Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

• 

  Comcast Corporation

  33407 Van Dyke Ave Sterling Heights, MI 48312-5928

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

• Initial Complaint

  Date:07/13/2024

  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.

  Since November of 2023 I have been paying top dollar for poor quality cable tv service from Xfinity. They have been to my apt 5 or more times and replaced all of their equipment but I still have bad picture and freezing pictures on many channels. They told me in February of 2024 they would increase my internet service with a package deal. I found out recently I did need that speed and paid $50 a month more for it while my cable reception was bad the whole time.

  Customer Answer

  Date: 07/14/2024

  In my statement I need to correct that I didnt need the 800 plan they upgraded me to and didnt tell me it would cost more than $90 a month.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *************************
              ******************************************************
              ******************
  
              Case Number:                      21986082
              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 ********************** regarding his concerns. On July 26,2024, a service-visit was completed during which time the technician diagnosed and corrected the service issue by reprovisioning modem, provided customer education and confirmed signal from cable drop was within specification. Unfortunately,my subsequent attempts to follow up with ********************** were unsuccessful.
  
  Our records indicate that ********************** is currently subscribed to the ********* which includes Limited Basic, Streampix, HD Programming and 20 Hours of DVR Service and the Fast Internet speed tier at a promotional rate effective June 8, 2024, through June 14, 2026, at which time retail rates will apply. Also includes a 24-month Promotional Discount that will end on Jun 14, 2026. The package does not include additional services, equipment or applicable taxes and fees which are subject to change.
  
  On August 2, 2024, a credit was applied to the account for the service-related concerns.The credit will reflect on the August 10, 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,
  
  
  ********************
  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.

  On April 26th, 2024 I called Xfinity customer service to cancel my existing tv/********************/homephone service with them. I was connected to a representative whose name I do not recall. He offered to disconnect my home phone as I am not using it and get Xfinity mobile instead in order to unlock discount for my TV and Internet Service. I was clearly told that the phone will not cost me anything and my total monthly charges will be around 170 dollars instead of 220 that I was paying before. I found the offer interesting and agreed on it. At the time of phone registration, I had to pay about 40 dollars, which was undisclosed prior, but I did proceed. I also signed the new contract for TV and Internet. I grew suspicious of his demeanor and countless promises, and I recorded the later part of conversation to verify that these three services will cost me 170 a month and I dont have to pay for the phone. On my next ******** I discovered that Xfinity charges me about ***** dollars per month for the phone and my current bill for TV and Internet is ****** dollars. Totaling ******. I had no extra usage or rentals in this period. I did inquire via chat with Xfinity to cancel my services and get refund for all overcharges. Instead, I was bounced over from salesman to other salesman who all were trying to modify my service. I did save the transcript of these conversations. I request Xfinity to make charge for the ALL services 170 a month as promised by the salesman and refund me all overages that I have paid for the phone and tv/ internet services / OR cancel all my services effective August 1st and issue me the refunds for all incorrect charges. Thank You very much!

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  *************************************************************************************************
  **********************
  
  Re:***************************
  *********************;
  Apartment 321
  *********************
  
  Case Number:21986075
  Date of Notice:July 13, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.
  
  On April 26, 2024, ****************** purchased a ******** ************* device. At that time, Xfinity Mobile did not offer any promotions for the device type purchased. On July 22, 2024, two refunds were processed for the May and June 2024 bills. On July 22, 2024, a one-time credit was applied to offset the refunds processed. In addition, a one-time courtesy credit was applied to offset the remaining device balance for the ******** ************* device. 
  
  ********************** services are billed separately from any other Xfinity NOW or Xfinity residential services.  ****************** can cancel Xfinity Mobile service at any time. Information about how to change or cancel service is available at ************************************************************************;
  
  Regarding residential services, on June 1, 2021, ****************** accepted a 24-month promotional offer for the Select+ More Triple Play package at a monthly rate, effective from June 1, 2021, through May 31, 2023. On June 1, 2023, the promotion transitioned to a increased third-year monthly rate. At the conclusion of the promotion, on June 1, 2024, the retail rate would have applied. On April 26, 2024, ****************** accepted a new 36-month promotional offer for the ********** and Gigabit Extra Internet services at a monthly rate, effective April 27, 2024 through April 30, 2027. The promotion also includes a 12-month term agreement effective April 26, 2024 through April 26, 2025. At the conclusion of the promotion on May 1, 2027, the standard retail rate will apply. 
  
  ****************** receives a monthly discount for enrollment in paperless billing and automatic payments using a credit or debit card. If ****************** changes his automatic payment method to his bank account, this discount will increase. ****************** is also receiving an Xfinity Mobile discount. 
  
