services for multiple customers. 
  
  On July 9, 2024, services in Ms. ******* area were fully restored after the maintenance team completed the repair of the fiber plant on the node. On July 10, 2024, repairs were completed of a fiber cut, restoring service at the headend. On July 19, 2024, the maintenance team confirmed residential power had been restored and services in Ms. ******* area were fully restored. 
  
  On July 23, 2024, a multiple channel outage was declared **************-DeBoses area causing a loss of services for multiple customers. Subsequently, on that same day, services in Ms. ******* area were fully restored after the maintenance team completed the repair of the fiber plant on the node.
  
  Regarding **************-DeBoses billing concern, our records indicate that on July 19, 2023, *************************** accepted a 12-month promotion offer for the Gigabit Extra Internet, and 12-month promotional discount for xFi complete, both effective July 23, 2023 through August 21, 2024. At the conclusion of both promotions on August 22, 2024, standard retail rates would have applied. The promotion also includes a 12-month term agreement effective July 23, 2023, through July 23, 2024. The rates do not include any additional services, equipment charges, or applicable taxes, and fees and are subject to change. Additionally, the rate for Gigabit Extra Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using *************************** account.
  
  On May 17, 2024, a billing statement generated reflecting credit balance from Federal ACP benefit applied on May 15, 2024 and new charges for services from May 22, 2024 through June 21, 2024, which brought new amount due by June 7, 2024 via AutoPay. 
  
  On June 8, 2024, the check payment was applied to **************-DeBoses account, which reflected on the June 17, 2024, billing statement. The bill also included new charges for services from June 22, 2024 through July 21, 2024, due by July 7, 2024 via AutoPay. 
  
  On July 18, 2024, I spoke with *************************** regarding her concerns and advised her the above information. *************************** verified that her service is working properly. During our conversation, I informed *************************** that the federal government confirmed that ***** is the last fully funded month for ACP, partial funding has been made available for ACP participants in May. With
  this funding, Xfinity will provide customers with a partial credit towards their ACP-eligible service for the last month of the program. This credit, which is included in her May 17, 2024, bill statement, was the final ACP credit.
  
  Subsequently, on that same day, *************************** accepted a 24-month promotional offer for the Gigabit Extra Internet service, and xFi Complete, both effective July 18, 2024 through July 21, 2026. At the conclusion of both promotions on July 22, 2026, standard retail rates will apply. The rates do not include any additional services, equipment charges, or applicable taxes, and fees and are subject to change. Additionally, the rate for Gigabit Extra Internet services includes a monthly discount for enrolling in Paperless Billing and Automatic Payments using *************************** account. 
  
  Additionally, on July 18, 2024, I applied credit to **************-DeBoses account for loss of service during the outage, which reflected on the July 18, 2024 billing statement. I apologized 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,
  
  
  ***** ********
  Case Manager | Executive Customer Relations
  

  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,
  
  **********************************
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  1. I've been with Xfinity Internet service for years. My recent contract has ended so that I started an online chat with Xfinity. Through online chat, the representative provides me an option for 500 Mbps with $55 monthly charge as well as waived all one time charge. Quoted from representative, "Now applied all the discount your bill is $65 and adding the promo coming to $55 which will be the last I can say". However, when the first month came, it's $76.54 ($65 monthly service fee, $15 one time charge and $1.54 taxes, fees and other charges). I called customer service by phone, talked to online chat and went to store to fix this issue. However, they either put me on hold for 1 hour when I ask for escalation as they can't fix this for me or ask me to call the customer service. What they offered is that, either I have to accept $65 monthly service fee or $55 for lower Internet bandwidth. But these are not they committed in the original chat.2. In the same chat, quoted from online representative, "Upon checking I see that you have been with us for Long time and as a Loyalty reward I can see that you are eligible to get a FREE ******** G 5G FREE mobile and $20 discount on your Monthly bill and the best thing is that there will be no contract It is absolutely free . Sounds Good ?". However, when the first month fee came, it charged me $56.09 (including $20 monthly service fee and $6.66 device payment fee). When I talked to online representative, they just said they cannot do anything as it passes 14 days and asked me to go to store. When I went to store, they can only cancel the line for me and I have to pay the phone.I think the original online representative just played the game for 14 days return policy. Because the bill only comes after the full cycle. At that time, it already passes 14 days return window. I am really mad and really disappointed how Xfinity sells their service.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *********************
  
              , WA 98006
  
                Case Number:                    22005883
                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 *********************.
  
  On June 8, 2024, ********************* purchased a ******** ********** 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 satisfy the promotional requirements because a phone number was not ported in within 30 days of purchase. The line of service was voluntarily ceased on July 16, 2024.
  
  Upon receipt of the complaint, I contacted ********************* and explained the above information. On July 23, 2024, I advised ************ that, as a courtesy, Xfinity Mobile would permit him to return the device outside of ****************************** return window. On July 16, 2024, a credit was applied towards the July 15, 2024, bill cycle, to offset the device and service charges. I will continue to work with ************ through the return of his device.
  
