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

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  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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

• Initial Complaint

  Date:07/13/2024

  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.

  May 4- my xfinity plan/ package was changed/downgraded with internet speed decreased. My previous plan was never cancelled with my billing cycles increasing monthly due to being falsely charged for 2 plans by error of xfinity. Multiple calls were placed in May of 2024 and also June of 2024 to xfinity billing personal and also occurring via online chat with these errors promising to be corrected, and also acknowledging that the error was on the companies part. As as 7/12 bill has not been corrected and balance is over $849.00. Billing should be ****** per month. Numerous final notices have been received for xfinity with threats of disconnect due to balance due. Payments were made monthly according to the balance I was told I owed for the months stated by the companies billing personal. As of 7/14 there has still been no correction of these false billing charges.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************************;
  
  Re:    *************************
  
           ********************
  
           Case Number:   21984984
           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 her XFINITY service.
  
  Comcast records confirm that on May 4, 2024, ****************** accepted via the Xfinity website,a 36-month transitional promotional rate for the ************ which includes Limited/Expanded Basic, Sports & News, Kids & ********************** Streampix, High-Definition programming, 20 hours of DVR service (with DVR enabled equipment requirement) and SuperFast Internet service. The first-tier base monthly rate is effective May 13, 2024, through May 29, 2026. The second-tier base monthly rate for the promotion is valid from May 30, 2026, through May 29, 2027. The promotion includes a 12-month term agreement, which is valid from May 13, 2024, through May 13, 2025. Any additional equipment, service, taxes, and fees are billed separately and subject to change. At the conclusion of the promotion, the standard retail rates will apply.
  
  During the subscription ordering process, ****************** inadvertently selected an owned EMTA/modem device, which caused the work order to remain open and double billing for both the new and prior service. ****************** began reporting the billing concern on May 13, 2024, and was incorrectly advised the following months billing statement would be adjusted to reflect the new subscription package pricing. The agent offered to correct the work order and created a work order for a technician visit to activate the service. However, the work order was placed in a held status due to the technician running late, and the work order was not completed. On May 16, 2024, and May 20, 2024, ****************** contacted ************* and was advised that once the work order was completed, the billing would adjust itself and remove the prior service; however, no measures were taken to complete the work order.
  
  On June 12, 2204, and June 13, 2024, ****************** contacted ************* to report the billing was still incorrect and that she was being billed for two services. Credit requests were made to Finance, which were denied because the work order would correct the billing once completed. Neither of the agents that ****************** spoke with completed the work order, but did advise her that the July 11, 2024, billing statement would reflect the corrected billing.
  
  On July 15, 2024, I contacted ****************** and advised her the work order would not close due to the equipment mismatch. A corrected work order was entered, which replaced the customer-owned EMTA/modem to a leased EMTA/modem with a monthly fee. ****************** was also made aware to fix the work order, an equipment exchange technician visit was required, but would be credited. On July 16, 2024, ****************** accepted the EMTA/modem leased device via text message with an email order confirmation provided. The effective date of May 13, 2024, was entered to ensure that the billing adjustment would complete. 
  
  The work order completed on July 16, 2024, and on the same day, I contacted ****************** and confirmed the billing had been adjusted. On July 17, 2024, the technician visit fee was waived and additional credit was applied for a billing-related concern. The credits will be reflected on the August 11, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution of this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Response Team 
  
  

  Customer Answer

  Date: 07/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/13/2024

  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.

