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

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

• 

  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.

  Xfinity NEVER offers an option to speak with a live representative UNLESS the caller insistently repeats their request and even then repeatedly attempts to thwart the caller by requiring a phone tree of irrelevant options be waded through. This is true for all technical assistance requests as well as routine communication such as informing them that their technician left a job unfinished. They also schedule callbacks and technician visits from overseas that repeatedly fail to materialize. Their deliberate obfuscation of customers should be made illegal with meaningful penalties for their choice to abuse their customers due to monopoly status.Here is a link to an earlier complaint I left on ****** Maps: ***************************************************************************

  Business Response

  Date: 07/17/2024

  
  July 17, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:      *******************
              *****************
              ***********, ** 93455
  
              Case Number:                      21982226
              Date of Notice:                     July 12, 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 engaged with **************** to address a customer service concern. Following a thorough account review, it was identified that **************** encountered longer than usual wait times attributable to high call volumes. At this time the request of a direct contact line to our support has been respectfully declined as we are unable to accommodate this request. On July 16, 2024, I communicated with *************** providing self service options to request a call back. I apologized for any inconvenience and overall experience 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 

  Customer Answer

  Date: 07/18/2024

  [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: 21982226
  
  I am rejecting this response because: I received a call from *** who left a message.  I returned the call immediately and he did not pick up.  I left a message asking that he call me back and he did not.  A day later, I began calling repeatedly and leaving a message each time and at last he returned my call.  He was unapologetic for Xfinity/Comcast not giving an option for customers to speak to a live operator without first asking via email to be placed on a waiting list for a callback (an option that has not worked on a previous problem) and he made it clear that they do not intend to change this policy.  When I asked that he forward my complaint to someone able to change company policy to obfuscate their customer's requests for a live representative when calling their number (which purports to offer a live operator but proceeds to keep redirecting the caller to automatic requests for the customer to undertake procedures which in my complaints have had no bearing on the real issue).  Even an attempt to call them and let them know their tech left the job unfinished after saying he was done required me to again game the system to get a live representative to answer in a process that took repeated responses to an unlistening computer.  So when he responded several times that the only option to elevate my concern above his level of corporate powerlessness to make a change by saying he could only forward my concern to yet another computer program that would rule on the merits of my complaint with no promise of informing me of the result.  When I asked him to inform me of the response since it does not appear that Xfinity/Comcast intends to, he simply thanked me for my call and hung up.    

   

  I followed up with a letter to him encouraging him for the sake of his company's well-being as well as the people they are afflicting with poor service to do what they could to change their policy, pointing out that Amazon and ******* have far, far better customer support as one incentive to change.  I have not heard back from this email.  My feeling is that Xfinity/Comcast is resolute in its determination to not listen to my complaint, which probably explains why my first complaint lodged against their local store (which is not responsible for the corporation's poor behavior but did succeed in finally getting me genuine assistance after 72 hours of trying) has been liked so many times on ****** Maps.  I am not alone in my concern.
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/12/2024

  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 cancelled my Xfinity mobile service on April 8th 2024 and was charged 3 different times for the last 3 months after I have canceled my service. I have tried contacting customer support at least 10 times, probably more and asked for a refund of my money and was told my card would be taken off file and no longer charged. I was told i would be refunded but I needed to keep my card on file to have that done. After waiting 3 days without money coming back on my card, I called again and was then told it was a charge from the previous billing cycle. Each time i was charged after cancelling, customer support told me I still owe them from the previous billing cycle and was refused a refund or helped. My card was never taken off file and has continuously been charged by Xfinity Mobile. First was a 76 dollar payment and then a 66 dollar payment, now a 71 dollar payment. I disputed the charge and was refunded the money through my credit union and canceled my card. I received a new card less than a month ago and the payments were still trying to go through from Xfinity but did not go through due to my card on file being cancelled. Somehow today July 12th 2024 my new card that I did not give to Xfinity was charged 71 dollars and is now pending on my bank account. I have tried time after time to get this resolved through my bank and through Xfinity and Xfinity mobile. Customer support has made false claims to me and told me they do not have a corporate number I can call and then have been told right after by someone else that they do have one just to be given a fake number. I have no idea how Xfinity mobile got access to my newly mailed debit card but I can see my card information has been updated on the account that I still have through them and it was not done by me. When I tried contacting support through the chat that also failed. I cannot get anywhere with this business and it has been extremely stressful and exhausting when I keep having my money stolen from my account.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***********************************
  
               **********, LA 71105
  
               Case Number:              21981884
               Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity Mobile service.
  
  Our records indicate the final balance reflected on the April 12, 2024, invoice is valid. The invoice was ************************** final bill was prorated to March 12, 2024, April 8, 2024, due to a port out to another carrier on April 8, 2024. Xfinity Mobile processed an Automatic Payment on May 8, 2024, for the balance. However, our records also indicate there was a bank dispute for the mentioned payment.
  
  If there is a bank dispute, the customer is invoiced for the charges on the next billing cycle (June 12, 2024) plus a late fee. Our records confirmed that a payment was taken for the bank dispute charge as well as the late fee. On July 12, 2024, the payment was processed. On July 15, 2024,as a courtesy, I was a refund was processed for the July 12, 2024, payment back to the payment method on file.
  
