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 Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  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:07/14/2024

  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 was asked to try the service free trial for their cell phone service and cancel before May 28, 2023. They kept billing me in spite of my spending over 20 hours with them. I have transcripts of chats saved with them agreeing to cancel with no charges. They kept billing me and I kept having my credit card company deny it. Now they have sent me a collection letter.Trans

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*********************;
  ************************;
  ***************, Ca 95720
  
  Case Number:21987327
  Date of Notice:July 14, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  Our records show that Ms. ***** placed an order for a ******* Galaxy A14 on May 31, 2023. The order was shipped the same day with a delivery date of June 2, 2023. Our records confirm that the line was never activated, and a return request was submitted on June 23, 2023. The device was received by the warehouse on July 11, 2024, and graded without any damages. However, there was a system error in which the device was not removed from Ms. ******* account to close out the Xfinity Mobile account.  
  
  Ms. ***** was invoiced on July 2, 2023, for inactive services. The payment was taken on July 22, 2023. There was a bank dispute for the payment on July 27, 2023, which reversed the payment and invoiced the charge on the August 2, 2023 and September 2, 2023 invoices. 
  
  On September 3, 2023, we disconnected the line to prevent further charges. Our records show that the system did not update with the return information, which caused the full remaining device balance to appear on the October 2, 2023 invoice. This invoice also included the rollover balance from the disputed payment. On October 22, 2023 Xfinity Mobile processed a payment for the remaining device balance and added it to the August 2, 2023 and September 2, 2023 invoices.
  
  There was a bank dispute for the October 2, 2023 invoice on October 27, 2023. This places the balance on the November 2, 2023 invoice for re-payment. On November 22, 2023, payment was taken for the November 2, 2023 invoice, which included the bank dispute from the October 2, 2023 invoice plus a late fee. Lastly, there were multiple attempts to process additional payments for the November 2, 2023 through February 22, 2024 invoices, all of which were disputed by Ms. ***** with her back, causing the charges to be reapplied to the account for re-payment. On July 15, 2024, I was able to reverse the account balance, covering all mentioned invoices. Additionally, I closed out the Xfinity Mobile account by removing the card on file.
  
  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,
  
  
  ***** P 
  Xfinity Mobile Executive Resolution

  Customer Answer

  Date: 07/24/2024

  Thank you for all your help in this matter. I wanted Comcast to remove the unauthorized amount from my account. They harassed me for over one year, every month I spent two to three hours on the phone with them to try and resolve this issue. I would call the agent, then escalate to a supervisor who would give me assurances that this would be resolved. Most often I would have to further escalate to a manager. But they would still keep charging my account which I had to spend more time contacting my credit card company to reverse the charges.I think their way of doing business is that the customer just gets tired of dealing with them and pays them. If the customer keeps fighting they send them to collection agencies to harass them even further. After your intervention they have removed the balance from my account.
  I hope that after communication with you they will look into their illegal and unethical practices. I am one of thousands of customers who have been subjected to this harassment and illegal business practices. There are several groups on the internet talking about filing a class action lawsuit against them.
  Sincerely,
  *********************

• Initial Complaint

  Date:07/14/2024

  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.

  Since 2019/2020 Comcast continues to charge me for 2 boxes that don't exist. I have a wireless box in the living room and a wired box in the main bedroom. And yet I'm still being charged for 2 other boxes from when a Comcast representative came out and he took them with him. In addition, I'm being charged for two modems. I informed the last person that came out that there I was mailed a modem but since they came with one they said they would use the one they came with and take the other one back. That apparently never happened. I believe only a broken box was logged for that time. They keep telling me to go into a store each time I call but if I don't have equipment to return I'm not sure how productive that would be.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*****************************
  ****************************************************************************************************
  
  Case Number:21987168
  Date of Notice:July 14, 2024
   
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On July 15, 2024, I spoke with ****************** and confirmed she is currently subscribed to a 24-month promotional discount for the *********** and Connect More Internet package, which includes: *********** and Connect More Internet. Additional services and modem are not included in the package price. This package was effective July 15, 2024, and will expire on July 14, 2026, at which time, the second-year pricing will take effect. The second-year pricing will begin on July 15, 2026, and will expire on July 14, 2027, at which time retail rates will be applied.
  
