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 Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

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:07/11/2024

  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.

  We worked with a sales manager named ********************* at Comcast Business to update our Comcast Accounts to have to get more competitive rates on our internet and phone services. The Comcast Sales team fraudulently setup new accounts in addition to the ones that were already opened and started billing me for both the existing accounts and new accounts. The sales manager completely stopped communicating with us after and stopped responding to emails, phone calls, and text messages to him. We spoke to another Comcast Business sales rep who told us they did this just to get a new sale for themselves. We are now stuck with 3 new Comcast Business accounts in addition to our current ones that we did not ask for and now have a total of 6 Comcast Business bills that Comcast wants us to pay.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:**********************;
  ************************************************************************************
  
  Case Number:21975142
  Date of Notice:July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Comcast Business service.
  
  On July 15, 2024, I spoke with **************** regarding duplicate billing. **************** was informed that the duplicate account was terminated, and charges were backdated. Our records indicate that an adjustment was applied to the account on July 16, 2024, for the duplicate billing. The adjustment is reflected on the July 16, 2024, billing statement. 
  
  **************** has a credit balance that was refunded via check on July 26, 2024. I informed **************** that he will receive refund within four to six weeks. 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,
  
  
  **************************
  Engineer II
  

• Initial Complaint

  Date:07/11/2024

  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 an ongoing problem with Comcast Cable TV. I keep getting recordings that I have not scheduled and do not appear under scheduled recordings. I have called about this many times and told the problem was resolved. It has not been resolved. Finally i received a call *********** who was an advanced technician who could not solve the problem. She sent a technician who was unable to fix the problem which still exists. She also gave me a very small credit to my account which I told her was not adequate.. She said the technician would give me some additional consideration. When i told him that he said he did not know why they told me that as he was unable to do that. They are unwilling or unable to fix the problem and do not even want to give me adequate financial consideration for all the time and inconvenience.

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       ***************************
              26 Western Ter
              ***********,********
  
              Case Number:              21975130
              Date of Notice:             July 11, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by regarding Xfinity service.
  
  On July 13, 2024, I spoke with ********************** regarding a service concern. Our records indicate on July 07, 2024, a previous agent provided ********************** a one-time courtesy credit for service-related issues with his DVR recordings. This credit will reflect on the August 15, 2024, billing statement.
  
  On July 13, 2024, ********************** was provided a one-time courtesy credit for the service-related issues with his DVR recordings. This credit will reflect on the August 15,2024, billing statement.
  
  On July 13, 2024, ********************** was educated of the functions of deleting,scheduling, and how to see view all recordings and the priority of recordings. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that 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,
  
  
  ****** C
  Executive Customer Relations
  

• Initial Complaint

  Date:07/11/2024

  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 had a death in the family and needed to move a promise to pay by 4 days. I have been with Comcast/Xfinity over 15 years. I called and got no help. I was told to use the on line chat. Two hours later and four separate agents, I get a confirmation number and I am told it is set. But my acceptance doesn't reflect this and I have been disconnected before so I need the arrangement fixed. I am so tired of being lied to by representatives of Xfinity. Even though I have it in waiting, they do not do what they say and go back on arrangements. They have a monopoly and there is no where else to go to get the services. I ask for a supervisor call back. When I get the call back, it isn't even a supervisor. I had one person tell me that I needed to go to the store. The services are terrible!!!!! Everyone lies about it.

  Business Response

  Date: 07/18/2024

  
  July 18, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*********************
  ********************
  **********************
  
  Case Number:21974964
  Date of Notice:July 11, 2024
  
  Dear Sir 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 ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. A review of the account history reflects that on July 11, 2024, the billing statement was generated and includes a past due balance for the June 11, 2024, billing statement. Records show that on July 11, 2024, a payment was scheduled with a credit card, it was scheduled for July 16, 2024.
  
  Records do not support ****************** claim that the account was disconnected, the account had not been disconnected as of July 12, 2024. On July 11, 2024, a payment arrangement was made for July 12, 2024, for the past due balance. 
  