  On July 22, 2024, a Comcast Executive Customer Relations case manager spoke with ****************** and advised him of the above information. During their conversation, the manager applied a courtesy credit to Mr. ******** account, which reflected on the July 26, 2024 billing statement.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions 
  ************** Extension *******

  Customer Answer

  Date: 08/06/2024

  [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. 

  NOTE: While business did not acknowledge wrongdoing by their sales associate providing misleading information to make a sale, I did accept companies offered remedies.
  
  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.

  On Tuesday July 9 a storm caused a branch to fall on telephone cables and electrical wires in our back yard, causing them to be low hanging and a danger to our small children, pets and ourselves. Ameren handed the electrical cables within minutes of my phone call to them. Comcasts telephone cable (which does not belong to us- it was attached to the house when we moved in but have never used their service) is still low hanging has of today, July 13. We are unable to access our backyard. They stated they would have someone out on Thursday but nobody came- each day we have spent anywhere from ***** min on the phone with them. Each time the call has ended with us being placed on hold and the call eventually being dropped. We have communicated multiple times that the low hanging cable is a hazard to our children and animals.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
              **********************************
              ***********, ** 61701
  
              Case Number:                      21986068
              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 15, 2024, a technician visited the location and found the cable line was not being utilized with an active account. The technician removed the unused cable line in question. My attempts to contact ************** via telephone and email were unsuccessful. An email was sent on July 25, 2024 providing my direct contact number should ************** require further assistance. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information,please contact me **************.
  
  Sincerely,
  
  ****************
  Executive Customer Relations
  **************

• Initial Complaint

  Date:07/13/2024

  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 have been waiting for a $100 credit back since I have been waiting since july4 many tickets were open and still nothing was solved I have been promised that my internet should be unlimited instead of limited

  Business Response

  Date: 08/02/2024

  
  August 2, 2024
  
  
  Attn: Complaint Department
  Better Business Bureau
  ***************************************************************************;
  **********************
  
  Re: **************************;
  *****************************************************>*************************************;
  
  Case Number:21985994
  Date of Notice:July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** responds to the above-referenced complaint submitted to your office by ***************************.  
  
  **************** previously subscribed to the Xfinity Superfast Internet service with the unlimited data plan.  On March 29, 2024, **************** accepted a new promotion for Xfinity Gigabit Internet service. Although **************** had previously subscribed to the unlimited data plan, it was removed from his account when he accepted this new promotion, and he was not charged for the unlimited data plan from that date forward. Comcast has confirmed that a service order confirmation email, which contained information about the data usage plan described below and the details of his promotion, was sent to Mr.  Khater on March 29, 2024.
  
  In 2016, Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ********************** area. Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month. Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month. Alternatively, customers can add an unlimited data plan for an additional $30 per month, or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway). Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided. **************** exceeded his 1.2 TB usage threshold again in April and May 2024, for which he incurred overage charges. On June 8, 2024, **************** signed up for xFi Complete which includes the unlimited data plan and has not incurred (and will not incur) any data overage charges for his data usage from June 2024 forward.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation. New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services Agreement,  Xfinity Internet Broadband Disclosures,  as well as its Xfinity Internet Additional Terms  and Xfinity Internet Acceptable Use Policy,  which all Xfinity Internet customers agree to abide by as part of the ********************** *********** Services Agreement. In addition, details of the policy and frequently asked questions are available for review online,  and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  
   
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  
  Comcast has confirmed that the appropriate data usage notifications were sent to **************** when he was approaching, had reached, and exceeded his 1.2 TB threshold.
  
  With respect to Mr. ******* billing concern, courtesy credits were applied to Mr. ******* account, which credits were reflected on his July 1 and August 1, 2024 billing statements 
  
  A Comcast Executive Customer Relations representative made several unsuccessful attempts to contact **************** to address his billing concerns. A Comcast ***************** Assurance technician made several attempts to contact **************** to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician left a message with his direct contact information should **************** have further questions regarding this matter.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  