  There is no record that two cable boxes were returned since 2019/2020. However, as a courtesy, we removed the two cable box serial number from the account on July 15, 2024, so that ****************** will no longer be charged for them.
  
  Records also show ****************** is being charged for one modem rental fee, however the account reflected there were two additional modems serial numbers that have not been returned. As a courtesy, we removed those two serial numbers of the two unreturned modems on July 15, 2024.
  
  We allow our customers 120 days to dispute any charges included on their bill. As a result, I applied a credit for the past 120 days of rental charges of the two cable boxes. This credit will reflect on the August 10, 2024, billing statement.
  
  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 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,
  
  
  ****************
  Elite Customer Experience
  
  

• Initial Complaint

  Date:07/14/2024

  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.

  On 7/8/24, I called Xfinity to change my package to get my bill lowered. I specified that I wanted to keep my Flex box, and did not want a Xumo box. The agent assured me that I could keep my Flex box, and it would be a simple package change. While we were talking, my TV went blank. I found out he had cancelled my service and forced me into a two year contract without my consent. The changes made to my account are fraudulent, as I only agreed to a package change. I have spoken with about ten different agents, and still, nothing has been done. I was only offered an apology, but was denied any form of compensation. I called the corporate office, and even they were no help.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************************************
  
   
  Re:   ********************************;
           ******************************************************
           ********, AL 35630 
  
           File Number: 21987046
           Date of Notice: July 14, 2024
  
  Dear Sir/*****:
  
  This letter responds to the above-referenced complaint submitted to your office by ***********************************.
  
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.   Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have *******ability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  On July 23, 2024, a Comcast ***************** Assurance technician contacted ******************** to advise her of the aforementioned information.
  
  In reference to the billing concerns and Ms. ********* ******* package, our records indicate that on July 8, 2024, ******************** accepted, via text message, a 24-month term agreement, from July 8, 2024, to July 8, 2026, for Fast Internet and xFi Complete at a promotional rate, which includes a modem lease fee and unlimited data, for 24 months from July 8, 2024, to July 14, 2026.
  
  As part of this package, ******************** receives a contract discount from July 8, 2024, to July 14, 2026. At the expiration of the term agreement, retail rates will apply. Equipment, taxes, government, and other fees are not included in the package price and are subject to change at any time, with or without notice, to the extent permitted by applicable law.
  
  ******************** also receives a discount for AutoPay using the customers credit/debit card and paperless billing. If ******************** changes her payment method to a bank account, this discount will increase, and if ******************** cancels either EcoBill paperless billing or AutoPay, the discount will cease.
  
  ******************** was advised that she could return the Xumo box without her 24-month term agreement being affected and no Early Termination Fee(s) would be charged. 
  
  ******************** was advised that on October 14, 2024, the Xfinity Mobile discount, which became effective October 14, 2022, will expire and her monthly bill will increase.
  
  On July 29, 2024, a Comcast Executive Customer Relations representative contacted ******************** to advise her of the aforementioned information.
  
  Sincerely,
  
  
  ***************** Assurance
  **************

  Customer Answer

  Date: 08/05/2024

  [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:07/14/2024

  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 am not liable for this bebt for COMCAST. Their Agent(s) has assured me multiple times that I am not liable for this charges, but comcast ******** and collections department never took this into consideration and charged me incorrectly. Even after providing proofs of correspondence I had with the agent on December 29th 2023 (around 11:36 CST) while cancelling the account, they did not take cancel this debt. For now, even though I am not liable for this debt I have paid off the debt to remove this from my Credit history, but its still showing in my credit history as a derogatory ******* I demand this to be removed or deleted from my credit and request the Transunion and *********************** update my credit score accordingly.

  Business Response

  Date: 07/25/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ********************* ********
              748 Genesee Drive
              **********, IL 60563
  
                  Case Number:              21986880
                  Date of Notice:             July 14, 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.
  