  Our records indicate as of July 15, 2024, the Xfinity Mobile account is closed. This information was explained to ********************** on July 15, 2024. Additionally, the refund was confirmed received on July 22,2024. 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,
  
  
  **************
  Xfinity Mobile Executive Resolution

• Initial Complaint

  Date:07/12/2024

  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.

  After canceling my services with Comcast/Xfinity, I returned all of the required equipment. This included cables, remote controls and boxes. The associate inquired about an additional cable box. I explained that we only have two televisions in our home, therefore, we only pay for two cable boxes. He kindly explained to me that we have been paying for an additional box since the beginning of our contract. The charge was $10.00 per month since January of 2007. I asked him about a refund and he said I should call Comcast/Xfinity directly to resolve the problem. During the next few weeks, I attempted to contact Comcast/Xfinity in various manners. This includes online chats and telephone calls. I was often disconnected or rerouted to another customer service representative. I did speak to one woman who assure me the matter would be resolved, but that has not yet happened.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ***************************
              ****************************************
              **********, MA 01453
  
                 Case Number:                     21980978
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. *************************** regarding Xfinity service.
  
  Our records indicate *************** was billed for three cable boxes from January 5, 2017, until May 21,2024, when he voluntarily disconnected services. **************** advises he only ever had two cable boxes. **************** was advised regarding the Comcast billing dispute policy, which offers customers 120 days from the date of a bill printed to dispute charges on the bill. It also provides up to 120 days of service credit for the disputed charge.
  
  On July 24, 2024, I spoke with *************** regarding his billing-related concern. I explained the above information. As a courtesy, I applied a credit equal to 12-months for the cable box charges, leaving a credit balance owed to ****************. **************** will receive either an email[1] to his verified email address on file or he will receive a prepaid card mailed to his service address. 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,
  
  
  **************
  Executive Response Team
  
  
  [1] The e-mail will contain instructions for processing to the preferred refund method.

  Customer Answer

  Date: 07/30/2024

  [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: 21980978
  
  I am rejecting this response because:

  The incorrect charges totaled $664.92. Initially, I was offered a mere $40.00 in repayment. It was then suggested that this error was, in fact, due to my own negligence for not scrutinizing the monthly bill sent to me. After more discussion, $120.00 was offered. I am still owed $544.92. I am an educator and I work very hard for my money. I have been an exceptional Comcast customer for many years. This is unfair and not okay! Comcast has made an error and they should do the right thing and repay the money they incorrectly charged me.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/12/2024

  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 tried to call Xfinity with a simple question about a billing discrepancy. I wanted to speak to an agent, not use chat or go online. Im a senior citizen with disabilities. My computer wasnt currently available to me. I got their AI system, and no matter what buttons I pushed and no matter how many times I asked to speak to a operator/agent/human being, I kept being put through a loop of the same irrelevant responses. Eventually the system disconnected me. After calling back 3 more times, I finally got through to an agent because I was asking to file a complaint. This is customer abuse and senior abuse!! I want to know if there is a law in place that says we can be put through to a representative by simply asking for one. If not, there needs to be such a law. In the past, when I called 800 numbers, I could get through to a person pretty easily. Things have changed in the past six months to a year. Lately, Ive had this problem with other big businesses also, but never to this extreme. The number I called was 800 comcast. With all this AI nonsense being put into place, we need consumer protection laws more than ever.

  Business Response

  Date: 07/16/2024

  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:   ***********************
           ******************
           ************, CO 80108
  
           Case Number: 21980892
           Date of Notice: July 12, 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 ****************, an authorized user on *********************** account, and confirmed she is currently subscribed to the ********** and Gigabit Extra Internet package at retail rates, which includes ********** and Gigabit Extra Internet. Additional services and equipment are not included in the package price. The account receives a monthly discount for being enrolled in both EcoBill paperless billing and AutoPay through a bank account. During my conversation with ****************, she indicated she was able to get through to a representative and discuss her bill. **************** indicated her billing concerns have been addressed. 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,
  
  
  ****************
  Elite Customer Experience
  

  Customer Answer

  Date: 07/17/2024

  [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: 21980892
  
  I am rejecting this response because:

   

  My complaint was not about my bill.  The complaint was about the EXTREME difficulty  I incurred reaching a live representative.  I explained this repeatedly to the rep who called me about this complaint. The rep apologized and he said he understood my frustration.  I told the rep that i understood he didn't have the ability to change company practices.  My complaint is about the company policy of setting up their phone system in such a way as to make getting through to a human almost impossible.  The only way I reached a human was to tell the automated system I wanted to file a complaint.  If this isn't illegal, it should be.  I consider the situation to be senior abuse and abuse of all human beings.  I won't be satisfied until I hear the the company has changed their phone system to allow easy access to human reps.  

  As a side note, it is so typical that this company would deliberately mis-understand my complaint issue and respond to this formal complaint with great detail about my bill, which is an irrevelant issue.   I call this practice of deliberately refusing to address simple issues "The Art of the Blow Off." 
  
  
  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 pay Comcast for television and internet service. I have had no television or internet service since Monday. It is now Friday.According to an article in the ******* ********* newspaper, "Comcast said in a statement that there are no reports of any major outages. 'Comcast critical network facilities in the area have not been damaged by the storm and are operational', the company said."As Comcast has not been damaged and their facilities are operational, why have i had no television or internet for an entire week, and no sign of it being fixed today or at the weekend or next week either?There is no electricity outage in this area; no cell tower outage; now downed lines or trees; everything is working normally EXCEPT COMCAST!I work from home, but i cannot work because i have no internet. I think i am going to lose my job, and it's all down to Comcast.

