Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

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:06/24/2024

  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.

  ********************************/********************* son Account Manager (Mother is elderly, ill, legally deaf). Acct: **************** without notifying Customers ********************** removed any phone that wasn't a cell phone number from Customers profiles leaving no number. The number is still in the system but doesn't work as it would before and, you can't see it on your account. You are still supposed to get calls but I am sure many or automation is still trying to text. Since the phone number ************ was removed without my knowledge I have had service, tech service and sign in issues. We have had some service issues and need a cell now and pay to get updates out outages you used to get a call to your landline. No more. Sign in takes time keeps wanting a cell phone. Is none. COMCAST/XFINITY is pushing to use a cell phone. WE DO DO NOT USE CELL PHONE, many people believe it or not DO NOT USE A CELL (I have an ATTORNEY I work for who refuses to use a cell). I so help our Mom. I have enough trouble paying ****** a month but it is our only entertainment. Mom has had Comcast for 34 years or more. Mom is a fall risk and I am homebound with her now due to eye issues that forced me to stop driving I have to be in the house at all time anyway. All the bills get paid. Comcast had to come out 06/11 for possible wire issues. I was told they could call my landline but I never got any calls or they didn't come through probably trying to text my VOIP phone. Possibly. I don't know. A tech showed up and luckily I heard him knock. The lines were ATT lines but at some point ATT and Comcast per the Techs had used the same trail on the house combining their wires. I could not tell and did not know. Later a second tech showed up. I told him. Comcast had been here. He was PO'd and made it know and he stormed off but he should have been mad at Comcast, not me. Well, I didn't know and he couldn't call. We pay enough not for this termoile created by a bad decision.

  Business Response

  Date: 06/28/2024

  June 28, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:      *********************
  *******************************
  **********, IN 47362
  
                Case Number:                    21892090
              Date of Notice:             June 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************, an authorized user on the account, regarding ********************** service.
  
  On June 25, 2024, I spoke with Mr. ********************* regarding his service concerns. **************** advised he was able to login to the account and was not experiencing further issues with it. I advised **************** that the system *** request verification when logging in and that it *** request to send a code to a registered email or cell number. *************** advised he has successfully logged into the account and did not need assistance with that further.
  
  I confirmed the line in question is not ours. I also advised **************** that while a job *** have a number listed on it that technicians don't always do a call ahead, especially if they do not need access inside the residence. **************** advised of no ongoing service issues. 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

  Customer Answer

  Date: 06/28/2024

  [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 though some comments in the reply from Comcast are not correct as phone calls I was told would be made to me as I take care of our elderly Mother and I wanted to be aware of what was going on and I told the Comcast Exec about the wires which ATT and Comcast have decided to hang up on the house together over riding each other and were blaming each other for which I am sure doesn't effect anything but the point is the not completely accurate information on what was stated to me or what I stated.  The sign in issues due to Comcast making the decision to remove landline or landline VOIP phone numbers has and does continue to cause and delay sign in issues to look at your account.   ****************** also stated he would email me directly his phone in the event I needed further assistance but, that never happened so, it is what it is and I just left him a message that I feel there was some inaccuracy in his response to the BBB.  It is what it is.
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:06/24/2024

  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 November 2023 I purchased a ******* Galaxy 23 Ultra, I paid for this in payments until March 2024 and I paid the phone off in full paying a total of $1300 for the device. In April 2024, I went back to the store and purchased on IPhone on a payment plan and did not trade in my device due to they did not offer enough for trade in. In May 2024 I attempted to sell the phone to a buyer for $600 and the buyer told me the phone is not unlocked. I called Xfinity, the first of many times, they kept telling me it was unlocked on their end and asked me to repeat the same steps over and over until I ultimately ended the call and went back home without selling the phone. Over the next 2 weeks I called Xfinity multiple times attempting to get this phone unlocked. I was told at one point I would get a return label to send the phone back for a refund. Did not receive this. I was told I would get a $40 credit on my account. I did not receive it. I was told I would get a call back from a manager 3 separate times and I did not ever receive a call back. The one time I did insist on speaking to a manager she referred me to ******* since the year warranty is still active. ******* informed me to file a complaint as they have nothing to do with Xfinity lock. All of these calls are recorded according to their recordings. My frustration is through the roof because I have a phone that I can do nothing with. I am just out the money I paid because it is not unlocked on my end at all! Please help!

  Business Response

  Date: 07/09/2024

  
  July 9, 2024 
  
  
  BBB of ******************* & ********************
  1880 **********************************************************************************************************************************
  
  Re: ***********************;
                ***********************;
                ********, ** 37854
                
  Case Number:21891924
  Date of Notice:             June 24, 2024 
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  On July 8, 2024, I spoke with ****************** regarding her Xfinity Mobile concern(s). To unlock a device, a minimum of 60 days must have passed since the customer activated a phone before it can be unlocked, the device must be paid off in full, the customers account must be in good standing (no past due balances), and the device must have been purchased on the account of the authenticated customer requesting the unlock. Records confirm, ****************** satisfied the device unlock requirements. On June 6, 2024, ****************** requested her ******* Galaxy S23 Ultra to be unlocked. An escalation ticket was created in an attempt to unlock the device. Records show the ticket was closed on June 8, 2024, marked as device unlock complete. When I spoke with ****************** on June 26, 2024, her device still presented a device locked error message.
  
  On June 26, 2024, I created an additional ticket in an attempt to officially unlock Ms. ******** device. On June 26, 2024, when the ticket was created, records had shown the ******* Galaxy S23 Ultra was still in a pending unlock status, causing the unlock delay, and the continuous device locked message on Ms. ******** line. On June 26, 2024, leadership successfully completed a manual unlock. On July 8, 2024, I contacted ******************, and confirmed the device was unlocked. As a courtesy, I provided a credit in the amount ****************** claims she was initially promised, due to the device unlocking delay. 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
  

  Customer Answer

  Date: 07/11/2024

  [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:06/24/2024

  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 been having trouble with my Internet since I got it three years ago over three years ago I pay $216 a month for my Internet so that I can work from home heres the issue I have intermittent service you can look at my record and see that I call in every time I do not have Internet on my phone. This affects my work and its not very professional. I had a gentleman come to my house on June 13. He found the there was a problem with a line and a box at the end of my drive, he said someone would be here on Friday no one showed on Friday Monday Tuesday not on Wednesday I called no report was filed even though he said there was he blames my work Internet and Im sitting here at 4 oclock in the morning and theres no Internet on my phone now this is not a service stealing my money and Im not getting what I need not getting what Im paying for I had another gentleman come out a week later he did have the lines fixed on the end of the road. He did put an amplifier in my house but still today not even a week later still having intermittent Internet on my phone nothing to do with my employer I want this fixed , I have a neighbourhood and I will badmouth you to each and every person Ive had other Internet people reach out to me. Im about to leave and Im over 30. Ive been with you since it was even before Comcast please stop the madness.

  Business Response

  Date: 07/08/2024

  July 8,2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:      *****************
              *************************************
              Solsberry, IN 47459
  
              Case Number:                      21891694
              Date of Notice:                     June 24, 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; however,my attempts were unsuccessful. Our records indicate that on June 13, 2024, a service call was completed during which time technician referred the address to maintenance for a non-service affecting issue. On June 15, 2024, a service call was completed with the technician finding no one at home. On June 20, 2024, a maintenance ticket was completed by replacing an amplifier module and repairing the passive signal. On June 20, 2024, a service call was completed during which time the technician replaced the MoCA amplifier and referred the address to maintenance for a service affecting issue. On June 23, 2024, an outage caused customers in the area to lose service due to a loss of power at the cable plant and was resolved with the restoration of power.
  
  From June 25, 2024, through June 26, 2024, outages impacted customers due to a plant power outage, which was resolved by residential power outage. On June 28, 2024,an outage caused customers to go without power due to the plant power, which was resolved by residential power being restored.
  
  Our records indicate there are no area issues affecting the services and the signal levels are within specification. In order to resolve any additional concerns,contact with ************ is necessary to schedule an in-home service visit. On July 2, 2024, a no contact email was sent to ************.
  
  On July 2, 2024, a credit was applied for the service issues from June 13, 2024, through June 28, 2024. The credit will be reflected on the billing statement dated July 21, 2024. 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:06/24/2024

  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.

  Comcast/ Xfinity I used to live in **********************************************************. I had moved out in September, and called Xfinity to end my services and I was instructed to return my modem device back to the ******************** store. I returned it to the Comcast located in *********************************************. I was told that everything would be taken care of and I left the store. This was back in September 2023.Now, I am getting phone calls and email that they need to switch my account for G201. I no longer live there but I have been making payments for almost a year. I want all the money back to my account since September 2023 to present. It was an autopay, account ending in 2004. Please refund everything back.

  Business Response

  Date: 07/05/2024

  July 5, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *** *******************
              *********************************************** 310
              *******, ** 98109
  
              Case Number:                                      21891502
              Date of Notice:                         June 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ******************* regarding Comcast Service.
  
  On July 2, 2024, I contacted ************** to discuss her billing concerns. On October 22, 2023, ************** spoke with an Xfinity store representative, and due to a processing error, the previous account at *************** was not disconnected as requested. On June 24, 2024, the account was disconnected effective March 23, 2024. That same day, I applied a credit to the account for service charges incurred through March 22, 2024 which will be reflected on the July 24, 2024 billing statement.
  
  On June 26, 2024, a refund was processed on for the credit balance on the account. ************* will receive an email with instructions on how to redeem his refund. Once ************** confirms her refund method it will be received within seven to fifteen business days. If ************** has questions or concerns regarding her refund, she can contact Xfinity Refund Support at **************. We will follow up with ************** to ensure receipt of the refund. 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:06/24/2024

  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.

  We filed bankruptcy and it was discharged March of 2023. They never wrote off the bill then. We then Cancelled our subscription as of 9/15/23 for ******************************** because we moved and did not resume cable services at the new address. They continued to bill us for services through November 2023. They sent our account to collections and dropped our credit score by 92 points. We would like to have them correct our credit report.

  Business Response

  Date: 07/05/2024

  
  July 5, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************************
  ********************************
  *********************
  
                  Case Number:      21891485
                  Date of Notice: June 24, 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. We have no record of ********************** filing or reporting of a filing for bankruptcy. Our records indicate that on August 27, 2023, a billing statement issued for an amount including the unpaid balance for services billed from August 1, 2023, to August 31, 2023, and new charges for services billed from September 1, 2023, to September 30, 2023.
  
  On September 18, 2023, the account was suspended for the non-payment of the unpaid balance for services billed from August 1, 2023, to August 31, 2023. On September 27, 2023, a new billing statement issued for services billed from August 1, 2023, to September 30, 2023, and new charges for services billed from October 1, 2023, through October 31, 2023.
  
  On October 18, 2023, the non-payment disconnect order entered on September 18, 2023, was completed at which time the account was disconnected reflecting the disconnection billing stop date of September 18, 2023. On October 18, 2023, the account generated a final balance consisting of unreturned equipment fees for the unreturned Comcast equipment (six X1 cable receivers and Home Security Touch Screen controller), the remaining three installment payments for the installment payment plan added to the account on January 13, 2023, for 12-months and charges for services billed from August 1, 2023, through September 17, 2023.The final balance appeared on the October 18, 2023, billing statement.
  
  On October 22, 2023, the six unreturned X1 cable receivers and the unreturned Home Security Touch Screen controller along with the unreturned equipment fees were removed from the account resulting in the account to reflect the remaining balance on November 18, 2023. The removal of the returned equipment fees and the updated balance appeared on the November 18, 2023, billing statement. On November 19, 2023, the account was charged off to collections for the unpaid balance and the charge off appeared on the November 20, 2023, billing statement.
  
  Based on the results of the account review, the account has been billed accurately for services, there are no billing errors, and the balance is valid and must be paid in full to avoid future collections activity. The compensation request has been respectfully denied as it is not warranted nor justified.
  
  Additionally, we have no record of ********************** requesting to terminate services on September 15, 2023,and have no record of ********************** filing for bankruptcy. To address ********************* bankruptcy and account concerns in further detail, contact with ********************* along with the bankruptcy filing number and filing date is required. 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:06/24/2024

  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.

  On April 25,2024, I was scammed by one of Xfinity agents. when I contacted Xfinity to find out why my payment increased to $180. The agent offered a deal to lower my monthly charges from $180.20 to $140.20 a month if I change my land line phone to a mobile phone. He specifically said that this phone is completely free and this deal is good for one year (a copy of my Online chat with Xfinity Agent is uploaded). My May bill was $152.34, but my June bill went up to $238.20. I contacted Xfinity to find out why it went up, they claimed that my contract ended in may and this will be my monthly payment. I asked that my cable service and mobile line be disconnected. When Xfinity did that, they said I will be responsible for paying the phone cost for the next 22 months which is about $355. Im appalled that this can happen by a big company like Xfinity.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************************
               ********************** W
               **********,MI 48302
  
                  Case Number:                      21891474
                  Date of Notice:             June 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************.
  