  While speaking with an Xfinity agent regarding setting up a payment installments, I was transferred 3x. 1st agent advised that I could set up a payment installment with a $50 payment and split balance into 12 installments to have my services restored. Agent could not assist with setting this up on their end so they say, so he sent me instructions on how I can complete it via myaccount app. I attempt to set this up to no success, while still on the line with the agent. I could not set it up as it was not an option on my end. I requested supervisor assistance and was transferred to someone else. This agent/supervisor reexplained the same option, I advised that option was not showing on my end. This person then blindly transferred me to IT due to login issues, which was not the case as I was in my app, the option was just not available. After being placed on hold several times, I read the instructions myself which were sent to me via text. Per their website support page, the option I was told I qualify for "payment installments" stated that only qualifying customer will see the option to set up within the app. After 1hr of being on the phone the last agent I spoke with *** (badge number given PQ7) stated on the line with myself and friend that we were lied to. My friend response was "Xfinity allows agents to lie to the customers" agent response was I apologize for the inconvenience and proceeded to stated that I do not have the option to set up the payment installment but could set up a payment arrangement. Payment arrangement and payment installments are two total different things, I am currently going through a hardship and this installment would help more than an arrangement. I did not want that option due to possibly setting myself up for failure .

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*******************************
  ************************************************************************
  
  Case Number:21984625
  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 communicated with ******************** via email regarding a billing concern. Our records indicate the account is 78 days past due at the time of this response and is not eligible for an installment plan for the past due balance. On July 13, 2024, a payment arrangement was created on the account. ******************** agreed to make a payment for the past due balance on July 28, 2024. Should no payment be received, the account will be suspended on July 29, 2024. 
  
  The account currently reflects a 12-month promotional rate for the ********** and Gigabit Extra Internet services. The promotional rate is effective December 13, 2023 through January 8, 2025. The promotional rate does not include additional services, equipment, taxes, or fees which are subject to change. At the conclusion of the promotion standard retail rates will apply. Additional services include the xFi ***************** which includes unlimited data and the modem rental, at the standard retail rate. The account also reflects Starz, Paramount + with Showtime, MGM+, and ******* at the standard retail rates. 
  
  Please be advised the billing on this account is accurate. The request for compensation is unjustified and has been respectfully denied. 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: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 mother passed away last week and so I called Xfinity yesterday 7/12/2024 to switch account over to my name Spoke of my mothers death, would like to get account switched in my name, and was told by xfinity representative that there would be a call back to my house. Which I was calling from when talking to xfinity, and would be at when they called. Was on the phone making arrangements and there was no beep or anything at 6 pm like I was told by xfinity support xfinity has turned my house phone off There is no reason I am taking over the account and monthly bill Xfinity actually had the nerve to tell me that a copy of my mothers' death certificate would be required. All Xfinity needs to do is put the bill in a new name for the same exact location. Just like a new person living at address,I can't make phone calls from this house anymore, and I am making arrangements for a funeral this coming Saturday!

  Business Response

  Date: 07/26/2024

  July 26,2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       ***********************
              59 ******* Path
              ***************, MA 02668
  
              Case Number:               21984274
              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 his service concerns. On July 12,2024, ****************** initially made the transfer request, and a support ticket was placed to our finance team, but the request was not processed as requested. ***************** service was inadvertently interrupted on July 14, 2024, but was restored on the same day.
  
  On July 19, 2024, the account name was changed to ****************** name, as requested. In addition, on July 26, 2024, a credit was applied to the account for the loss of service experienced on July 14, 2024. The credit will be reflected on the August 12, 2024, billing statement. I apologized for any inconvenience that *** have been caused, while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  
  

• Initial Complaint

  Date:07/13/2024

  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.

  Comcast abruptly wouldnt let me into my own account when I went to pay my bill and when I went into the physical store they told us we were a ghost in the system and then told us to call comcast so thats what we did and comcast just kept transferring us to hundreds of people and no one was able to help us and and no one from comcast came up with any resolution.With that being said, my bill just kept increasing and increasing and we kept getting billed every month without a way to pay it. I now have a collections charge from comcast that has messed up my credit to no fault of my own.Now im trying to get wifi at my new apartment (definitely dont want to use xfinity but its looking like I dont have much of a choice) and its not letting me into my own account due to the reasons above.