  Customer Answer

  Date: 07/13/2024

  It is now Saturday.  I still have NO service at all.  Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, NO SERVICE AT ALL.  NO TV.  NO INTERNET.  Comcast continue to lie to people in *******, saying the only people without service have no electricity.  That's a lie.  See attached.  The second article in the ******* ********* quotes Comcast again saying, "service interruptions are due to power outages."  Repeating a blatant lie does not make it true.  In the same article, Comcast Senior Director of Communications and Public Relations, ***************************, again said "Comcast's critical network facilities remained online during and after the storm".  If Comcast facilities have not been damaged and are operational, how come i have had no television or internet for an entire week,and no sign of it being fixed today or tomorrow or next week either.  I have reported Comcast to my congressperson, senator, state rep, state senator and the ******* mayor.  Nobody has replied.  So you are the only entity paying attention.

  Customer Answer

  Date: 07/14/2024

  Comcast continue to lie and blame *******ians for the Comcast outages.  See attached message excerpt from ***********************, Regional Senior Vice President. He's blaming a lack of power (electricity) for any and all Comcast outages.
  That echoes several quotes to the ******* ********* from Comcast Senior Director of Communications and Public Relations, ***************************, who said "Comcast critical network facilities in the area have not been damaged by the storm and are operational"; "service interruptions are due to power outages" and "Comcast's critical network facilities remained online during and after the storm".
  Continuing to blame a lack of electricity on Comcast outages is not only a blatant lie, but is effectively blaming *******ians, or at least Texans, for the Comcast outages.  It adds insult to injury.
  The "electricity lie" is also contradicted by numerous Comcast employees.  On Saturday,i was variously told (on the phone) by different Comcast employees that a lack of electricity was NOT the problem, and the problem was:  (1) a software problem, because the nodes are not communicating; (2) an equipment problem, and we can't possibly restore your services until next Wednesday (17th July - a week and a half after the storm!), because the equipment we need is not even in *******;and (3) a manpower problem, because we're trying to fix each area, one a time, and we don't have enough employees to go any faster.  The latter was told to me by a Comcast employee called ******, who has ALREADY had his personal Comcast services restored.  Nice that you put yourselves ahead of your customers.
  I don't live in a remote or inaccessible area; i live in the **************** area, which is packed with residents and businesses; everyone has electricity here and everyone has service here EXCEPT COMCAST!!!

  Customer Answer

  Date: 07/15/2024

  The storm left ******* on Monday afternoon.  We have had no Comcast services (internet or tv) on Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday, Monday and no sign of any services being resumed.  Comcast are lying and are now blaming a lack of electricity to their network.  If a possible lack of electricity to their network could take Comcast services for nearly a million people down for over a week, why don't Comcast have a generator?  We are just ordinary people, but we have a generator in our building.  If Comcast didn't have one, why didn't they bring one in?  On Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday or Monday?  If a possible lack of electricity to the Comcast network is taking down Comcast services for customers for over a week, how come ******************** stores in the same area have had their services back for a long time?  Presumably, Comcast is routing network services to itself, but not to customers.  Why do ******************** claim "THERE IS NOTHING THEY CAN DO AND THEY CAN ONLY WAIT?"  If they need another company to "do something", why aren't senior executives from both companies coordinating to resolve the outage?  Why does Comcast claim they just have to wait for over a week and do nothing?  Why doesn't Comcast contribute to the resolution, either with expertise or manpower?  Why doesn't Comcast get help from the mayor or governor to make progress?  As to this updated complaint, i received a text message last night to indicate my services has been restored (see attached).  I was already in bed, but the text woke me up, so i got up to use the restored services - BUT THEY DIDN'T WORK.  I then spent another HOUR on the phone, until i was definitely told that services were not restored and were not going to be restored.  It's bad enough to have no services for over a week, but this is the SIXTH official message i have received to tell me that my services are back!

  Customer Answer

  Date: 07/16/2024

  In addition to no tv or internet Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday, Monday, Tuesday, in addition to all the lies that Comcast has no outages and the only problem is someone else's fault, because Comcast allegedly are "not allowed" to fix anything because it's allegedly "not safe", Comcast keep sending me text messages to tell me my service is restored.  See attached.  The penultimate message woke me up on Sunday night and this message woke me up on Tuesday morning.  It's ALL LIES - NOTHING IS FIXED.  This is also making me ill.  I have migraines, stomach ache, high blood pressure and am on the edge of losing my job and my health insurance because i cannot work because Comcast cannot fix their internet for over a week.

  Customer Answer

  Date: 07/20/2024

  My Comcast tv is still not working properly.  I have been on the phone with Comcast tech support for literally HOURS today.  One call alone was 2 hours, 5 minutes, then they hung up (see attached).  Another call was 32 minutes.  I have now been on-hold for another 18 minutes and still hearing awful music and no sign whether anyone will answer within 2 hours or not?

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ***************************
              *************************
              *******, ********
  
                Case Number:                    21980766
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  
  I spoke to **************** on July 15, 2024, regarding an outage concern. Our records indicate Ms. ******* area was affected by Hurricane ***** and its continuing effects.
  