• Initial Complaint

  Date:07/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service with Xfinity Mobile on October 31, 2021. I had 2 numbers with Xfinity mobile. I cancelled service with Xfinity Mobile on July 5, 2023. I cancelled service in 2 ways. First, I ported both phone numbers from Xfinity Mobile to ****** Fi on 5 July of 2023. Second, I called to ensure all services were cancelled on July 11, 2023. I was able to confirm both of these facts on a phone call with ****, a supervisor in the mobile billing department on a phone call dated 13 July 2024. In addition, I have records showing dates and times the numbers were ported to ****** Fi. Xfinity's website asks for customers to not call after cancelling a line. It states that porting the phone number to an outside company is enough. See below...************************************************************************************************************************************************************** "If you're leaving Xfinity Mobile for another carrier, you can begin service with your new carrier. Nothing else to do. When you transfer your number, your Xfinity Mobile service will automatically be canceled."Xfinity admitted fault for not cancelling the account like they were supposed to, but refused to provide a full refund. Xfinity processed a refund for $235.46, which is over $600 short of the almost $900 they stole from **** have uploaded the following...monthly statements from Xfinity showing 0 activity on the account a list of charges for the dates concerned a screenshot of their cancellation FAQ showing I did my due diligence to cancel

  Business Response

  Date: 07/19/2024

  
  July 19, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *************************
  ***************************
  **************
  
              Case Number:               21985815
              Date of Notice:             July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr.************************* regarding Xfinity Mobile service.
  
  Our records indicate *************** transferred his mobile lines ending in 4344 and 1109 to a new carrier on July 5, 2023. Generally, when activation with a new service provider is complete, the Xfinity Mobile service for the lines is automatically canceled.
  
  We confirmed Mr. ******* line ending in 1109 was canceled appropriately upon the phone number being transferred out of Xfinity Mobile. However, the line ending in *********************** the Xfinity Mobile billing system due to an unknown system error. As such, **************** was billed for service associated with the line ending in 4344 until it was manually canceled on July 13, 2024.
  
  As highlighted in the Xfinity Mobile Customer Agreement, customers may dispute a charge or request a billing credit within 120 days of the date of the billing statement. We confirmed on July 13, 2024, refunds were processed to the original payment method and confirmed as delivered to Mr. ******* financial institution on July 16, 2024. On July 13, 2024, credits were applied to Mr. ******* Xfinity Mobile account to offset the refund and charges accrued during the May 28, 2024 through June 27, 2024 billing cycle.
  
  On July 15, 2024, I spoke with **************** regarding his Xfinity Mobile concern. We submitted a refund request for the billing amounts but it could not be refunded to the original payment method, which was processed on July 16, 2024. On July 16, 2024, we applied a one-time credit to the June 28, 2024 through July 27, 2024, billing cycle to ensure no additional charges were billed to **************** for service associated with the line ending in 4344.
  
  On July 17, 2024, we informed **************** the refund request had been approved and processed. We advised **************** he would receive an email from ********************************************** at their preferred email address within seven business days to redeem their refund. I advised **************** if theres no email address on file or if he dont act on the email notification within 15 calendar days, a physical prepaid card will be sent in the mail in seven to 15 business days instead.
  
  At this time, Mr. ******* Xfinity Mobile account is inactive, and there is no balance due. **************** can visit *************************************************************************************** to review the details of Xfinitys refund process. I apologized 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,
  
  
  **************
  Xfinity Mobile Executive Resolutions

• Initial Complaint

  Date:07/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Xfinity, for the last ~10 years or so, I have had the email account ************************************** To date, in July 2024, Xfinity has allowed access to this email account to a ************************* and a *************************, the three of us, do not know each other. I have called, filed FTC complaint, and chatted, and written letters to Xfinity about this issue multiple times over this time frame. There has been no resolution of the email address access issue to date. I just logged back into the email (as I do not use it because of this privacy issue), and saw that it is still being used by these individuals, when it is assigned to me. I ask of you again, please remove this email address from their Xfinity accounts as it is assigned to me. I don't think Xfinity ever resolved this, as it is still happening, AND these individuals are actively using the email address. I have been privy to seeing their personal, medical, and financial emails multiple times. I have responded to all emails over the years to let the sender know the account is compromised. But it still remains in use. I ask of you to investigate and fix this issue and make sure the other ****************** who have access to this account are notified that this is not their account and that ********************** fixes this. I have all copies of past documentation when I emailed, called, sent letters, filed FTC complaints and more over the years - why hasn't this been fixed? Do you understand what a problem like this could do if someone had nefarious intentions with the information being sent and seen in this email account?

  Customer Answer

  Date: 08/05/2024

  Please relay this to the comcast/xfinity executive representative as well: Account number: *******************, I chatted with someone last month to enroll my account in a promotion to bring my bill down and she promised me it would be applied to my account and enrolled, the chat was over 2 hours and she was now in hindsight, lying to me. Please fix this and get the promo promised to me enrolled onto my account, as I was going to leave xfinity and go to fios and the xfinity rep found a promo and promised it would be applied to my account. I am appalled its been a month and nothing was applied to my account and my bill is still high. Please look into this and pull the chat history. If this is not fixed in the next month as was promised, I will be walking away from xfinity. I am appalled by how I was treated and lied to by this rep and she should be reprimanded. 

