Complaints

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

close

Find a Location

Comcast Corporation has 927 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/25/2024

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

  Customer Answer

  Date: 07/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21980654
  
  I am rejecting this response because:
  

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

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

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

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

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

  Business Response

  Date: 12/17/2024

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

  Customer Answer

  Date: 01/01/2025

  Hello BBB,

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

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

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

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

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

  Business Response

  Date: 08/11/2025

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

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/30/2024

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

  Customer Answer

  Date: 07/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21980613
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** Before
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:   ******** *****
           ********************
           **********, ********
  
           Case Number: 21980512
           Date of Notice: July 13, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity service.
  
  On July 17, 2024, I spoke with Mr. ***** regarding his Xfinity Mobile concern. Our records indicate Mr. ***** started service on July 20, 2023, with one line of service on the *************** option. On the May 22, 2024 through June 21, 2024, bill cycle, Mr. ***** used a total of 7.17GB of data and was billed for the data charges. Mr. ***** was advised of the email and text message communication sent alerting him when the data threshold was exceeded. The charges are valid and at this time Xfinity Mobile respectfully declines any further credits or refund requests for this concern
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******* *.
  Regulatory Specialist

  Customer Answer

  Date: 07/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21980512
  
  I am rejecting this response because:

   

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

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

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

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

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

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

  
  

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:******** *****
  *************************************
  ********************
  
  Case Number:********
  Date of Notice:August 23, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******** ***** regarding Xfinity service.
  
  I attempted to contact?Mr. *****?via telephone and email several times; however, my attempts were unsuccessful. Our position as previously explained to the Bureau on July 19, 2024, for file number ********, remains the same and has not changed.
  
  Our records indicate Mr. ***** started service on July 20, 2023, with one line of service on the *************** option. On the May 22, 2024 through June 21, 2024, bill cycle, Mr. ***** used a total of 7.17GB of data and was billed for the data charges. Mr. ***** was advised of the email and text message communication sent alerting him every time the data threshold was exceeded. The charges are valid and at this time Xfinity Mobile respectfully declines any further credits or refund requests for this concern. 
  
  Please be advised the billing on this account was accurate at the time. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******* *.
  Regulatory Specialist
  

  Customer Answer

  Date: 08/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21980512
  
  I am rejecting this response because Xfinity **** told me I'd get the refund. You need to back up what multiple **** said and is in chat history. 
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/31/2024

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

  Customer Answer

  Date: 08/01/2024

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

• 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 promised with the student internet plan that we would receive a $300 **** gift card in September 2023. I have an email confirmation as proof. They stated they shipped it but could not find proof of a tracking number. I have since called them numerous times asking where it is and have been disregarded, hung up on, and transferred to different departments with no action taken. It has been 10 months and we have paid our bills on time every single month. However, Xfinity owes us $300. From what I can see online, theyve been doing this to many people and it is a big scam to get people to switch to their internet plan. We would like the $300 gift card as promised and compensation for our fruitless efforts and time spent calling.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  BBB of ******************* & ********************
  *********************************************************************************************************
  **********************
   
  Re: *****************************;
  NJ 08844
  
  Case Number:21979764
  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 September 5, 2023, Ms. ******* subscribed to a 24-month agreement for Gigabit Extra Internet service effective September 5, 2024 through September 5, 2026. At that time, Xfinity offered a promotion through which eligible customers could qualify to receive a $300.00 **** Prepaid Card, provided they ********* certain requirements. To qualify for the promotion, customers were required to maintain their account without experiencing any interruption in service for 90 days.
  
  Ms. ******* ********* the promotional requirements. On July 15, 2024, I spoke with ****************** and confirmed that she received the **** Prepaid Card via email. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************ 
  Executive Customer Relations
  
  

• Initial Complaint

  Date:07/12/2024

  Type: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.

  They have been charging me $25 per phone line (4) that I was carrying with them for not holding their Xfinity *****. My concern is they associated the two accounts. I stop payment on the *****. They disconnect my ***** services but because I did so now theyre going to go to my Xfinity mobile account and attach an additional $25 per month onto that account. How can they associate the two accounts for one, and for two how can they charge $25 per line for not having ***** when their ***** services are not even $100 per month?

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       ***********************
              306 *****************, Apt Upper 
              Mendon, VT 05701
  
              Case Number:              21979685
              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 made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. Our records indicate in September 2023, the residential account was disconnected due to non-payment.
  
  As stated in the service agreement, to avoid being billed a line access fee, Xfinity   Customers on all previous price plans are assessed a $25 monthly standalone mobile fee per line if they cancel their other Xfinity services such as Xfinity Internet, Xfinity Voice, Xfinity TV.
  The November 7, 2023,invoice is the first invoice that reflects a line access fee, for the October 7, 2023- November 6, 2023, bill cycle. The mobile lines ending 7612 and ********************************** February 2024. The March 2024, invoice is the last invoice the line access fee reflects on for these lines. The mobile line ending ********************************* July 2024. The mobile line ending **************************************** ****** account.
  Please be advised the line access fee is valid and ************** request for compensation has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  

• 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.