  Records show that that on July 13, 2024, the service was disconnected for non-payment, but it was restored on the same day with a payment arrangement for July 17, 2024, for the past due balance. On July 13, 2024, a payment was applied to the account. A credit was applied to the account on July 14, 2024, as a courtesy, it will reflect on the August 11, 2024, billing statement. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

  Customer Answer

  Date: 07/24/2024

  I have now received the response of the company. They are leaving out some very important details. Had I NOT escalated this to the better business bureau, the account would have been interrupted and remained interrupted until the full balance was paid. It was only restored the same day because of the corporate individual I was working with who did so after this complaint. The system itself has not been updated to prevent this from happening again. I have been unable to set a new arrangement for August 10th, as requested for my past due balance, and the courtesy credit was not sufficient for the time I have spent on this issue. I am requesting an additional credit of $100 and the new arrangements to be set on my account. 

   

  Thank you, *********************

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  BBB of ******************* & *************************;
  *************************************************************************************;
  ***************************; 
  
  Re: *********************
  ********************
  **********************
  
  Case Number:21974964
  Date of Notice: July 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by authorized user, ********************* regarding ********************** service.
  
  I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. A review of the account history reflects that on July 11, 2024, the next billing statement generated reflecting the previous balance from the June 11, 2024 billing statement, less credits, leaving a past due balance which was due immediately that time. The bill also included the new charges for services from July 19, 2024 to August 18, 2024. The new charges were due on August 7, 2024. 
  
  Our records do not support ****************** claim that the account was disconnected as of July 12, 2024. On July 11, 2024, ************** contacted Comcast **************** to request a payment arrangement, which was processed as requested and scheduled to be drafted on July 12, 2024, for the full past due balance. 
  
  Records show that on July 13, 2024, ****************** service was disconnected for non-payment but was restored on the same day after a payment was made to the account and a new payment arrangement was set for July 17, 2024, for the remaining past due balance. A credit was applied to the account on July 14, 2024, as a courtesy. On July 15, 2024, reactivation fees were applied to the account for restoring the cable, internet, and phone services. These charges are valid. The credit and charges will be reflected on the August 11, 2024 billing statement.
  
  Currently, Ms. ****** account is more than 30 days past due. No payment was received for the past due balance on July 17, 2024, as required for the aforementioned payment arrangement. Due to this, ************** is ineligible for a payment arrangement at this time due to the broken payment arrangement, and has a pending service interruption scheduled for August 1, 2024. ************** is required to pay the past due balance to avoid service interruption. Additionally, Ms. ****** request for additional credit is unjustified and has been respectfully denied.
  
  In order to address any additional concerns, contact with ************** is necessary. I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ********
  Executive Customer Relations 
  
  

• Initial Complaint

  Date:07/11/2024

  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 double charges then acts like its the customers fault. I requested a refund and was told it would take 7 days, 2 weeks later I'm told it will take an ADDITIONAL ***** days. Every customer service agent gave me different/false information, I was told various amounts of days and repeatedly told "it's processing" and my refund STILL has not arrived. I never approved the double charge and they are doing everything in their power to not refund me. This is absolutely ridiculous and poor customer service and business practice. I've been an xfinity customer for nearly 8 years and this company is a joke.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  
  BBB of ******************* & ********************
  1880 ********************************************************************************************************************************
  
  Re:***********************
  ******************************************************************************
  ****************
  
  Case Number:21974705
  Date of Notice:July 11, 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 12, 2024, I spoke with **************** regarding a billing concern. Our records indicate that **************** scheduled a future dated payment on June 15, 2024, to be deducted on June 24, 2024. On June 22, 2024, **************** made a payment, but the previous arrangement was never canceled. As a result, the payment was automatically deducted on June 24, 2024. On July 12, 2024, a payment was reversed back to ****************** account of record. On July 12, 2024, we explained that the refund, which was reversed to his account, should be received within 3-5 business days of July 12, 2024. 
  
  On July 14, 2024, the payment, was charged back to the Comcast account, and a  returned item was billed to the account. On July 15, 2024, we attempted to reach **************** to confirm the refund was received, but we were unsuccessful reaching him. On July 25, 2024, we applied a credit to the account to remove the returned item charge billed to the account on July 14, 2024. The credit will be reflected on the July 25, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************. 
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:07/11/2024

  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.