  Business Response

  Date: 07/26/2024

  
  July 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *******************************
           IN 46561
  
           Case Number: 21983625
           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 ******************************* regarding Xfinity service.
  
  I made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. In order to further investigate or resolve Ms. ******** online access concern, contact is necessary. 
  
  With respects to the billing concern, our records indicate that the account found ending in 0891 has been active since July 11, 2024. The account has subscribed to the Internet Essentials plan effective July 11, 2024. Our records indicate that the first bill generated on July 11, 2024, due on August 1, 2024. The account is not past due and will not be reported to the credit bureau at this time. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations 
  

• Initial Complaint

  Date:07/12/2024

  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.

  April 12 I decide to switch our mobile plan from Straight Talk to Xfinity Mobile after a great deal was offered to me by an agent on their chat feature. Everything seemed to be going fine until after the setup when our phone service was supposed to switch over and it didn't. I made several phone calls throughout the month after multiple agents failed to set our service up. Meanwhile we had to pay our bill for Straight Talk until we were able to drive 40+ miles to the Xfinity store to finally set our service up properly. Our bill is supposed to be $26/month TOTAL for 10 months and then it goes up to 46 for 2 months and then finally to the permanent price of 66. Our first bill came up to $159.14 because they charged us for 4 lines instead of 2, didn't apply the **** deal, and then 4 $25 setup charges. I talked to two more agents and the woman from the Xfinity Store to be credited after they promised it would sort itself out and it didn't. Our final bill was charged ***** June 9 because an agent agreed to drop the setup fees for the inconvenience. Our second bill was charged July 9 *****. I emailed the Xfinity Store again and two days later I was credited $20 but she didn't even respond so I don't know if it was her or the credit from the **** deal. I can't get ahold of Xfinity through their chat service because it's broken and it's a disaster trying to reach anybody on the phone because they keep promising it will sort itself out and every single time, it does not! Many people are having the same issue with this **** deal and I feel like they have baited us into switching providers and now they refuse to help us sort out this issue. There is no way to "escalate" an issue to a higher up, there is no way to call a specific agent, there is extremely little that the consumer can do. I can't even download my Statement to get an account #! At minimum, their websites and apps should be functional for their paying customers. I have a full transcript of the conversation.

  Business Response

  Date: 08/05/2024

  
  August 5, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  
  Re:         Case Number:                      21983581
                  Date of Notice:             July 13, 2024
  
  
              *********************
              UT 84337
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************.
  
  On April 29, 2024, ********************* initiated service for two customer-owned devices. At that time, ********************** offered a promotion through which new Xfinity Mobile customers with ********************************************************************* or higher) who have had internet for more than 90 days could qualify to receive the unlimited data plan for free for twelve months on a second Xfinity Mobile line when they purchased the unlimited data plan on their first Xfinity Mobile line. Customers already receiving certain other ********************** promotions are not eligible to receive this promotion.
  
  ********************* satisfied the promotional requirements, but the promotion did not reflect on the account. On July 17, 2024, a credit, equal to the value of the promotion, was applied to the account in lieu of the promotion.
  
  ********************* initially placed her order for Xfinity Mobile service for these two lines on April 12, 2024. There was a delay activating the lines. On May 30, 2024, credits were placed on the account for service and activation fees related to the April 12, 2024, order.
  
  Upon receipt of the complaint, I contacted ********************* and explained the above information. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  Someone posing as a Xfinity **************** *** from ************, has my account information, calling me from **************, demanding to disconnect my service and demanding payment over the phone. if I dont make a payment with them over the phone my service will be disconnected. The are calling me by my first and last name.

  Business Response

  Date: 08/09/2024

  August 9, 2024     
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  *********************
  
    Re:     ***************************
  *******************************************
  **********, ** 23060
  
  File Number:               21983156
  Date of Notice:             July 13, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ***************************.
  