  Regarding Xfinity residential services, ************ is currently subscribed to a 12-month agreement for Fast Internet at a promotional rate effective June 9, 2024, through July 3, 2025, at which time retail rates apply. A billing adjustment was applied to the account on June 8, 2024. A Comcast representative attempted to reach ************ via phone and email to discuss the residential billing, but the representative was unable to reach him.
  
  Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  **********
  Xfinity Mobile Executive Relations

• Initial Complaint

  Date:07/17/2024

  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.

  Filing a second complaint as the previous one was closed, eventhough I responded within time. Please let me know if i need to send the snapshots all over again. But basically they're supposed to waive the 60 dollar second month fee as an adjustment, and also go back to the promised service of 30 dollars a month for seniors. I believe they're avoiding responsibility by saying they cannot verify my account. If they can't verify my account they shouldn't be sending me bills home either. Also, *** never been able to use the public wifi of XFINITY as it never lets me log in. Please fix that. This is my second complaint because the first one was closed too quickly without the representative fixing the issue. Please reference snapshots from the other complaint, thanks.If despite me verifying my account, youre shutting down my service. I need to know because you're not responding. My name on account should be ****************** or ******************. I have attached the account number.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   ******************
           MD 21230
  
           Case Number: 22005526
           Date of Notice: July 18, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****************** regarding Xfinity service.
  
  Our records indicate that on April 29, 2022, Ms. ****************** accepted a 12-month service change under a 36-month multi-price tier promotion for Performance Internet, at a promotional rate for months 1 to 24, and increase to a higher promotional rate for months 25 to 36. This agreement was effective on April 29, 2022, and expired on April 29, 2023. The initial promotional rate was effective from April 29, 2022, through April 28, 2024. Subsequently, the rate transitioned to higher promotional rate effective April 29, 2024, valid until April 28, 2025, after which standard retail rates would apply.
  
  On July 22, 2024, I communicated with Ms. ***** via e-mail and advised there are no current promotions her account is eligible for that would decrease her monthly charges from the current promotional rate. On July 22, 2024, Ms. ***** requested to disconnect services due to pricing of service. On July 23, 2024, Ms. ***** services were disconnected with the billing stop day as of May 18, 2024, as requested. The billing statement dated July 23, 2024, reflects a prorated credit for services removed from May 18, 2024 through July 28, 2024. A late fee and an unreturned equipment fee were also applied to the account that led to a final balance. 
  
  On July 24, 2024, an equipment removal credit was applied to the account and on July 26, 2024, a billing correction credit was applied and reduce the account to a credit balance. On July 26th, 2024, the credit balance was processed off the account. These credits will appear on the billing statement dated August 23, 2024. Ms. ***** will receive an email with instructions on how to redeem her refund. Please allow 15 days from the date the equipment was removed from the account to receive the refund email. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.  
  
  Regards,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was promised a set promotional price, but kept getting overcharged, was remembered, but then was over charged again, and said I would get paid, but didnt. Now that Im trying to leave they said I cant or I will owe them money. But they broke contact originally and still havent paid me, even after hours of phone calls. I have phone call recordings.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:      Thianna ********
              OR  97123
  
              Case Number:              22005493
              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 Ms. ************************************ records indicate on June 30, 2023, ******************** accepted a 12-month contractual agreement for Fast Internet effective June 30, 2023, through June 30, 2024. The agreement included a discounted rate for 12 months effective June 30, 2023, through July 2, 2024,at which time the retail rate became effective and reflected on the June 28,2024 billing statement for services billed from July 3 to August 2, 2024. Additionally,the package received a monthly discount for Ms. ********* voluntary enrollment in Comcasts automatic payment and paperless billing options as well as monthly Xfinity Mobile discounts for 12 months beginning on July 10, 2023, through July 9, 2024. Effective July 10, 2024, the Xfinity Mobile discounts were removed from the account and also reflected on the June 28, 2024 billing statement for services billed from July 3 to August 2, 2024. This caused the bill to be higher than normal.
  
  On July 17, 2024, ******************* subscribed to a 12-month contractual agreement for Connect Internet effective July 17, 2024, through July 17, 2025. The agreement includes a contract discount effective July 17, 2024, through July 16, 2025. On July 17,2025, the package will transition to a non-contractual second-year promotional rate through July 16, 2026, at which time the retail rate will apply. Equipment,additional services, and applicable taxes and fees are not included in the package rate and are subject to change.
  
  On July 18, 2024, I spoke briefly with ********************, however, she was unable to discuss the matter at that time. Unfortunately,all follow-up attempts to reach ******************** were unsuccessful. All billing on the account is accurate and Ms. ********* credit/refund request has been respectfully denied. ******************** was provided with my direct contact information should she have further concerns regarding this matter. 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

  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: 22005493
  
  I am rejecting this response because:
  

  attached are phone call recordings and emails. I have more emails somewhere. I have phone recordings, but too big to add
  
  Regards,
  
  Thianna ********