  Xfinity Comcast contracted with me to provide internet service at a reduced rate of $66.05 if we did automated billing and had our cell service with them. I asked how long the contract was for and they said there was no end date. It would be the amount charged going forward. We have had this for about 2 years. In May '24 increased bill by $31 to $97.05 June '24 increased bill by$12.75 to $109.80 July '24 increased bill by $7.25 to $117.05 Total increase of $51.00. WHY???I tried figuring it out in the App but there was no explanation. In June I tried the App again, and the Automated assistant by phone. It could not provide answers and sent me directly to the Text Assistant. The Text Assistant could not provide answers and sent me back to the app.I called back 2 or 3 times before I reached a Client Relations person. She could not explain the increases except to say I should sign up for automated payments. I told her I have always been signed up. She asked if she resolved my issue I said No. Today (7/12) the automated payment was increased again so I called again. I was asked 7 different times if I wanted to use their text assistant while on hold for an operator. I responded, "No" each time. Then it said it sent me a text and hung up on me, not providing any other option!I believe Xfinity is running a scam by increasing payments every month without explanations and they have also increased our cell bill once. I don't want that to be a monthly thing as well.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
  3494 ***********************
  **********,IN 47960
  
                  Case Number:                      21979579
              Date of Notice:             July 12, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Our records indicate that on March 21, 2022, ************** agreed to a promotion for the Superfast Internet for 12 months effective March 20, 2022, to April 23,2023, then transition to the second-year pricing for 12 months effective April 24, 2023, to April 23, 2024. The offer was subject to a 12-month term agreement effective March 30, 2022, through March 30, 2023. ************** is receiving an additional discount with enrollment in eco bill and auto pay with a credit card. This change reflected on bill dated April 20, 2022. On June 2, 2022, a Xfinity mobile discount for 24 months effective June 2, 2022, to June 1, 2024, was added to the account and reflected on bill dated June 20, 2022.
  
  On July 17, 2024, I spoke with ************** and repackaged the account. ************** subscribed to the Gigabit Internet at a promotional rate for 24 months effective July 17, 2024, to July 23, 2026. The offer is subject to a 24-month term agreement effective July 17, 2024, through July 17, 2026. Additional services include modem rental at no charge for 24 months effective July 17, 2024, to July 23,2026.
  
  Monthly charges *** be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. I apologized for any inconvenience that *** have been caused 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,
  
  
  ******************
  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,
  
  *************************
  
  

• 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 had a bad internet cable in Dec 2023. Xfinity came out and replaced the cable in Dec 2023. I have called over 30x times to get this cable put underground, they have scheduled atleast 23 appointments in 2024 since april with no shows. In June 2024 (2) contractors came out and just fixed my cable because it has been ran over to many times. My internet keeps going out since Dec becuase me and my neighbor keep running over either in the driveway or by lawnmower. I have talked to every customer service representative from *****, *****, and other countries promising me that the people are coming to bury my cable. Nobody has shown up to so. They aren't wanting to credit me for the time my internet has been going it and out because it gets ran over. They told me they don't bury cable between Dec- Feb which is false information. I can't complain to Xfinity because there is no way to call the headquarters or complain on their site. So this is my only way to go. As of July 12, 2024 my cable is still sitting on top of the ground and internet goes in and out. **************** is rude and so are the managers. They tell me if its working they can't credit my account, but I told them it works as long as nobody runs over it then I have to go out there and jiggle.

  Business Response

  Date: 08/16/2024

  August 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       ***********************
              *****************
              Olive ******* MS *******************           Case Number:                    21979553
              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 ************ regarding his service concern.  On July 15, 2024, I explained to ************ that I sent email correspondence to technical operations regarding the drop concern and service.
  
  On July 26, a technician came out and replaced the Aerial drop, and referred the underground drop to our underground construction team.
  
  On August 5, 2024, technical operations team confirmed that the Aerial drop has been replaced, and the underground drop to Mr. Hills home was replaced and buried.
  
  On August 12, 204, I spoke with ************, and he confirmed all lines had been buried and all down line was removed from the property. ************ made a request for the line at the utility pole by his shop to be tapered neatly and raised. On August 12, 2024, an update was sent to technical operations regarding the lines at the shop utility pole. 
  
  On August 13, 2024, technical operations responded via email and confirmed that this was completed. On August 14, 2024, a detailed message was left for ************ confirming all concern has been addressed.
  