  Our records indicate that outages were reported from July 2, 2024, through July 23, 2024, within the residential area. On July 22, 2024, I spoke with **************** again, who confirmed her services are online but mentioned she is still experiencing issues with her television volume. **************** indicated she would not be available for a service visit; therefore, one was not scheduled.  As of July 24, 2024, ******************** equipment is reporting within the specifications for normal operation.
  
  Our records show that ******************** account has been credited for the period affected by the outage. Further compensation related to service concerns has been respectfully declined. A service visit will be required to further investigate additional service concerns. I apologized for any inconvenience and the overall experience 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 Relation

  Customer Answer

  Date: 08/01/2024

  The message is not accurate in many respects.  On July 22, 2024, **************** indicated she would DEFINITELY be available for a service visit, but was going out of the country on July 23; therefore, a service visit should be scheduled after her return into *** (after August 1, 2024).
  ******************** account has NOT been credited for the period affected by the outage.  ******************** account has been credited certain amounts SOLELY related to extremely poor customer service, including endless ******************** lies for weeks, and a paltry attempt to compensate for significant costs incurred by **************** in obtaining service from alternative sources and for very significant loss of earnings, amounting to multiple thousands of dollars already (some loss of earnings is also ongoing).  Only a single credit was requested by ***************.  All others were voluntarily provided by Comcast.  During every single conversation throughout the outage, every Comcast employee stated that NONE of the credits applied to the outage itself. Every Comcast employee promised that a full credit for every day of the outage would be provided, but could only be done after the outage was finally resolved.  That means a full credit for days 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19 and 20 July for loss of tv and internet still needs to be provided, and additionally for loss of tv on 21 and 22 July.  Also, the tv outage meant that several episodes of ongoing tv series could not be seen and must now be purchased at about $2.99 or $3.99 each, so that series of 4 or 6 episodes, which **************** was in the middle of watching, can now be completed.  The total amount of credits due, including the need to purchase episodes, is estimated to be about $120.
  On July 22, 2024, *** from Comcast told **************** that no credits would be provided, because all the outage was "an act of God".  That is wholly inaccurate.  There was bad weather on 8 July.  The Comcast outage for 2 weeks was not an act of God, but endless acts of incompetence.
  

  Customer Answer

  Date: 08/01/2024

  This CANNOT be closed.  The complainant has been out of the country and has only just returned.  A reply was sent immediately upon return to ****  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  Comcast has an illegal monopoly on local internet service and provides horrible service because they have no competition.I recently purchased internet service for my apartment at **************** at ********************************************************************************************They never connected my internet even though the junction box outside my building is clearly all they needed to access. They refused to send a tech unless that tech had access to my apartment, which isnt needed because they are not maintaining junction boxes and bully customers into letting techs access apartments unnecessarily.

  Business Response

  Date: 07/26/2024

  
  July 26, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re: Case Number:21980743
  Date of Notice:July 12, 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 **************** regarding his concerns. Our records indicate that a service visit to address the service issue was declined on June 6, 2024. Subsequently, on July 6, 2024, **************** requested the service be disconnected and we complied with his request.
  
  On July 25, 2024, a service visit was scheduled to address the pedestal referenced in the complaint. Our technician was able to repair the pedestal and tidied up the exposed wiring and on the pedestal. Our technician also advised **************** the drop is connected outside and ready if he opts to restore services in the future.
  
  Regarding the billing concern, on July 26, 2024, a credit was applied to the account for the payment submitted by **************** on June 6, 2024, and June 27, 2024, and will be reflected on the final billing statement dated August 6, 2024. As a result, **************** is due a refund. **************** will receive an email with instructions on how to redeem the refund. Once **************** confirms the refund method it will be received within 7-10 business days. We will follow up with **************** to ensure receipt of the refund.
  
  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,
  
  
  **************** 
  Comcast | Executive Customer Relations 

  Customer Answer

  Date: 07/27/2024

  
  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,
  
  *************************
  
  Thank you. I still aint getting coax internet, but my property management is quite pleased. This repair dovetails well with the ongoing renovations. Way to join the team??

• Initial Complaint

  Date:07/12/2024

  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.

  I updated my services in October of 2023. My bill has never been right since, in spite of multiple attempts to resolve the issue. I signed up for paperless billing and automatic payment from my ********** account that gives me a $10/month discount. That discount has never appear on my bill. I recently spoke, again, with a frontline associate at Xfinity on June 22 who confirmed that I signed up for paperless/autopay and submitted a request to management for a discount to be applied. She also assured me that she fixed my bill. I was told that I would receive notification within 48 hours confirming that a $70 credit had been applied. That was $10 for each month that I had not already been credited the $10 discount. Since then I received another bill, issued July 3, that's not reflecting the correct discount. Additionally, as of this morning, July 12, management has denied the $70 credit. This is beyond unacceptable because the facts of the case are indisputable. I am canceling autopay as of today, 7/12, because I will not allow Xfinity to steal any more of my money. I would like someone from Xfinity to contact me by telephone to resolve this issue.

  Business Response

  Date: 07/25/2024

  July 25, 2024
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       *********** ******
              ************************************************************
              ***********************
  
                Case Number:                    21980654
              Date of Notice:             July 12, 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 Mr. *********** ****** subscribed to the Superfast Internet at a promotional rate for 12 months effective October 8, 2022, to November 6, 2023. The offer was eligible for a monthly ************ discount with enrollment in Eco-Bill paperless billing and automatic payments.
  
  On October 26, 2023, Mr. ****** repackaged the account and provided web consent approval for the Gigabit Extra promotional rate for 12 months effective October 26, 2023, to November 6, 2024.The offer is subject to a 12-month term agreement effective October 26, 2023,through October 26, 2024. On November 7, 2024, the promotional rate will transition to the second-year pricing for 12 months expiring November 6, 2025. The additional services include Internet/Voice Equipment Rental plus taxes and fees. The offer was not eligible for a monthly ************ discount with enrollment in Eco-Bill paperless billing and automatic payments.
  
  On November 9, 2023, a credit was applied to the account for a courtesy credit. The credit is reflected on the billing statement dated December 3, 2023. On June 22, 2024, a credit was applied to the account for a courtesy credit. The credit is reflected on the billing statement dated July 3, 2024.
  
  On July 19, 2024, I spoke with Mr. ****** and advised the information above. I explained that we would email our backend team to further investigate the self-service discount concern and confirm for the exact reason for removal which was completed on July 22, 2024. Mr. ****** mentioned going forward email preference is better for communication.
  
  On July 23, 2024, our backend team advised that the new offer, which was added on October 26, 2023, did not come with an autopay offer. The original package included autopay but was removed when Mr. ****** upgraded his package. The self-service discount is educated in all consent for the promotional offers which qualify, which is part of the legal disclaimer disclosure. On July 23, 2024, I responded via email to Mr. ****** and advised the information above. The compensation request has been respectfully denied as not warranted.
  
  On July 23, 2024, Mr. ****** responded via email requesting to cancel services as of July 30, 2024. On July 23, 2024, I corresponded via email to Mr. ****** and advised the disconnection request has been placed as requested for July 30, 2024. The account will receive an early termination fee for not meeting the remainder of the contractual agreement from October 26, 2023, through October 26, 2024. The consent explains the offer is subject to the terms of the 12-month term contract. The account will be billed early termination fees. 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,
  
  
  ******* *.
  Executive Customer Relations

  Customer Answer

  Date: 07/26/2024

  [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: 21980654
  
  I am rejecting this response because:
  

  As the Xfinity representative said, on 10/23/24 she sent me a copy of the Consent Agreement from 10/26/23. The agreement clearly states that I am to be charged an estimated $86.05/month (see PAGE 4 of the attached Consent Agreement). Since upgrading my service in October 2023, I have been charged $96.05/month. I have explained to the Xfinity representative that Xfinity is charging me $10 more per month than I agreed. It's clearly stated in the agreement. Furthermore, on PAGE 5 of the Consent Agreement, you will see verbiage at the top of the page stating, "Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using your bank account. If you cease to be enrolled in both Paperless Billing and Automatic Payments with your bank account, you will no longer receive this discount. If you change your automatic payment method to a credit or debit card, your monthly discount will be reduced to $5," and at the bottom of the page stating, "Your pricing includes a $10 monthly discount for enrolling in Paperless Billing and Automatic Payments using a bank account."

  As stated above, the Consent Agreement indicates a $10 monthly credit for autopay/paperless billing services was mutually agreed to. The Xfinity representative continues to believe that there was no such offer. I am confounded that this cannot be resolved based on the text of the agreement. What was presented to me online and via text on 10/26/23 showed an estimated monthly bill of $86.05, the agreement confirms this, and I want the money that is owed to me.

  The Xfinity representative claims the $86.05/month rate was for the old offer. That is incorrect, and I have attached a copy of my final bill prior to the upgrade as proof. You will see "New charges $80.00" in he "Your bill at a glance" section. I was paying exactly $80.00/month. I have no idea why Xfinity is saying that my old monthly service charge was $86.05. Furthermore, the Consent Agreement document lists only the new services, not old services. There is no mention of the services being removed on the document from 10/26/23.

  As the Xfinity representative stated, I will no longer do business with their company because they are not honoring the agreed upon pricing. I want, however, the money that is still owed to me. This should amount to approximately $50 + any prorated discounts based on a partial final month of service prior to cancellation. As she stated, I also requested they waive the termination, as they violated the agreement, not me. I request that the BBB please continue to assist in resolving this issue to the mutual satisfaction of both parties.

  Best,
  
  *********** ******

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:       *********** ******
              ************************************************************
              ***********************
  
              Case Number:                      ******** -Rebuttal
              Date of Notice:             July 12, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********** ****** regarding Xfinity service.
  
  On December 16, 2024, I spoke with Mr. ****** regarding his concerns. Our records indicate Mr. ******* previous account (ending in 4960) was enrolled in a 24-month promotion for the Superfast Internet. The promotional rate was effective from October 8, 2022, and expired on October 7, 2023. On October 8, 2023, the promotion transitioned to a second-year promotional rate effective through October 7, 2024, at which time regular rates would have applied. The package does not include additional services, equipment or applicable taxes and fees which are subject to change. The package was eligible to receive an additional monthly self-service discount with enrollment into both Paperless Billing and Automatic Payments.
  
  Additionally, the account reflected a ******** promotion for the xFi Complete, which included the xFi Complete Gateway and *************** effective October 8, 2022, through October 7, 2023.
  
  On August 7, 2023, the service was transferred to the new account, ending in 5545. The transfer of service to the new account changed the billing cycle date from October 7, 2023, to November 6, 2023.
  
  On October 26, 2023, the account ending in 5545, was repackaged and enrolled into a 12-month contractual agreement for the Gigabit Extra Internet. The contractual agreement was effective from October 26, 2023,to October 26, 2024. The promotional rate was effective from October 26, 2023,through November 6, 2024. On November 7, 2024, the package transitioned to a second-year,non-contractual promotional rate effective through November 6, 2025, at which time the regular rate would have applied. The package did not include additional services, equipment or applicable taxes and fees which are subject to change.Additionally, the account reflected an **********************/Voice equipment rental.
  
  On October 26, 2023, the account was enrolled in Automatic Payments with a bank account method. The account also reflected Paperless Billing statements, and the account was receiving a monthly self-service discount. On October 31, 2024, the package was identified as not being eligible to receive the monthly self-service discount. This caused the self-service discount to be removed from the account on November 1, 2023.
  
  On November 9, 2023, as a courtesy, a credit was applied to the account and reflected on the December 3, 2023, billing statement. On June 22, 2024, as a courtesy, a credit was applied to the account and reflected on the July 3, 2024, billing statement. On July 12, 2024, the account was unenrolled from Automatic Payments and the checking account information was removed.
  
  On July 29, 2024, the account was disconnected as requested by Mr. ******* On July 29, 2024, an early termination fee was applied. The disconnected account reflected a remaining balance for the service charges billed up to July 28, 2024, and the early termination fee. The remaining balance was reflected on the August 1, 2024, billing statement. The account was referred to a third-party collection agency on September 27, 2024,which is reflected on the September 28, 2024, billing statement.
  
  The last payment processed to the account was June *******, for the June 7, 2024, through July 6, 2024, service charges. Additional compensation and/or refund is not warranted. As a courtesy, an offer to apply a credit to waive the early termination fee was offered. However, Mr. ****** declined the offer,and a credit was not applied. 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 ***************
  
  Sincerely,
  
  **** *.
  Executive Customer Relations
  **************

  Customer Answer

  Date: 01/01/2025

  Hello BBB,

  I spoke with the Xfinity representative, ****, regarding my account. ********************** alleges that the next bill amount shown on the consent agreement, $86.05, is for the next month's prorated bill. This, of course, is contrary to the previous representative's claim that $86.05 represented my the charges from my August 2023 agreement. To be clear, adjusting $95.00/month (plus taxes = $96.05) to $85.00 prorated (plus taxes = $86.05) is a mathematical impossibility. If the proration was performed using a 30/day month, the previous $80/month agreement would yield charges at 2.67/day. Using a 31 day month, charges would equal $2.68/day. The Xfinity representative claims that $86.05 was an estimate of the following bill, because the following bill was significantly more. No combination of prorated days adds up to exactly a $10 discount on the next bill after my upgrade. 

  Xfinity alleges that, because it has been more than 45 days since my phone calls and live chats, they cannot confirm that multiple representatives told me that the $10/month discount was missing from my account. But that also is likely untrue. On two different occasions Xfinity representatives issued $20 credits, the maximum a call center representative can issue without management approval. Xfinity has a record of these credits. I would venture to say it's highly likely Xfinity requires their representatives to enter notes explaining why they issue account credits. If ********************** believes I was never told that the $10/month credit was missing, it must find some other reasonable explanation for issuing those $20 credits on two separate occasions.

  Xfinity offered to refund the early termination fee, but has not agreed to give me the money I am owed. To be clear, Xfinity owes me money. I do not want half of what's owed to me.

  Xfinity has not investigated this issue in good faith. When the last representative, ****, contacted me, he claimed to have reviewed all the documents. But when I insisted that he review the documents I uploaded to BBB live on the phone, he stated he does not receive attachments from the BBB. I offered to do a screenshare from my screen through any meeting app. He said he is not allowed to do that. I offered to send an E-mail, but before the E-mail was even sent, **** was already saying "I haven't got it. I still haven't got it" over and over.

  I am not pleased with how Xfinity has handled this issue, and my concerns are not resolved.

  Business Response

  Date: 08/11/2025

  
  August 11, 2025
  
   
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   *********** ******
           *************************************************
           ***********************
  
           Case Number:   21980654 - Rebuttal
           Date of Notice:   August 4, 2025
  
  Dear *** or Madam:
  
  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 Mr. ****** via telephone and email. Although I was unable to reach Mr. ******* our resolution remains unchanged. Our records indicate that on July 23, 2024, Mr. ****** communicated with an Executive Customer Relations specialist and requested to disconnect his account effective July 29, 2024. Prior to completing the disconnection request, Mr. ****** was made aware that an early termination fee would apply for disconnecting service before the end of the 12-month agreement on October 26, 2024, which Mr. ****** accepted on October 26, 2023, via ************************. The voluntary disconnection was completed on July 29, 2024, with a stop billing date on the same day, which produced prorate credits for the billing period of July 29, 2024, through August 6, 2024. 
  
  On July 29, 2024, an early termination fee was applied for the remaining four months of the agreement. The disconnection and early termination fee were reflected on the August 1, 2024, billing statement, which included services rendered from July 7, 2024, through July 28, 2024. The balance was reflected again on the September 1, 2024, billing statement. Payment was not received, and on September 27, 2024, the account was charged off to third-party collection, which was reflected on the September 28, 2024 billing statement. 
  
