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, Inc.

  1300 Crescent Lake Rd Waterford, MI 48327-2414

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

• 

  Comcast Corporation

  2895 Quarton Rd Bloomfield Hills, MI 48301-2200

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.

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

• 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