  Business Response

  Date: 08/06/2024

  
  August 6, 2024
  
  
  BBB of **********************************************
  ****************************************************************************************
  
  Re:***************************
  ********************
  *****************
  
  File Number:21985717
  Date of Notice:July 15, 2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by ***************************.
  
  Customer ****************** investigated ***************************** complaint and could not confirm any unauthorized third party accessed ***************************** online account. The emails sent to *************************** for a different individual with a similar name could be a clerical error or could be associated with a scam or spam. We constantly work to reduce the amount of unwanted and malicious emails that make their way to our customers inboxes. ******************** also posts information about how customers can report phishing and how to protect their email.
  
  On July 25, 2024, a Comcast Customer ****************** technician contacted *************************** and explained the above information. The technician resecured ***************************** online account and recommended that *************************** enroll in two-factor verification  to add another layer of security.
  
  On July 17, 2024, a Comcast Executive Customer Relations representative contacted *************************** to apologize for any inconvenience experienced while attempting to resolve this matter.
  
  Sincerely,
  
  
  Customer ******************
  **************
  

  Customer Answer

  Date: 08/11/2024

  please keep open - have not heard from comcast yet on issues    

  Customer Answer

  Date: 08/11/2024

  please keep open as secondary issue with billing has not been resolved 

• 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.

  my cable went out on 7-11-24. the screen was ***** saying "one moment please" with no date or time and just the channel listed.i restarted the box more than once, the screen is still black with the same text. their system said there was no outage but my cable has been out ongoing 3 days. i get a technician appointment for 7-14-24 3-5pm. i get a text 7-13-24 11:45am that my appt was cancelled. i get on the phone asking for an agent but it doesn't want to connect me to one instead to send a refresh signal, that i'll get a call in 15 minutes to see if it was resolved. i had to get another appt for 7-16-24 3-5pm. my screen is still black. i was disconnected several times while asking for an agent, then getting one after 15 minute wait. i was told that the outage was resolved at the time of the call but another outage was scheduled for 7-14-24. customer service would not give me back the original appointment saying a tech is not available but the appointment was cancelled by their system on purpose without my knowledge or permission. the system cannot see my tv screen, i can. i wouldn't request a tech if my service was working. i want major compensation for their massive system failure and customer service failures. this happened in january 2024 when i had a service appointment that was purposefully cancelled during an outage. my cable was out for 11 days.i am fed up with this lack of proper equipment that can show an outage, assuming i'm lying about an outage. my appointments being cancelled by the system without seeing my tv screen. i have attached the texts when i scheduled my original appointment, the cancellation text and an image of what is on my screen just a few minutes ago since they said the outage was resolved.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  *************************************************************>**********************
  
  Case Number:21985426
  Date of Notice:July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  Our records indicate that ************ contacted Xfinity on July 11, 2024, to report cable service concerns. Our records indicate that a service visit was scheduled for July 14, 2024. The service visit was cancelled on July 13, 2024, as Outage Related. ************ was not notified/contacted in advance that the appointment will be cancelled. On July 15, 2024, I received an email from ************ opting for email communication. On July 16, 2024, a service visit was completed which was closed as ******************* On July 17, 2024, I received an email from ************ advising that the Video issue has been resolved on July 16, 2024. 
  
  On July 22, 2024, I received an email resolution from our technical operations leadership team advising that our technician validated the signal was correct. The technician found that the equipment was not correctly set up to the *** The technician resolved the issues and verified services were working upon completion. On July 23, 2024, a follow-up email resolution was sent to ************ advising that as per our technical operations leadership team, our technician did not find any issue with Xfinity service, line, or equipment during the visit on July 16, 2024. The technician reported that the ** Box was not correctly set up to your ** set. Due to no issue being found with Xfinity, a one-time charge was posted on July 18, 2024, for the completed in-home service technician visit. The charge is valid. 
  
  The bill generated on July 1, 2024, reflected a balance due. On July 18, 2024, an email resolution was sent to ************ advising that I applied a one-time courtesy credit on July 18, 2024, for the missed appointment. I applied credit on July 18, 2024, for ************* adjustment for the service period of July 11, 2024, to July 18, 2024. As a one-time courtesy, I applied a one-time credit to the account on July 23, 2024, to offset the charge. Both charge and credits will reflect On August 1, 2024, billing statement. I explained that future in-home service visit charges will be valid based on technician findings. 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,
  
  
  Gay R.
  Executive Customer Relations 
  

  Customer Answer

  Date: 07/30/2024

  i received a response from gay r.,  executive customer relations telling me nothing was found with my problem so i was charged $100 service fee. claimed that the setup was wrong. i want to make something clear, i did not set up the box. the box had new connections put on in january 2024 after an 11 day outage and i never touched that box. the tech that showed told me that there could've been a team working in the area or there was an update that could've caused the black screen. there is actually a broken pole down the road that the cable line is attached to that i mentioned to him. to this day it has not even been replaced. i do not appreciate the comment from this exec since it was only seen from their side and no one bothered to talk to me as to what was said during the visit. do you honestly think i want to pay a service fee knowing it was my doing? in the end i was given a credit for the service fee. 