  On 5/29 I contacted Comcast/Xfinity to inform that my husband had passed and I wanted to transfer the account to my name. I also wanted to cancel the charge of long distance call to a land line that we have with them used for a fax only and get a discount on my bill for getting in automatic monthly payments. Im an elderly woman with a hearing problem that just lost her husband trying to understand a conversation with someone that wouldn't stop to let me talk. After the conversation I still don't remember the purchase of a phone that I didn't accept and returned it. Called again on 6/5 with the same request and to let them know that I returned the phone and I wanted a refund on the activation fee. They got me again on a long conversation that I had to stop several times because I was not understanding them. This time I was charged offered a service for rebate direct in the amount of $249. They disguised the product such and gave me the name of a company with no one responding the phones and my Xfinity monthly payment went up and I'm still paying for international calls for my fax machine. Xfinity and Rebate LLC are untrustworthy companies and their agents have no interest in customer service they are just sales people abusing the American public.

  Business Response

  Date: 08/01/2024

  
  August 1, 2024     
  
  Attn:Complaint Department
  Better Business Bureau
  *************************************************************************************************
  **********************
  
    Re:      *********************
   *********************************************
   *******************
  
  File Number:                 21974506
  Date of Notice:             July 11, 2024 
  
  Dear Sir or Madam:
  This letter is in response to the above-referenced complaint submitted to your office by *********************.
  Customer ****************** investigated ***************** concerns and determined that the interactions were likely part of a scam perpetuated by an unknown third party.The company Rebates LLC referenced in ************************* complaint is not associated with 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[1] page and advises customers about common fraud techniques and ways to avoid them.[2]
  In reference to ************************* concerns regarding fraudulent ACH charges, in the instances when an unauthorized charge is cleared by any financial institution,regardless of the payee, it is up to the owner of the account to file a dispute with the financial institution
  Regarding the automatic payment enrollment concern, Comcast records indicate that ********************* signed up for paperless billing and automatic payments utilizing a credit/debit card. Enrollment was completed on May 28, 2024 and ********************* is receiving the monthly self-service discount.
  Regarding the downgrade request, Comcast records indicate that ********************* spoke with a Comcast Executive Customer Relations representative on July 18, 2024, at which time ********************* stated ********************* did not wish to make any changes to the account at this time.
  Regarding the Xfinity Mobile billing concern, our records indicate on May 28, 2024, ********************* initiated service with Xfinity Mobile. On June 7, 2024, ********************* returned the device to the ********************** warehouse. On June 7, 2024, a refund for the initial payment on the device was processed and returned to the payment method on file on June 10, 2024.
  On July 12, 2024, a credit was applied to the account for services billed from June 4, 2024 through July 3, 2024, which included the line set up see from the time of purchase.
  In addition, our records indicate on July 12, 2024 a refund was processed for the restocking fee that was charged on June 7, 2024. The refund was processed to the payment method on file on July 15, 2024 and would be received within one to three business days from that date. There were no additional charges assessed to the Mobile account.
  On July 29, 2024, a Comcast Customer ****************** technician spoke with ********************* to advise of the above information. The technician provided their direct contact information should additional assistance be required.
  On July 18, 2024, a Comcast Executive Customer Relations representative spoke with ********************* to advise of the above information. The representative provided their direct contact information should additional assistance be required.
  On July 12, 2023, a Xfinity Mobile representative spoke with ********************* to advise of the above information. The representative provided their direct contact information should additional assistance be required.
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  Customer ******************
  **************
  
  
  
  [1] *************************************************************************
  [2] ********************************************************************************************************************************

• Initial Complaint

  Date:07/11/2024

  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.

  This is like the 3 or 4th time I have contacted you guys about this matter and here we go again! Because they keep saying I have a bill with them and I keep sending this issue to you guys to help me rectify the problem! I have received a email from them stating my account has been suspended which is usually how it starts and then they send it to collections! I am trying to get this resolved before they send to collections again and my credit report takes a hit unnecessarily ! Please help me with this issue! They have reached out to me in the past and I have told them I havent and dont have any account with them! I have no account number details or anything off the sorry but I keep getting these emails! Im tried of it! Help!!!!!!

  Business Response

  Date: 07/23/2024

  
  July 23, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************
  **************************************************************************************************************
  
                  Case Number:                      21974411
                  Date of Notice:             July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity Mobile service.
  
  I made several attempts to contact Mr./Ms. Last Name via telephone and/or email. Although I was unable to reach Mr./Ms. Last Name, a review was completed on the account. As previously reported to the Better Business Bureau on December 22, 2022, for case number ********, on January 19, 2023, for case ********, and on February 20, 2024, for case number ******** there are outstanding balances that must be paid to satisfy the accounts.
  
  Our records indicate ************* established Xfinity Mobile service at **************** in March of 2018,with a ******* Galaxy S9. On June 14, 2022, ************** purchased a Galaxy S22 (Green), split across 24 installments. The new device replaced an existing Galaxy S9 with the telephone number ending in 4750. The Xfinity Mobile Protection Plan (XMPP) was purchased with the device. The device was delivered and activated on June 17, 2022. This account suspended for non-payment on January 22, 2023, and ceased for non payment on February 20, 2023. We have no records of a request to disconnect service prior to this date.
  
  Upon disconnection of service, the remaining device balance became due immediately. The outstanding debt was sent to collections on March 16, 2023. As a courtesy, on January 8,2024, and on February 8, 2024, credits were applied to the account to clear the outstanding balance. The account was disconnected, and future invoices will not be generated.
  
  On June 20, 2022, ************** purchased a Galaxy S22 (Black) at the local Xfinity Store for his account on ***************, split across 24 installments. A new account was established for the service, at a new address, on ************. ************** also purchased XMPP on this device. A new telephone number ending in 2640 was assigned to the device when it was purchased. On October 28, 2022, this account was suspended for non-payment, and ceased for non-payment on December 16, 2022. We can confirm usage through the non-pay suspension date.
  
  Xfinity Mobile offers a 14-day customer satisfaction window, during which customers can return or exchange their devices. We have no records of ************** returning the Galaxy S22 (Black) device. The outstanding debt was sent to collections on January 9, 2023.On January 8, 2024, a one-time courtesy credit was applied to the account.Payment for the remaining is required to clear the balance and remove the account from collections.
  
  With respect to the email notification regarding the bill suspension. Additional information is required to further investigate. I apologize 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 ****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 07/29/2024

  Im continuing to receive emails from XFINITY stating I am being suspended from service! Which is how this started in the first place. Saying my account is suspended due to non payment! Once again I dont have any XFINITY services but will end up in collections again! What I sent you are recent emails I received!

• Initial Complaint

  Date:07/11/2024

  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 believe Xfinity severely worsened the quality of my ************ over the last few days in order to persuade me to sign a three-year contract for a new plan when I contacted customer service. I reached out to live support because my WiFi network was losing internet connection every few minutes over the last couple of days. The agent told me they identified health issues with my network then launched into a spiel about a new plan that would require me to sign a contract in exchange for better speed and slightly reduced costs. The contract lasts a few years and has an early termination fee of over $200. I signed the contract because it did seem like my costs would be lower. After I signed, the agent made no further comment about the health issues with my network until pressed for more information. They then informed me that there were expired bootfiles on my modem that would be remedied when the new plan was implemented. I lack the technical expertise to back it up, but I strongly suspect that the health issues were a ploy to get me to contact customer service so they could sell me on a new plan with a contract.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       *********************************
              *********************************************
              **********, ** 15232
  
                  Case Number:                                      21974210
              Date of Notice:                         July 11, 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 ************************ several times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On July 11, 2024, ************************ contact technical support and the representative reprovisioned the modem to resolve the service issue. In order to resolve any remaining concerns he *** have, contact with ************************ is necessary. 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:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Sunday, June 23rd, our internet has worked intermittently and has dropped signal daily, sometimes for multiple hours at a time. This has occurred at my residence as well as for the other 23 homes in my community. I notified Xfinity of the 23rd, 24th, 25th and 26th of June about this issue. Xfinity sent our its tech support team and confirmed to me and other homeowners it is an issue with their equipment and service that feeds the internet signal into our community. Sadly, most of us work from home and this has negatively impacted our ability to both work and be productive. Also, there is only one other option for internet here and it is **** and we already tried that and their service was weak and not usable so we are stuck with Xfinity in this community (which hasn't worked now for 3 weeks). We need a resolution, not just an offer of a meaningless or minimal service credit on our bills.

  Business Response

  Date: 07/29/2024

  
  July 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:**********************;
  ********************************************************
  ****************************
  
  Case Number:21974152
  Date of Notice:July 11, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***********************.
  
  Our records indicate that on June 25, 2024, a service visit was completed as ground block was replaced. On June 28, 2024, a service visit was outage related and resolved. On July 2, 2024, a service visit was completed after the technician referred the address to maintenance. The service visit scheduled for July 6, 2024, was completed as no access. A service visit scheduled for July 15, 2024, was completed as customer refused. On July 18, 2024, I spoke with ****************, and he reported that his service issues remain intermittent. A repeat service visit is scheduled for August 2, 2024, to accommodate ****************** availability. I will follow up with **************** on August 2, 2024, to confirm the resolution. On June 25, 2024, a credit was applied as a courtesy. This credit will appear on the July 11, 2024, billing statement. 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: 07/29/2024

  [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: 21974152
  
  I am rejecting this response because:  As of today, July 29th we still have intermittent service in my home and in our community of 24 homes.  I alerted Comcast this is a greater issue with the service feeding into our community as explained to me by Comcast field tech that was working on this issue.  Comcast is scheduled to come out Aug 2nd to my home per response however my home is NOT the issue (it is a greater issue outside community with equipment).
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/16/2024

  
  August 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************
  **********************
  
  Re:**********************;
  ********************************************************
  ****************************
  
  Case Number:21974152
  Date of Notice:July 29, 2024
   
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  With investigation, we are unable to find any issues with Comcast equipment or services provided to the home of the ****************. On July 31, 2024, Technical Operations leadership team was onsite at ****************** home and was unable to find any service issues in which **************** services or neighboring customers services were affected. The concern was escalated for further investigation by Technical Operations, Maintenance, and Network teams. 
  
  On August 2, 2024, our investigation determined that there were no issues found or any correlation between frequency losing connections from the modem listed on each account **************** provided. The reported issues were isolated to **************** services alone and not an issue within the neighborhood. **************** consented to installing a leased wireless gateway to observe the services. On August 13, 2024, a technician installed a leased wireless gateway which will be monitored for the next seven days. On August 20, 2024, we will follow up with **************** to confirm the service concerns have been resolved. 
  
  On August 14, 2024, I communicated via email with **************** to review the above resolution. I explained that **************** should contact the Executive Customer Relations team specifically should he experience any concerns. 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 
  

• Initial Complaint

  Date:07/11/2024

  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.

  My father *************************** passed away and I've been dealing with canceling his Xfinity account. I had to return his cable box which I did via **** *** showed that the box was delivered and Xfinity even shows the return as completed. However Xfinity has charged me for an unreturned box three times. I've spent hours on the phone with their customer service trying to get the matter fixed. They even refunded me for two of the charges (date for refund shows 6-20-24 on bill) but they just sent a text indicating that I was just charged for an unreturned box for a third time. I have images saved of their software showing my box as returned and showing no other pending hardware returns. I feel that this is intentional harassment and their way to be spiteful over me canceling the account.

  Business Response

  Date: 07/16/2024

  
  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       ***********************
              *****************
              *********, ** 24228
  
  Case Number:                    21941873                                     
                Date of Notice:             July 4, 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 to *************************** who is authorized on the account regarding his equipment related concern. Records indicate the cable box ending in (2096)was removed as of April 10, 2024. On May 3, 2024, an audit was performed on the account where an inactive cable converter TV box adapter charge was added towards the account effective May 3, 2023. On May 12, 2024, **************** was charged an inactive cable converter TV box adapter fee that will reflect on the billing statement dated May 12, 2024. On June 12, 2024, **************** was charged an inactive cable converter TV box adapter fee that will reflect on the billing statement dated June 12, 2024. On June 20, 2024, **************** called in where the account was placed in for disconnect. On June 20, 2024, **************** received a courtesy credit that was not warranted and will reflect on the billing statement dated July 1, 2024.
  
  On June 20, 2024, the inactive cable converter TV box adapter ending in (9258) was removed from the account. On July 1, 2024, the disconnect order was complete with an effective stop date of June 21, 2024, that provided a credit prorate.  On July 1, 2024, **************** was charged an early termination fee that will reflect on the billing statement dated July 1, 2024. This left a credit balance on the account due for refund and was processed on July 12, 2024, only because of the courtesy credit that was not warranted. Prior to July 15, 2024, there was not an email on the account where info regarding the refund would be sent. 
  
  On July 15, 2024, I updated the email address to the one on the complaint for *************** where there would usually be an email send to the email on file about the refund.  On July 15, 2024, I provided **************** the telephone number (888) ******* for the ************ that handles our refunds. We will continue to work with **************** to ensure he receives the refund. In addition, there is no record of the account being sent to collections. 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:07/11/2024

  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.

  I was billed for a service I did not receive. In March of this year I decided to use Xfinity/Comcast , which was also providing me internet service as my cable TV provider in early March 2024. I was told they would be sending someone out to setup/ install the access to my televisions. On the schedule day when no technician arrived, I called Xfinity and was informed that don't send out technician for an installation but that they could tell me over the phone what I needed to do to get setup. At this point I asked to cancel the cable TV request. When I received a bill for the service in early April I called to ask them to refund my money. They would not and said that I owed some back charges and late fees. So I cancelled the internet service also. I had them billing my **** card directly. Therefore, if the payment was late it was there fault. To further add to situation after I cancelled the service, the billed me for *** and June after the service was cancelled and they charged me an early disconnect fee. Please see substantiating attached documents.

  Customer Answer

  Date: 07/13/2024

  These are additional documents the zip file that I had intended to submit originally, thanks.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*****************
  **********************;
  *****, SC 29083
  
  Case Number:21973865
  Date of Notice:July 11, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. **************************** July 19, 2024, I spoke with ************ regarding a billing concern. Our records indicate that on March 9, 2024, ************ requested a downgrade removing Xfinity TV and remained enrolled in the 24-month contractual agreement for Gigabit Extra Internet at a promotional rate that was accepted on May 11, 2023. The offer included a contractual agreement effective May 11, 2023, to May 11, 2025. The introductory contractual rate is effective May 11, 2023 through May 10, 2025. Effective May 11, 2025, the third-year promotional rate would become effective through May 10, 2026, after which time the retail rate would apply. A 24-month promotional offer for xFi Complete (which includes Internet equipment and *************** was effective May 11, 2023, through May 10, 2025, after 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 account continued to receive a self-service discount with enrollment in automatic payments with a linked credit card and paperless billing. 
  
  The change of service on March 9, 2024, removed the two-product discount and generated credit prorates for services billed from March 9, 2024, through April 10, 2024. The change of service and credit prorates were reflected on the April 7, 2024 billing statement. 
  
  On June 21, 2024, we honored Mr. ***** request to end the 24-month agreement and disconnect the account. The disconnection was completed on July 2, 2024, which generated credit prorates for services billed from June 22, 2024, through July 10, 2024. On July 2, 2024, an early termination fee was applied for the remaining 11 months of the contractual agreement. The credit prorates and early termination fee were reflected on the July 2, 2024 billing statement. 
  
  Our records reflect that a late fee was reflected on the February 7, 2024 billing statement, due to the statement balance not being received. On February 9, 2024, a courtesy credit was applied to waive the late fee which reflected on the March 7, 2024 billing statement. The account does not reflect that any late fees were applied after February 7, 2024. Please be advised that the billing is accurate, the refund request is unjustified and has been respectfully denied. Our records reflect that on July 17, 2024, ************ returned the Internet equipment to Xfinity. 
  
  I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  
  

  Customer Answer

  Date: 07/22/2024

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