Complaints

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

close

Find a Location

Comcast Corporation has 926 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/05/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/09/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/26/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/23/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/17/2024

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

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I will retain the right to further pursue this matter if additional charges are levied to my account.  This resolution still does not address the fact that Xfinity obtained my new credit card information after I s*** off the old card to avoid this recurring bill.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a downed cable line in front of my Home. Its has been a few days. I have reached out to Comcast several times and no one has come to fix this issue. I have no internet and cable and this downed wire is a danger to my two small children

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
              ******************
              ********, MA 02540
  
                Case Number:                    21982820
              Date of Notice:             July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I attempted to contact ******************* via telephone and email several times. While my attempts were unsuccessful, a review of the account was completed. Our records show that on July 14, 2024 a service call was completed at which time the overhead line,ground block and drop splitter were replaced.
  
  This signal levels to Mr.Moynihans equipment are currently not within specification. I as well as members of our technical operations team have made several attempts to contact ********************. All of which have been unsuccessful. A service visit would be required to further investigate and resolve the video and internet service concerns.
  
  On July 16, 2024 a credit was applied for loss of service. This credit will reflect on the August 9, 2024,billing statement.
  
  I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I received an email from Comcast Xfinity regarding my mobile phone bill:Your Jun 12 - Jul 11 billing cycle has ended. Your bill statement is $21.66 and will automatically be charged to your **** on file on Aug 01.You can also view your bill and pay early by downloading and signing into the Xfinity app.We're enhancing our network services, and as a result, C-Band and ******************* (indicated by 5G+ on your device) will now count towards your cellular data usage threshold.This is a $5 increase in my bill that I was not informed of previously. Also, my phone is a ******* S10e that does not support 5G, so they are charging me for something I can't even use. I tried to call to discuss this with someone, but their automated system is incredibly infuriating. It just goes round and round in circles, and you can never speak to a person. I want this increase removed from this and all future bills since I cannot use what they are charging me for. When my current contract is done, I will be finding another provider.

  Business Response

  Date: 07/23/2024

  
  July 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  ****************
  *********************
  
  Case Number:21982700
  Date of Notice:July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  On March 6, 2023, ****************** initiated Xfinity Mobile services when she activated a customer owned device on a 1GB shared data plan. On June 12, 2024, ****************** received a bill which was slightly higher than her previous bills due to the 1 GB shared plan she subscribed to increasing in price. 
  
  On March 22, 2024, Xfinity Mobile launched a new plan pricing. As a result, the 1 GB *********** plan increased in monthly price. On July 19, 2024, I contacted ****************** and explained the price increase. I advised that this is now Xfinity Mobile's normal rate for the current plan that she is using. ****************** does not agree with the price increase, but she understood. I apologized for the 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,
  
  
  ************
  Xfinity Mobile Specialist

  Customer Answer

  Date: 07/26/2024

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

  However, even though the representative was very kind and professional in his explanation, I am not happy that this company feels they can change the rate I am paying without warning. I am 72-years old and on a fixed income. This increase may seem inconsequential to them, but to me it is just one more thing that takes away my ability to buy healthy groceries and put gas in my car for my multiple ongoing doctor visits.

  I realize there is nothing more I can do, and I will start the process of finding another cell phone provider in order to avoid these unwanted increases in the future.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I called to talk to Comcast about Internet services,I was treated awful. I was hung up on when asking questions,no resolution. I had ACP it ended May 2024,how is my bill $175,when it's $41 with ********* which I didn't know I had)

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *******************************
              ******************
              *********, ** 30274
  
              Case Number:                      21982631
              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 *******************************.
  
  On July 15, 2024, I spoke with ******************** regarding a billing concern. Our records indicate on November 18, 2021, ******************** enrolled in ******* streaming service to be billed through her Xfinity account using her X1 ** Box, which included a 3-month introductory offer at no charge.
  
  Our records indicate that ******************** is no longer enrolled in ******* through her Xfinity account and the ******* service ended on July 17, 2024. ******************** was made aware that ******* is a third-party service and can only be added to the account by the customer, using self-service through the ** Box or Flex Box, or online. The charges for ******* are valid.
  
  The current balance, as of July 13, 2024, includes Internet Essentials Plus charges from May 8, 2024, through August 7, 2024, and the remainder of the charges are from the ******* subscription. On July 15, 2024, as a courtesy, a credit was applied to offset the outstanding balance on the account. The credit will reflect on August 4, 2024, billing statement. ******************** was made aware the remaining charges for Internet Essentials Plus are valid. 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

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached PDF for a documents a detailed chain of events that started on June 12, 2024, with a live chat agent who, over the course of multiple hours, fraudulently obtained my personal information, financial information, and gave misleading information regarding pricing and other sales terms while also misinforming me about contractual terms committed to by Xfinity. After numerous additional hours in placing follow up calls and being promised that my account was rectified, that fraud and misinformation were being escalated and investigated, I still received contacts and bills for services from Xfinity that I never authorized (e.g. Xfinity Mobile). Finally, after terminating my relationship with Xfinity/Comcast on July 12, 2024, and paying all balances owed in full, I received an additional bill from Xfinity Mobile for services never contractually authorized, purchased, nor provided. My personal credit card and other information was obtained fraudulently by Xfinity, and in lieu of cancelling my credit card, this complaint is being raised with Better Business Bureau to secure permanent deletion of my credit card along with all other personal information stored by ********************************************** And once this process is complete, this is a demand to cease all further contact.