   

  i intend on cutting off my cable once my internet connection is upgraded. concast is nothing but liars with the absolute worst customer service. they knew their system was cancelling appointments without inquiring before and the system cannot see MY screen. i'm happy to publish the comments from the chat about how they know the system works. concast is the worst. 

• 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.

  Trying to get a hold of a live agent is like pulling a tooth from a horses mouth. The ** bot system doesnt understand my commands or prompts when I try to communicate with the bot. Im very unhappy with this company and its employees. Im awaiting for my refund to be processed of $25 back to my checking account and all I get is the run arounds and excuses from the employees/ customer service agents. My refund was processed back on July 3 and I called July 12 and another ticket was created .. the ticket number is ecm0008443975. Xfinity is the worse company in the industry and I believe their CEO and top leadership needs to be let go because they are ultimately responsible for the actions of their employees. I just want my refund as soon as possible and tired of all the bs nonsense from this horrible company.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:***********************
  19710 ************************
  *****************
  
  Case Number:21985313
  Date of Notice:July 13, 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 18, 2024, I spoke with ************** regarding a refund request. Our records indicate that ************** was due a refund for the credit balance on the account which was processed on July 19, 2024. The refund will be received within 7-10 business days. We will follow up with ************** to ensure receipt of the refund. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer Relations
  

• Initial Complaint

  Date:07/13/2024

  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 agreed to a set amount contract, Xfinity changed that amount to a higher price

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  ****************************************
  ****************
  
  Case Number:21985092
  Date of Notice:July 13, 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 16, 2024, I spoke with **************** and confirmed he is currently subscribed to a 36-month agreement for the Gigabit Internet speed tier. The term agreement is effective from May 16, 2024, through May 16, 2025. Additional services and modem are not included in the package price. This pricing is effective May 16, 2024, and will expire on May 17, 2027, after which time, retail rates will apply. Customer Consent was captured through the web on May 16, 2024.
  
  Our records indicate that a billing adjustment was applied to the account on July 13, 2024. The billing adjustment was reflected on the billing statement generated on July 13, 2024. 
  
  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: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.

  Every single month I am charged for equipment that I have returned. They have taken money out of my account fraudulently because of this. I am forced to chat with an agent every single month who tells me every single month that has been taken care of. It has not been taken care of..

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***************************
              ************************, Apartment 348
              ******,MI 48162
  
                  Case Number:                                      21985034
              Date of Notice:                         July 13, 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 15, 2024, I spoke with ****************** regarding equipment charges. I was unable to locate any record of the Comcast-leased modem being returned which resulted in an unreturned equipment charge. On July 13, 2024,the Comcast-leased modem was removed from the account as a courtesy along with the unreturned equipment charges. ****************** will no longer be billed unreturned equipment charges as the modem has been placed in lost status.
  
  Our records indicate that ****************** is currently enrolled in automatic payment.On March 17, 2024, a payment was processed to ******************** account for services billed from February 29, 2024 through March 28, 2024 and included an unreturned equipment charge. I verified the payment was authorized due to enrollment in automatic payment.
  
  On March 28, 2024, a courtesy credit was applied to ******************** account to compensate for unreturned equipment charges. The credit was reflected on the billing statement dated April 25, 2024. On April 30, 2024, a courtesy credit was applied to ******************** account to compensate for an unreturned equipment charge which was reflected on the billing statement dated May 25, 2024.
  
  On May 27, 2024, a courtesy credit was applied to ******************** account to compensate for unreturned equipment charges that was reflected on the billing statement dated June 25, 2024. On July 13, 2024, a courtesy credit was applied to ******************** account to compensate for unreturned equipment charges. On July 15, 2024, a billing adjustment was applied to Ms. ******** account upon removal of the modem. The credits will reflect on the billing statement dated July 25, 2024.
  
  I verified that the account has been credited for the unreturned equipment charges and no further compensation is warranted. The account currently reflects a credit balance which will carry over and reflect on the billing statement dated July 25, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations