Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  23000 Eureka Rd Taylor, MI 48180-6039

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.

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

  Business Response

  Date: 07/24/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/23/2024

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

  Customer Answer

  Date: 07/26/2024

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

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

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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *******************************
              ******************
              *********, ** 30274
  
              Case Number:                      21982631
              Date of Notice:             July 13, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.
  
  On July 15, 2024, I spoke with ******************** regarding a billing concern. Our records indicate on November 18, 2021, ******************** enrolled in ******* streaming service to be billed through her Xfinity account using her X1 ** Box, which included a 3-month introductory offer at no charge.
  
  Our records indicate that ******************** is no longer enrolled in ******* through her Xfinity account and the ******* service ended on July 17, 2024. ******************** was made aware that ******* is a third-party service and can only be added to the account by the customer, using self-service through the ** Box or Flex Box, or online. The charges for ******* are valid.
  
  The current balance, as of July 13, 2024, includes Internet Essentials Plus charges from May 8, 2024, through August 7, 2024, and the remainder of the charges are from the ******* subscription. On July 15, 2024, as a courtesy, a credit was applied to offset the outstanding balance on the account. The credit will reflect on August 4, 2024, billing statement. ******************** was made aware the remaining charges for Internet Essentials Plus are valid. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 07/13/2024

  Greetings ***** & BBB Team:

  
  Thank you for following up promptly on this complaint. 

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

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

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

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

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

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

  Customer Answer

  Date: 07/15/2024

  Greetings Better Business Bureau Team:

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

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

  Sincerely, 

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

  Customer Answer

  Date: 07/16/2024

  Greetings BBB Team:

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

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

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

  Will continue to post updates pending further process.

  Sincerely appreciate your being a catalyst for this.

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

  Customer Answer

  Date: 07/22/2024

  Greetings Better Business Bureau Team:

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

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

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

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

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

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

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

  Business Response

  Date: 08/09/2024

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

  Customer Answer

  Date: 08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  In addition to the response made here by the business in reference to complaint ID ********, the business confirmed satisfactory investigation of the fraudulent activity that led to the opening of the aforementioned accounts in addition to the resultant fraudulent charges that had been posted to the same, and as a result I find that their remedial actions are satisfactory in addressing our fundamental complaint, addressing the multiple aspects of fraud, and affording adequate opportunity to exercise data privacy rights with our personal information. 
  
  Sincerely,
  
  ********************************
  

• 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??