  Customer ****************** investigated Jen ************** and determined that the interactions were part of a scam perpetuated, by an unknown third party. The telephone numbers provided by ***************** are not used by Comcast. 
  
  To verify the legitimacy of any callers that claim to be from Comcast, customers can call **************************. ******************** also posts information about potential scams on its security alerts page[1];where customers are advised about common fraud techniques, and ways to avoid them.[2]
  
  On July 17, 2024, a Comcast Customer ****************** technician spoke with ***************************, and explained the above information.
  
  I trust this letter provides your office with the information required in this matter.
  
  Sincerely,
  
  
  
  Comcast Customer ******************
  ************
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

• Initial Complaint

  Date:07/12/2024

  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.

  The cable and internet went out early in the day. The minor storm ended several hours ago. We were told that it would be restored by 3:40 pm. As of 8:15 pm it has not been restored and no one will answer our attempts to contact them. This is typical of Xfinity, as they will probably attempt to leave customers without service the entire weekend again and blame staffing issues.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              ****************
              *****, NJ 08318
  
                Case Number:                    21983018
              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.
  
  I attempted to contact **************** via telephone and email several times. While my attempts were unsuccessful, our records confirm that on July 13, 2024, Comcast maintenance team corrected an unplanned outage within the residential area by replacing the power pack on a main trunk line on a **************.  I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  During COVID in 2021, I was terminated from my job & also my dad died from COVID. I reached out to Xfinity for assistance or to be able to change or lower my plan. I was denied for ANY options. But when I was approved for *************************** my case workers informed me about the ********************************************** (a low cost internet plan for low income households). I contacted Xfinity & was FINALLY told I could get the discount but they still couldnt unbundle my package. I wasnt in a contract, as I have been a Comcast/Xfinity customer since 1996! I was still forced to pay over $300-400 per month! I have borrowed money from family members and friends to keep my **************************** on, especially having a son in school! My Wifi in my home has had connection issues FOR YEARS! Several ******************* have come out to check the outside wiring & even advised me to buy some wifi extenders (for better service). It really didnt help. I was told to get a 2nd modem for some of the devices, or when my son plays his video game. EXTRA money, that didnt help! I have called customer service, so many timesI give up! Because I am transferred to 4-6 different peopleALL of who cant speak clear English. *** tried to use their chat for assistance on my bill. & Was told to pay $50, then I was sent an invalid link to set up a payment arrangement. My cable, phone, & 2nd modem have been disconnected FOR MONTHS! However, they still say I owe almost $3,000?!?! I have asked them to provide a report of the data used on each piece of equipment because I do not think it is legal or ethical to require me to pay for services I did not use (& their records show they have been disconnected). To date, they have not provided this information.I received an email saying my internet is $29 per month. Last week, I paid over $50 on my bill. Today, my internet was disconnected. I called customer service & was told I to pay $1,700 to reconnect it.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***********************
  *********************************************
  Mobile,AL 36618
  
                  Case Number:                      21983015
              Date of Notice:             July 13, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***********************.
  
  *************************** subscribes to Internet Essentials ************ at the monthly rate.[1]
  
  The federal government?recently announced that ***** 2024 will be the last month it will fully fund the Affordable Connectivity Program (***).[2] Although ***** is the last fully funded month for **** partial funding has been made available for participants in May 2024.Xfinity is pleased to provide customers that are already in enrolled in *** with Xfinity as of May 1, 2024 with a partial credit of up to $14 (up to $35 in Tribal lands) towards their ***-eligible service for the last month of the program.[3] In June, *** enrolled customers will see the benefit removed from their account, and they will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services. Comcast continues to offer Internet Essentials and Internet Essentials ************ to ***-eligible customers, which includes all equipment and download speeds of up to 50 Mbps for $9.95/month or download speeds up to 100 Mbps for $29.95/month.Additionally, Comcast has special offers on other Internet plans with even faster speeds and will work with customers to find the right package at the right price.
  