  Under Mr. ******* previous account number ending in 4960, on September 20, 2022, the account was enrolled in a 24-month two-step promotional offer for Superfast Internet. The introductory promotional rate was effective from October 8, 2022, through October 7, 2023. Effective October 8, 2023, the second-year promotional rate would become effective through October 7, 2024. A 12-month promotional offer was added for xFi Complete (which includes Internet equipment and **************** at a promotional rate effective from October 8, 2022, through October 7, 2023, at which time, the retail rate would apply. 
  Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. This offer included an optional self-service discount if Mr. ****** had maintained enrollment in both Automatic Payments and Paperless Billing. Because the requirements were not met, a self-service discount was not applied. 
  
  Effective August 7, 2023, Mr. ******* current services were transferred to the account number ending in 5545. Due to the change in billing cycle, the promotional end dates for the offer accepted on September 20, 2022, were updated from October 7, 2023, to November 6, 2023, and the second-year rate ending on November 6, 2024. 
  
  On October 26, 2023, Mr. ****** consented to a change of service using ************************ and accepted a 12-month transitional contractual agreement for Gigabit Extra Internet at a promotional rate. The contractual agreement was effective from October 26, 2023, to October 26, 2024. The initial contractual rate was effective from October 26, 2023, through November 6, 2024. Effective November 7, 2024, the second-year promotional rate would have become effective through November 6, 2025, at which time, the retail rate would apply. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. 
  
  The contractual agreement included an early termination fee should the account be disconnected for any reason before October 26, 2024, after the initial 30-day period. On October 26, 2023, Mr. ****** was provided with the agreement terms via the consent accepted via ************************. 
  
  The offer accepted on October 26, 2023, did not include an optional self-service discount with enrollment in both Automatic Payments and Paperless Billing. On October 26, 2023, Mr. ****** enrolled in Automatic Payments with a linked bank account. Since the offer did not include a self-service discount, the account did not receive the discount. On November 1, 2023, the billing support team confirmed that the offer accepted on October 26, 2023, did not include a self-service discount option. On July 14, 2024, Mr. ****** unenrolled from the Automatic Payments option. 
  
  On November 9, 2023, a courtesy credit was applied and reflected on the December 3, 2023, billing statement. On June 22, 2024, a courtesy credit was applied and reflected on the July 3, 2024, billing statement. 
  
  Mr. ****** has been accurately billed. The request for compensation is not supported by company records and is respectfully denied. Proof of payment is necessary to clear the account balance. I apologize for any inconvenience that may 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,
  
  
  **** *. 
  Executive Customer Relations
  

• Initial Complaint

  Date:07/12/2024

  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 need to return devices so I don't get charged. Stop ****** payment that is pending.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***** ******
  ******************************
  *****************
  
  Case Number:21980613
  Date of Notice:July 12, 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 November 23, 2023, Mr. ****** purchased a ****** Pixel 7a which was covered with Xfinity Mobile care. The device was delivered November 28, 2023, and activated November 29, 2023. May 21, 2024, Mr. ****** was provided a bill and on June 21, 2024, he was provided another bill. Xfinity Mobile did not recieve a payment for either bill. However, on July 11, 2024, a payment was made on the account. On July 12, 2024, Mr. ******'s account was voluntarily disconnected. On July 19, 2024, the remaining device balances for both the ****** Pixel 7a and the ******* Galaxy A14 5G was accelerated to the bill
  
  On July 19, 2024, I contacted Mr. ****** to discuss his Xfinity Mobile concerns. Mr. ****** expressed his desire to recieve a refund for the payment made on July 11, 2024. I advised Mr. ****** that normally, these refund requests are not valid as the July 11, 2024, charge was a valid charge. However, July 18, 2024, I attempted to refund Mr. ****** the payment and I advised Mr. ****** that this would be a one-time courtesy, but he would remain liable to pay past due account balance as these are valid charges. 
  
  Unfortunately, the refund failed as Mr. ****** canceled the card that the payment was taken from. I advised Mr. ****** that I could submit a manual refund request however, this proccess takes time and these requests are subject to approval.
  
  I advised Mr. ****** that the devices can no longer be returned as it exceeds our 14 days return policy. On July 19, 2024, I provided Mr. ****** with a onetime courtesy credit under the stipulation that Mr. ****** would be responsible for the remaining device balances as the charges are valid. 
  
  On July 23, 2024, I contacted Mr. ****** to advise that his manual refund request for the payment made July 11, 2024, would not be approved as the charge was a valid charge. Mr. ****** then advised me that he will not pay the remaining device balances on his account. At that time, I advised Mr. ****** that I would not provide a credit as we previously agreeded that a credit would be provided if he was going to pay for the remaining device balance. Also, I advised Mr. ****** that I will provide a response back to the BBB advising of the resolution offered. Mr. ****** understood and on July 23, 2024, I reversed the $150.00 credit.
  
  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: 07/31/2024

  [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: 21980613
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** Before
  
  
  
  
  
  
  
  
  

• 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.