  I made several attempts to contact ********************************** via telephone and email. Although I was unable to reach Mr. ********** review was completed on the account. Our records indicate on December 5,2023, Mr. ******** subscribed online to a 12-month Connect More Internet promotion effective December 5, 2023, through December 4, 2024.Pricing does not include equipment taxes or service fees. The promotion included an early termination fee if the service is cancelled prior to the end of the agreement.
  
  On January 8, 2024, Mr. ******** disconnected services. On January 8, 2024, an early termination fee was applied. The early termination fee reflected on the January 8, 2024, billing statement.
  
  On February 27, 2024, the balance was sent to collections. We have no record of Mr. ******** requesting an earlier disconnection request.On July 10, 2024, a credit card payment was applied to the account. An update was sent to collections and updates can take up to 60 days to reflect with credit bureaus. Please be advised billing on this account is accurate. I apologize for any inconvenience experienced 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:07/14/2024

  Type:Customer Service 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 their free Peacock streaming service with came with my account. I was subscribed on my own before, and had to cancel so they could take over billing. I now notice that I don't have the premium account like before, as expected I guess, but I don't want the ads associated with the free account. I cannot take over the account. ******* says to manage on Xfinity. There's no way to manage on Xfinity. I've reached out to them twice on this and they said they would release it or cancel it, but they are not doing it. It's still managed by them and i can't take control. Their customer service is hard to get in contact with and then they don't resolve the issue. I don't want to wait on hold for a long time again, or chat with someone who is only giving me partial attention and taking way too long to respond with any real substance. Release my Peacock account, I don't want their free service. I'd rather pay for it myself so I don't have to watch ads.

  Business Response

  Date: 07/25/2024

  July 25,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
              ***** 96th Place S
              ****, WA 98031
  
                Case Number:                    21986799
              Date of Notice:             July 14, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On June 26, 2023, the Peacock Premium subscription was added to the account at no additional price for 24 months, effective June 26, 2023, it will expire on June 25, 2025.
  
  On July 15, 2024, I spoke to ***************, I had the customer try a couple of troubleshooting steps to try to remove Peacock Premium from his account, but he could not get it canceled.
  
  On July 15, 2024, I created a ticket to request the ********** subscription be removed from the account, it was completed on July 23, 2024, I was informed that we could not remove the subscription from the account, but that **************** account has been unlinked from Peacock. On July 24, 2024, I informed **************** of our findings and asked him to try to sign up directly with **********. He confirmed that he was able to sign up successfully. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

  Customer Answer

  Date: 07/25/2024

  [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:07/13/2024

  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 ordered from Xfinity the self starter box for internet only service. House at *********************************************************************** fell thru due to damage inside floors. I had to find a new place which is address listed. ************************************************. I picked up the box day it was delivered to the 8063. Contacted xfinity to have them correct n change address. Was told it was done. Also was told since I can't move to new place till July 31 I would not get a bill since service is not activated yet. Was told once I set it up and activate then my service and billing would start. Today July 13, 2024 I get a bill for $45. I contact chat and was told my services were activated! My box with internet stuff is still sealed. They unlawfully activated a service on me that I never did. They did this knowing in chat the notes state I won't have a bill start date till I activate which will be July 31, 2024. They will not remove that $45 charge.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************
              *******************
              ***********, ** 32310
  
                Case Number:                    21986651
              Date of Notice:             July 14,  2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On July 25, 2024, I spoke with ********************* and explained that on July 6, 2024,************** accepted and consented via the website to a 12-month term agreement that is effective July 12, 2024, through July 12, 2025, for the Connect More Internet at a discounted rate. This includes a contractual discount. ************** is receiving a self-service discount for signing up for Eco-bill and Autopay by bank account (ACH). If ************** enrolls into the Eco-bill and Autopay by credit/debit card, the self-service discount will change. If ************** removed the Eco-bill and/or Autopay, then she will stop receiving a self-service discount. The promotional pricing is effective July 12, 2024, through July 11,2025.
  