  On June 29 and 30, 2022, **************** applied and was approved, respectively, to enroll in *** with Xfinity.On July 1, 2022, an *** credit was applied to ***************************** account, which credit reflected on her July 1, 2022, billing statement.
  On July 17, 2024, I spoke with **************** to advise her of the above information and discuss her concerns. In addition, I advised **************** of her account balance that will *** result in her service being completely interrupted for non-payment on August 11, 2024, if payment the past due balance is not received. I also advised **************** that I would review this matter; however,based on the balance and the fact that the account is 315 days delinquent, I would be unable to restore service without payment. Unfortunately, **************** is not eligible for a payment arrangement or repayment plan at this time.
  
  On July 24, 2024, I spoke with **************** and advised that I cannot warrant any adjustments to the account. **************** was billed for the Gigabit Extra add-on (second modem service) from August 1, 2022, to March 1,2024. There are two Comcast modems on the account. Because the account is in a pending disconnection with a delinquent balance, which must be paid prior to services being reactivated, we cannot schedule a technician to go out to the home to investigate any claims of intermittent service.
  
  On July 24, 2024, a Comcast Executive Customer Relations representative spoke with **************** to advise her of the above information and apologized for any inconvenience she *** have experienced.The representative provided her direct contact information so that **************** can contact her with further questions or concerns.
  
  Please contact me directly should you have any additional questions or concerns.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  **************
  
  
  [1] Internet Essentials by Comcast is a program designed to extend broadband access to individuals who currently do not have such access at home by offering them Xfinity Internet service with download speeds up to 50 Mbps for $9.95 per month.  In February 2022, to provide more options for current and new Internet Essentials customers, ******************** introduced ********************** Plus with download speeds up to 100 Mbps for $29.95.  More information about how to qualify and apply for Internet Essentials and Internet Essentials Plus can be found at ***************************************.
  [2] Under the **** current and new?Xfinity Internet customers could verify their eligibility through the ***************** Administrative Co.s (USAC) National Verifier?and then enroll in *** with Xfinity to receive a monthly credit of up to $30 (up to $75 per month for eligible customers in Tribal lands) towards their ********************************************* and/or Xfinity Mobile services. As of February 8, 2024, USAC is no longer accepting any new *** enrollments. Accordingly, Comcast can no longer enroll customers in the *** program.
  [3] If a customer has both ********************************************* and ********************** services, the *** benefit will first be applied to the Internet portion of their bill. Any remaining *** benefit will be applied to applicable Xfinity Mobile service charges.

• Initial Complaint

  Date:07/12/2024

  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.

  Last July, I renewed my contract then I was having major issues with my Internet when I work from home, so I called in for help due to the fact originally when I got installed, they wouldnt install the router where it should be. I was told by an agent they would give me pod or the local team would install the Internet correctly only if I upgraded to the newer service with the newer router, I work from home I was desperate so I agree after confirming I would be guaranteed a repair well that did not happen. The team that handles the pods told me they dont send them out because the local team wont do what they need to do and theyre required to do it so they send a guy out to do the repair, I already turned them away so he sat there and told me I needed to sign this paper because no matter what I am being charged for that visit and I was going to be charged like $500 so I refuse were gonna charge you $100 fee just to come out thats my boss so at this point in time I already had an account executive from the executive team and I reached out to my executive who made sure that that got reversed. She also assured me one way or another. This was going to get fixed. She tried speaking with the local office. They werent backing down so she was trying to work with the team that handled the pods. In the meantime, I had another issue. I called and got a hold of a retention specialist cause I couldnt reach my rep because she was out and he was able to get the pod sent out for free my account executive had also said she had fixed the contract information by rolling it back getting me my original deal and it would be good until 7/2024. In March, I found out that was a lie and that promotion disappeared 4 months early. I have been hung up on multiple times trying to get it fixed then I was promised a $60 followed by a $40 credit 24 hours later and if I bump my speed down, I wouldnt lose anything but would get the price for one more year And not lose anything another lie

  Business Response

  Date: 07/23/2024

  
  July 23,2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:                       Case Number:                      21982977
                  Date of Notice:             July 13,2024
  
  
              ***************************
              *********** M
              *********, ** 77551
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On July 19, 2024, I spoke with ***************** regarding a billing concern. Our records indicate that the previous 12-month Gigabit Internet promotion ended on April 14, 2024, and on April 15, 2024, retail rates became effective.
  
