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

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/19/2024

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

• Initial Complaint

  Date:07/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 08/05/2024

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

  Business Response

  Date: 08/06/2024

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

  Customer Answer

  Date: 08/11/2024

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

  Customer Answer

  Date: 08/11/2024

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

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/24/2024

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

  Customer Answer

  Date: 07/30/2024

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

   

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

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2024

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

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  ****************************************
  ****************
  
  Case Number:21985092
  Date of Notice:July 13, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 16, 2024, I spoke with **************** and confirmed he is currently subscribed to a 36-month agreement for the Gigabit Internet speed tier. The term agreement is effective from May 16, 2024, through May 16, 2025. Additional services and modem are not included in the package price. This pricing is effective May 16, 2024, and will expire on May 17, 2027, after which time, retail rates will apply. Customer Consent was captured through the web on May 16, 2024.
  
  Our records indicate that a billing adjustment was applied to the account on July 13, 2024. The billing adjustment was reflected on the billing statement generated on July 13, 2024. 
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations
  

• Initial Complaint

  Date:07/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2024

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

• 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