  On July 6, 2024, ************** accepted and consented via the website to a 12-month promotional offer for the lease modem at no cost. This includes a promotional discount. The promotional pricing is effective July 12, 2024, through July 11, 2025. During consent ************* also agreed that she chose the self-installation option with the Getting Started kit. I agree that if a Xfinity technician is required to complete the installation, I will be charged a Professional Installation fee. If I am charged for a Professional Installation, any shipping or installation fees for the Getting Started kit will be automatically credited back to my account. On July 6, 2024, the modem ending in D340 was sent out where we confirmed it was delivered on July 12, 2024, per Federal ******* ******** On July 11, 2024, the modem ending in D340 was added to the account.
  
  On July 17, 2024, ************** advised that the residence where service was setup had a bad floor and she had to leave this address. She stated she does have a new address but is not available yet as it will be available at the end of the month. On July 17,2024, I disconnected the account with a complete date of July 17, 2024, and with an effective date of July 17, 2024, that provided a credit prorate to zero out the account. On July 17, 2024, I explained to ************** that Im sending a return box priority to where she is staying currently which she received on July 18, 2024, per ********************* (UPS). On July 23, 2024, the modem ending in D340 was removed from the account.On July 25, 2024, ************** advised that she took the modem into the local office where she is at on July 23, 2024. The credit request has been denied as it is not justified.
  
  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 ***************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/13/2024

  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 switched my Internet to Xfinity in June. Serviceman hooked up Modem, Model XB-7. It got burning hot. I called Xfinity **************. Agent said to disconnect power cord until modem cooled and reconnect. I did. It got burning hot again. I read a lot of online complaints by people who reported hot wires and even FIRE. July 2 I called again and asked for the safer Modem XB-6. Agent (******?) said she put in work order and I should pick it up at their store. I said I'm 75 and had a stroke, and they should send it to me. She said the driver would deliver it "in 5 business days" and someone would pick up the hot router. They never delivered the replacement. I have to disconnect the modem when not in use TO PREVENT FIRE. I called Xfinity at 6:48 PM today. Woman told me "work order was placed but never delivered " and I should pick it up. I said I'm 75 and sick. She said they'd deliver it. I asked that the HOT MODEM be picked up. She said they don't do that and I must drop it of at their store or it would "generate a charge." I repeated I can't. She wouldn't budge.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  
  Re:       *********************************
              ********************
  *********************
  
              Case Number:                      21986641
              Date of Notice:             July 14, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ********************************* regarding returning a gateway modem.
  
  Comcasts ******************** of ********** is available between the hours of 8:00 AM to 10:30 PM ET, seven days a week by calling ************, by using our accessibility chat service,[1] or by email at *****************************************
  
  A representative from the Comcast Accessibility Team made several attempts to contact *********************** via telephone and email. Although she was unable to reach ************************, a review was completed on the account. A prepaid *** return label and box were delivered to Ms. *********** residence on July 17, 2024, to expedite the gateway return.
  
  Further, an accessibility flag was added to Ms.*********** account to ensure she reaches the right team for any future interactions. I apologize for the inconvenience that *** have been caused while attempting to return her gateway.
  
  I am providing my contact information, to ************************ should she have any questions or additional concerns. 
  
  Sincerely,
  
  
  *******************************
  Accessibility Supervisor NCOE
  **************
  
  
  [1]******************************************************

• Initial Complaint

  Date:07/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a promotion to sign up with Xfinity internet services that included a free iPad 10th generation. I have the chat history, from the Xfinity mobile app, that will support these claims. I was also sent an eligibility form, in which I completed, that allowed me to verify and confirm my eligibility. The agent states the iPad is free, doesnt require a mobile line, and would come along with my purchase of the internet. I agreed to the internet + free iPad, agents are refusing to provide a iPad after authorizing purchase of both services.

  Business Response

  Date: 08/02/2024

  
  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *****************************
              ******************
              Wise, VA 24293
  
                Case Number:                    21986577
              Date of Notice:             July 14, 2024
  
  Dear Sir/Madam:
  
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************.
  
  On July 13, 2024, ****************** spoke with a representative regarding promotional offers for Xfinity Internet. During that conversation, he and the representative also discussed a Xfinity Mobile offer;however, ****************** did not accept either offer during the interaction, and his account remained unchanged.
  
  Upon receipt of this complaint, I attempted to contact ****************** to explain the above information, but I was unable to reach him. Contact with ****************** is necessary to further assist with this matter.
  
  Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  ******************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once again I'm filing the same complaint, attempting to pay my bill on line. For the last twenty minutes I have attempted to log on to Comcast and pay my bill. The account page takes so long to open that I have actually received three popup messages telling me my session is going to time out????? I have yet to get past the tab to submit t payment???? I pay $220.00 a month for top tier internet speed, how is it possible the home page times out? I have complained about this issue several times, last time I was told to use the app on my cell phone?????? Could someone at Comcast at least attempt to look at this issue or explain to me why I'm being charged $220.00 a month and have the account page repeatedly time out?

  Business Response

  Date: 07/22/2024

  
  July 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re: *********************
  *****************
  *******************
  
  Case Number:21986538
  Date of Notice:July 14, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding his XFINITY service.
  
  On July 15, 2024, I contacted **************** via telephone to discuss his online experience. During our call **************** confirmed the buffering only occurs on the Xfinity.com website and while attempting to view his billing or make payments. **************** was advised to clear his cache and cookies, however that did not resolve his Xfinity.com experience. A recommendation to change his browser from Chrome to Edge was provided and **************** was requested to provide screenshots of his attempts to view his account online and the site buffering. I explained Comcast engineers would need to investigate the online movements and the screenshots would provide them with the online path. 
  
  On July 17, 2024, **************** responded to my email where I requested a status on providing the screenshots. **************** responded on July 17, 2024, and advised once he changed his browser to Edge as I had recommended, he is now able to access his account online without buffering. 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 of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  Executive Response Team
  

  Customer Answer

  Date: 07/22/2024

  [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:07/13/2024

  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.

  Have had constant ongoing issues with home security Xfinity. I keep getting charged for tech visits as they forget equipment or gave me faulty equipment or improperly installed. My most recent issue that they added equipment on my bill on July 5 that I never received as in 19.98 ,1 of 6 installments twice. Their was not a tech visit even on July 5 . I've tried to resolve this with customer service and have no luck other than being put through 7 departments and no resolution. They stated their was no records showing a tech visit in July 5 2024... And confused as well.

  Customer Answer

  Date: 07/31/2024

  Xfinity's corporate office has contacted me but has been unsuccessful on the 24/7 monitoring team they added it to my bill because apparently it was taken off. And for two and a half weeks have been telling me the engineering is going to look at it and setting up appointments without asking me yet saying that it can only be handled by engineering on their their side I'm requesting that somebody from corporate above the last person that contacted me can handle this. I have not been able to use my full service that I pay for for one month straight out of the 7 months I've had it. I was also told they can't compensate me till they cure the problem but they haven't been able to cure the problem on their end. And is now refusing to respond to me through email. Or by phone. 

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  
  H33373**635**3**13639H
  *********************************************************************************************************
  **********************
  
  Re:       *******************
              **********************
  ***********************
  
              Case Number:               21986282
  Date of Notice:             July 14, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ***********************.
  
  On July 22, 2024, I spoke with **************. She explained to me that she was charged for a technician visit that did not take place and H313131393**030**3137H **** equipment that she did not receive. On July 5, 2024, ************** consented via the website to add six more door/window sensors splitting the charges over six-monthly installment. Then on July *******, ************** removed the six door/window sensors from their installment plans and consented and approved this order via text message. On July 13, 2024,the charges for the H313131393**030**3137H **** door/window sensors were credited for the charges from these six door/window sensors. The credits will reflect on the August 11, 2024 billing statement.
  
  As for the technician visit charges referenced, our records indicate ************** was charged for a tech visit on February 6, 2024, for the professional installation of her H313131393**030**3137H **** services. On February 14, 2024, credits were applied waiving the professional installation fee. On March 6, 2024, ************** was charged an In-**** Service Visit fee. However, on March 11, 2024, a credit was applied waiving the fee. Both credits are reflected on the March 11, 2024 billing statement. Subsequent technician visits to **************** home were not charged as they were trouble calls for H313131393**030**3137H **** related concerns. I apologize 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,
  
  
  ******************
  H313131393**030**3137H **** Senior Technician

   

  H313131393**030**3137H **** Licenses: AK: ******; AL: ******, ****** Complaints may be directed to the ********************************* of Licensure, ********************************************************************************************, **************; AR: ****** Regulated by the Department of Arkansas State Police, ******************************************************,**************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the Bureau of Security and *********************** Department of Consumer 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; *** ********; MT: PSP-ELS-LIC-*****; NC:2335-CSA, **************************************************, ***************;**: Burglar and Fire Alarm Business Lic. # **BF00047700; NM: ******; NV:0084470; **: licensed by the ***************** of State ***********; 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 Department of ************************************* P.O. *************************, **************; UT: 8226921-6501; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211; WY: LV-G-*****. Valid 3/1/24.

  Customer Answer

  Date: 08/12/2024

  [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: 21986282
  
  I am rejecting this response because: Nothing was resolved. I never consented to six windows and doors on July 5 th. I caught this mistake on my bill July 13th. Just to be clear As I do not even have six more doors and windows to protect with alarm. Even the customer service line stated was an error. It has been constant charges for trouble visits and I have to call to get charges taken off as tech explained...they cannot do work without charging. I have constant issues with Xfinity alarm ongoing and past have not been addressed fully or at all . Noone from upper management above last *** has reached out as promised.
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *******************
              ****************
              **********, ** 48094
  
              Case Number:                      21986282
  Date of Notice:             July 14, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service.
  
  Comcast records show on July 05, 2024, an online web order was made for six additional Xfinity Home Door/Window sensors, divided into 6 monthly installments.  Our records show these sensors did not ship as a professional installation would be required for new door/window sensor orders.  Our records show that on July 13, 2024, Xfinity Home technician removed these installments and applied an account credit for each sensor.  This credit was visible on **************** August 11, 2024 billing statement on page 3 of 4. 
  Comcast records further show that on July 22, 2024, ************** had to have the 24/7 video recording added back to her account, which had been removed in the change of service on July 05, 2024 when the Xfinity Home Door/Window sensors were ordered.  On August 07, 2024, ************** requested a credit for two months of service for the 24/7 video recording, advising she did not have recordings for her cameras, which was applied as a courtesy to her account.  This credit was visible on her August 11, 2024 billing statement on page 3 of 4.
  
  During the course of this investigation, ************** reached out to Comcast on September 06, 2024,disputing the Xfinity Home equipment charges in reference to the six Xfinity Home Door/Window sensors that were ordered on July 05, 2024.  In error, the agent assisting her removed the only Xfinity Home equipment installments on her account, which were the installments for her Ultimate Home Equipment package that began January 29,2024.  This billed the final installments (8-24) to **************** account.  On September 13, 2024, I assisted ************** in restarting the Xfinity Home Ultimate Home Equipment package 24-month installments and applied an account credit for the fulfillment of the
  
  
  
  
  
  
  installments and the seven installments previously charged to **************** account.  This adjustment will be visible on *************** October 12, 2024 billing statement.
  
  ************** requested additional compensation for her time in calling into Comcast, which was respectively declined based on Comcasts Credit Guideline policies and based off credits previously applied to her account.  ************** was not satisfied and requested my supervisor. On September 13, 2024, Xfinity Home Supervisor called ************** and advised her that no further credits would be applied to her account regarding this concern.
  
  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,
  **********
  Xfinity Home Senior Technician
  
  
  
  
  

  Customer Answer

  Date: 09/17/2024

  [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. Although ********; was very rude and yelled my name over and over. This matter has been resolved. At this time. After 20 plus hours of phone calls and approximately 90 plus emails in which ***** reached out until BBB was involved the third time and three months later. *** also refused to send me the contract that was supposedly via online order by me. 
  
  Regards,
  
  *******************