  Customer Answer

  Date: 07/13/2024

  Greetings ***** & BBB Team:

  
  Thank you for following up promptly on this complaint. 

  After filing, I did receive and exchange additional correspondence with the Comcast Representative, *******************, with whom I met in-person yesterday -- attached for reference in PDF.

  ****** did advise the erroneous July 12 billing from Xfinity Mobile was being escalated for resolution with Tier 2 support. 

  Any additional questions or concerns, feel free to contact me anytime.

  Sincerely, 
  
  *************************

  Email: ****************** (also, ******************)

  Mobile: **************

  Customer Answer

  Date: 07/15/2024

  Greetings Better Business Bureau Team:

  Enclosing additional correspondence with ******************** at Xfinity Mobile and ******************* at Comcast.

  It appears our issue has still not been resolved, as we received an additional bill from Xfinity Mobile in error, as our accounts were zeroed out on July 12, 2024.

  Sincerely, 

  *************************

  Customer Answer

  Date: 07/16/2024

  Greetings BBB Team:

  Enclosing a PDF containing additional correspondence with ******** at Xfinity Mobile. 

  Noting that ******** called and was able to address some elements of the case - she also advised to leave the complaint open until the Security/Fraud team have had the opportunity for further review - pending their call.

  Additionally, **** from Comcast Xfinity Home Internet team called and advised of a ~$250 refund that will be issued in the next ***** business days due to our overpayment when cancelling service.

  Will continue to post updates pending further process.

  Sincerely appreciate your being a catalyst for this.

  Many Thanks, 
  
  *************************

  Customer Answer

  Date: 07/22/2024

  Greetings Better Business Bureau Team:

  Writing to share that Comcast Team has resolved my open concerns, and I hereby wish to formally close this complaint. 

  In addition to the helpful actions taken by ******** (in deleting credit card info, zeroing out Xfinity Mobile fraudulent/erroneous charges, and closing account), and **** (in providing a $253.22 refund for overpayment on Xfinity Home Internet), the following individuals have been in contact with additional remedial actions including:

  Rasheed from Comcast Security team who advised that no external fraud had occurred (e.g. fraud case was, in fact, limited to being internal to Xfinity/Comcast), and that investigations and remedial actions were being pursued with the live chat agent in question - nature and contents were confidential and unable to be further disclosed - case number IH-257-731-038; 

  ****, and later ******, from Comcast Privacy *** - who both confirmed account personal information (e.g. credit card) had been deleted and also confirmed my opt out from future sales and marketing communications - referencing case number ESL04877261.

  Your assistance in escalating this case with Comcast has been much appreciated - thank you.

  Any additional questions or actions required from my end, feel free to call ****************) or email ******************** at your convenience.

  Sincerely, 
  
  *************************

  Business Response

  Date: 08/09/2024

  August 9, 2024
  
  
  Attn:Complaint Department
  Better Business Bureau
  ************************************************************************************************************************************************
  
    Re:     *****************************
               , IL 61550
  
               BBB File Number:        21982579
               Date of Notice:              July 13, 2024
  
  To the Better Business Bureau:
  
  This letter is in response to the above-referenced complaint submitted to your office by *****************************. 
  
  On June 12, 2024, Xfinity Mobile services were started with two customer-owned devices. On June 12, ******** of the lines was cancelled. On June 21, 2024, the second line was cancelled.
  
  On July 12, 2024, as a courtesy, two credits were applied to the billing cycle ending on July 11,2024. On July 16, 2024, as a courtesy, a credit was applied to the billing cycle ending on July 11, 2024. This final credit closed the Xfinity Mobile account with a zero balance. On July 16, 2024, the payment method on file was removed from the Xfinity Mobile account.
  
  On July 16 and 22, 2024, representatives called ***************************** to explain the above information. Should you have any questions, please feel free to contact us.
  
  
  Sincerely,
  
  
  
  Comcast Security Assurance
  **************
  
  
  
  

  Customer Answer

  Date: 08/09/2024

  [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:
  
  In addition to the response made here by the business in reference to complaint ID ********, the business confirmed satisfactory investigation of the fraudulent activity that led to the opening of the aforementioned accounts in addition to the resultant fraudulent charges that had been posted to the same, and as a result I find that their remedial actions are satisfactory in addressing our fundamental complaint, addressing the multiple aspects of fraud, and affording adequate opportunity to exercise data privacy rights with our personal information. 
  
  Sincerely,
  
  ********************************