  On July 12, 2024 I was charged $167.94 by Xfinity/Comcast ***** services and I called to dispute the charges after looking into it in my Xfinity app and seeing that I had not been on the plan the *** who signed me up for ***** service told me I was on.I had not inquired about the plan due to the bill never being close to this amount up until now. It has been a very small bill and very affordable.I got into the Xfinity app and chatted with a *** about 10AM 7/12/2024 EST.That **** as you can see in the attached photos told me that I was mislead and I would not only get 100% of a refund but he would get me onto the right plan so that didn't happen again.He told me that he could change the plan but Xfinity would have to call me for the refund process to finish.I talked with Xfinity when that *** called a couple minutes later and he took all my information, kept me on the phone for over a half hour, and finally told me he would finish the refund.I called back about an hour later to verify, the first *** told me that it went through no problem but I asked to speak to a supervisor to see if we could speed it up so I got the refund today as opposed to 3 to 7 business days. The 2nd *** picked up, told me I couldn't get a refund, was very rude, told me his ***s are wrong, and wouldn't back up what ALL the ***s told me prior told me.He didn't care that I was lied to.He didn't care about Xfinity's customer service ***utation at all. I want the 100% of $167.94 as promised.I worked with the initial *** today and changed plans which cost more each month and I've been a customer with ***** and ********************** for over a year now. I should not have to deal with ******* customers should have to deal with this.I was lied to, mistreated, disrespected, and honestly just want to drop all my equipment off and switch carriers. I will not stay accept any resolution that keeps me a customer besides this refund in full as I was promised.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** *****
           ********************
           **********, ********
  
           Case Number: 21980512
           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 17, 2024, I spoke with Mr. ***** regarding his Xfinity Mobile concern. Our records indicate Mr. ***** started service on July 20, 2023, with one line of service on the *************** option. On the May 22, 2024 through June 21, 2024, bill cycle, Mr. ***** used a total of 7.17GB of data and was billed for the data charges. Mr. ***** was advised of the email and text message communication sent alerting him when the data threshold was exceeded. The charges are valid and at this time Xfinity Mobile respectfully declines any further credits or refund requests for this concern
  
  Please be advised the billing on this account was accurate at that time. 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,
  
  
  ******* *.
  Regulatory Specialist

  Customer Answer

  Date: 07/30/2024

  [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: 21980512
  
  I am rejecting this response because:

   

  Refund promised by multiple **** not given. *** that called to discuss this acted as though she didnt have access to chat logs through Xfinity Chat. She said she couldn't see those and then tried to say she saw something else when I had the chat log pulled up within the app.

  If I can see all my chats back to day 1 with Xfinity in their app why can't she?

  She lied directly to me, I know she can see the chat logs. I called back and asked a different rep. 

  Offered no resolution and showed zero concern for me as a customer.

  She lacked integrity and should not be handling BBB complaints at all. 

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

  
  

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** *****
  *************************************
  ********************
  
  Case Number:********
  Date of Notice:August 23, 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?Mr. *****?via telephone and email several times; however, my attempts were unsuccessful. Our position as previously explained to the Bureau on July 19, 2024, for file number ********, remains the same and has not changed.
  
  Our records indicate Mr. ***** started service on July 20, 2023, with one line of service on the *************** option. On the May 22, 2024 through June 21, 2024, bill cycle, Mr. ***** used a total of 7.17GB of data and was billed for the data charges. Mr. ***** was advised of the email and text message communication sent alerting him every time the data threshold was exceeded. The charges are valid and at this time Xfinity Mobile respectfully declines any further credits or refund requests for this concern. 
  
  Please be advised the billing on this account was accurate at the time. 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,
  
  
  ******* *.
  Regulatory Specialist
  

  Customer Answer

  Date: 08/30/2024

  [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: 21980512
  
  I am rejecting this response because Xfinity **** told me I'd get the refund. You need to back up what multiple **** said and is in chat history. 
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  In the last couple of weeks, this company has been constantly calling me. When I do answer, the call hangs up. I block one contact and then I am called by a completely different number. I feel harassed. When I call the number back to see what the problem is, I can't get to a person, because I do not have an account, nor do I want anything from you so stop calling me. It's unprofessional and upsetting, you have no business calling me so stop it.

  Business Response

  Date: 07/31/2024

  July 31, 2024     
  
  
  Better Business Bureau
  ********************************************************************************************
  *********************
  
    Re:     Ms.**********************************************************
  **************************
  ******, GA 30096
  
  File Number:                21980301
  Date of Notice:             July 12, 2024
  
  To the Better Business Bureau:
  
  
  This letter is in response to the above-referenced complaint submitted to your office by *******************************.
  
  Comcast called ******************************* as part of a sales campaign within the time frame referenced in her complaint.At the time of the calls, **************-Ridgeways telephone number was not on Comcasts internal Do Not Call list. On July 12, 2024, the telephone number, **************, was added to Comcasts internal Do Not Call List.
  
  Based on the description of the number of calls and the hang-up experience described in the complaint, *************************** performed an investigation and determined that some of the contacts she described were likely part of a scam perpetuated by an unknown third party. 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] and advises customers about common fraud techniques and ways to avoid them.[2]
  
  On July 15, 2024, a Comcast *************************** technician contacted ******************************* via email.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast ***************************
  **************   
  
  
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

  Customer Answer

  Date: 08/01/2024

  [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.  As long as they dont call me. 
  
  Regards,
  
  **********************************************