  On July 8, 2024, ****************** subscribed to a 12-month promotional agreement for the SuperFast Internet package, at a promotional rate. Ms. ******** services include: SuperFast Internet, and a modem rental and unlimited data fee. The package was effective on July 8, 2024,and will expire on July 14, 2025, at which time, retail rates will apply.Equipment, taxes and fees are not included in package price. This package is also part of a 12-month contractual term agreement effective July 8, 2024, and will expire on July 8, 2025.
  
  Our records indicate that a credit was previously applied to the account on July ******, for a billing related concern. This credit reflected on the July 10,2024, billing statement. On July 13, 2024, there was a separate credit applied to the account as a courtesy. This credit will reflect on the August 10, 2024,billing statement.
  
  Previous account records also reflect ****************** was provided a Xfi pod on August 28,2023. On September 4, 2023, ****************** confirmed she received this pod.
  
  On July 19, 2024, I spoke with ****************** wherein a service visit to address the service issue was refused as her issues were previously addressed. Without a completed service visit, we are unable to provide a resolution. 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:07/12/2024

  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.

  Hello, this is a follow up complaint from a previous billing issue with Xfinity (Comcast). They contacted me about the previous complaint and assured me that I would be credited for the unauthorized payment made from my account. I just received an update from Citibank (my credit card provider) and they told me my dispute for the overpayment was reversed and I would have to pay $177.27. I closed the last complaint and would like to reopen it or start a new one. Thank you.

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***************************
              *******************
              ******, MA 01033
  
              Case Number:              21982863
              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 Mobile service.
  
  On July 16, 2024, I spoke with ****************** regarding his Xfinity Mobile concern. Our records confirm that on January 20, 2024, ****************** purchased an ******** ************ split across 24 installments, with the 1 GB By the ******** plan.The device was delivered on January 27, 2024, and activated on January 29,2024. By default, all Xfinity Mobile accounts are set to automatic payment.This means we will automatically charge the card on file every month for the full amount owed on the bill. The automatic payment date is always 20 days after the billing cycle closes.
  
  On January 30, 2024, a return was initiated for the device. The device was received by our warehouse on February 1, 2024, and determined to be B-Stock.Due to an oversight, the device balance was not cleared, and the line of service was not ceased upon receipt. The line was ceased on February 19, 2024.As a result, on March 15, 2024, payment was drafted for the device balance and unrendered services. This payment was charged back to the account on March *******, when a dispute was filed with MasterCard. Automatic payment automatically drafted the balance again on June 13, 2024. This second payment was charged back to the account again on June 20, 2024, when another dispute was filed.
  
  On June 25, 2024, a credit was applied to the account to clear the account balance.Subsequently, on July 7, 2024, the chargeback that occurred on June 20, 2024,was denied by Mr. ******** financial institution and applied back to his account. On July 15, 2024, a refund was issued back to the card on file, in the amount of the chargeback. As long as additional chargebacks are not received by Mr. ******** financial institution, the account will remain at zero. I apologized for any inconvenience this may have 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions

  Customer Answer

  Date: 07/18/2024

  [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. However I will retain the right to further pursue this matter if additional charges are levied to my account.  This resolution still does not address the fact that Xfinity obtained my new credit card information after I s*** off the old card to avoid this recurring bill.
  
  Regards,
  
  ***************************