  On August 14, 2024, a service adjustment was applied for services billed from June 14, 2024, through July *******. The credits will be reflected on the billing statement dated September 11, 2024. 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:07/12/2024

  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.

  Sat July 7 I called Xfinity because. My Cable Tv wasnt working .. after trying to assist me by phone the decided to make an appt for July 11.. Five days out.. Frm 8-12pm.. waited all day no one showed . Two days prior July 8 .. someone called to Verify if I still needed Svc I said yes.. at the end of my appointment day I called to complain about no show and asked for a supvr.. she said none was available.. Ive called at least 15 times got no results. Cant contact *************** to complain.. Now they are asking me to wait another 5 days..This is unacceptable.. Im paying ****** month for TERRIBLE SERVICE..Please help Me! Can be reached ************ ************************* I am still without Servicee since July 7

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *************************
  ***********************************************************************
  
                  Case Number:                      21979440
                  Date of Notice:             July 16, 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. Our records indicate that on July 16, 2024, a service visit was scheduled during which time the technician diagnosed and corrected the service issue by replacing the ** Box as well as referring to maintenance. On July 16, 2024, a ticket was created and resolved on July 16, 2024, after making a repair at the tap. We confirmed the signal levels are within specifications.
  
  On July 31, 2024, a credit was applied to the account for the service issues. The credit will reflect on the August 7, ************************** order to resolve this matter, contact with ************** is necessary. 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

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 28 I tried to file an upgrade for my daughters phone, Was informed that they couldnt do it due to my husbands credit. I hung up the call stating I was going to leave their business. They called me back at 12:41 PM on the 28th from ***********, The woman that called promised me that she was giving me a $3000 credit line and making it so all four lines could be upgraded. We are only allowed one with a $500 credit line which does not even cover one phone. I verified that day 24 hours that told me the credit would be there gave it another 24 hours after that and called back was told I would receive a callback from supervisor there was no contact. I waited a week call back was put on hold for six hours and the call was never answered by a supervisor as I was told they were supposed to open up another ticket and I would receive information I waited a month on July 10 with a great person she supposedly resolved everything and we had a watch and a phone on the way I called back today. They are refusing again. They will not check the phone calls as I request and are refusing to do the upgrade at this point theyre breaking the law. They promised me that they were going to do it and not once, 2xs again, I tried to call to fix the problem I was put on hold for two hours is still not resolved and again was told I was going to be called back not banking on it hence why Im contacting you if you pull all calls related the 1241 on May 28 for four minutes is not documented in my file is under my husbands name ***************************** referencing which supposedly has been put up to executive level. Im not banking on. It is under case ELS04875704. I would like to have help regarding this matter as it is now almost 2 months later And the stress of it is causing my health issues to get worse. Ive included a screenshot of the phone number. Call time and call length to show that I have proper proof. I also have pictures of the hold time if needed.

  Customer Answer

  Date: 07/12/2024

  The executed call me back today and he reviewed my past history of payments said that they were immaculate and then still refused to help. The old account is under my old address if you need it, please contact me.

  Business Response

  Date: 07/30/2024

  
  July 30, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       *****************************
              ********************
              ****, ** 17402
  
              Case Number:                21979390
              Date of Notice:               July 12, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************, authorized user on the account of ***************************** regarding Xfinity service.
  
  On July 12, 2024, I was able to speak to ****************** regarding her Xfinity Mobile concerns. Our records indicate that ****************** started service with Xfintiy Mobile on November 30, 2023, and currently has four lines of service.
  
  Per Xfinity Mobiles Credit Screening Policy, when a new Xfinity Moible customer subcribes to ********************************************* for at least six months, an internal liability check determines the customers Device Payment Plan and total line eligibility.Internal Liability check results are based on the tenure, billing history, and payment behavior on the customers residential ********************** services account. Based on ****************** internal liability check, she would not be eligible to purchase both an iWatch and Apple iPhone on a device payment plan.
  
  After researching the account, it was determined ****************** was advised incorrectly of her internal liability check results. Based on our findings ****************** was offered the following as a courtesy: after she purchased an Apple Watch on a device payment plan, which would require she pay the taxes and a small down payment, we would remove the balance of the device, resetting the credit limit for an additional device at the end of her bill cycle on July 29, 2024; she could then purchase an Apple iPhone on a device payment, which would require a she pay the taxes on the device and a small down payment; and we would refund refund the taxes and down payment, leaving ****************** with monthly payments for the Apple iPhone.
  
  On July 12, 2024, ****************** purchased an Apple Watch on a device payment plan.On July 17, 2024, the device balance of the Apple Watch was removed and reflected on the July 29, 2024 bill invoice. I will continue to work with ***************** in the upcoming days to provide resolution.
  
  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,
  
  
  **************
  XM Executive Resolutions