  Regarding residential billing, on June 21, 2024, ********************** disconnected her Xfinity TV service and accepted a 12-month agreement for Gigabit Extra internet at a promotional rate, effective June 21, 2024. On June 25, 2024, a one-time courtesy credit was applied to the account. On June 25, 2024, an Executive Customer Relations specialist spoke with ********************** and explained this information.
  
  Regarding Xfinity Mobile, on April 25, 2024, ********************** purchased a ******* Galaxy A35. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.
  
  ********************** satisfied the promotional requirements and was receiving monthly device payment credits in accordance with the promotional guidelines. On June 22, 2024, the line of service was ceased, which ended the promotion. On June 27, 2024, ********************** returned the ******* Galaxy A35. On July 2, 2024, a credit was applied for the full cost of the device, and a refund was issued to the card on file for the resulting credit balance.
  
  On July 2, 2024, I spoke with ********************** and explained the above information. Should you have any questions or need additional information, please contact me at *****************************-2834.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 07/21/2024

  Hello, this issue was resolved and I am satisfied with the outcome. Thank you for your assistance.

• Initial Complaint

  Date:06/23/2024

  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.

  *** spent over 6 hours on the phone with Xfinity in what was at first a transfer of service request. In short they made an error and terminated my account and service without my consent and without any notification of any kind - I had to call them to ask why my account was inactive. I was told there was no way to re-activate my account; they could open a new account but at a higher price than I had been paying. While they have a fee if I had terminated my account before the end of the contract, they offer no compensation when they terminate my account in error before the end of the contract period. The only compensation they offered for their error was to open a new account at a higher rate than I had been paying before they terminated it in error. At one point I was given a service ticket number that, when I referred to it later, was told that no such ticket was ever created and there was no record of it (I wrote it down with the date and time created). When I asked, they offered no options for filing a complaint with their corporate office, only to contact someone in the department with which I was having so much trouble with and who reportedly had no ability to do anything about the business practice making it impossible to restore my account to its status before their error terminated it.

  Business Response

  Date: 06/27/2024

  
  June 27, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************
              ********************
  
              Case Number:              21891219
              Date of Notice:             June 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************* regarding Xfinity service.
  
  On June 24, 2024, I spoke with *************** and confirmed services were disconnected on June 23, 2024, with a remaining balance of $18.05 for services rendered prior to the disconnection as part of a transfer of service attempt. A further review did not indicate an early termination fee was applied to the account. Reactivation of services was discussed with ****************. However, this would be with available promotional rates as previous promotional rates *** not be available. **************** did not approve restoration of services at this time.
  
  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,
  
  
  Niles H.
  Executive Customer Relations
  

  Customer Answer

  Date: 06/28/2024

  I have little choice but to accept the resolution even though it does nothing to address the complaint of an anti-consumer practice of not being willing to reverse their mistakes or to restore my service at the rate I was paying. I chose to cease doing business with this company. 

• Initial Complaint

  Date:06/23/2024

  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 am enrolled in autopay for my internet service with Comcast. For my June bill, I noticed that I received two texts from Comcast (each text a day apart) that my automatic payment of $55 was processed. This isnt correct as I only have one service and should only be charged once a month so I logged into my account to double check. Under the bills/statements section, it only shows payment was processed once. When I follow the links provided in the Comcast texts, they both lead to the same billing page. My credit card statement shows two transactions and two charges of $55 each were processed. I have chatted online with multiple Comcast representatives and no one is willing to help me with a refund or provide further information. My complaints have fallen on deaf ears each time. When chatting with the representatives, I mention that I have proof with my credit card statement but it gets brushed off. It is unethical to be double charging a customer, gaslighting a customer by emphasizing there is only one charge when there has been clearly two charges, and being unresponsive once caught in the act. Comcast is taking advantage of customers who have their account on autopay. I would like for the $55 that I overpaid to be refunded to my credit card.

  Business Response

  Date: 07/03/2024

  July 3, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***************
  ************************************************************************************************************
  
  Case Number:21890852
  Date of Notice:June 24, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************** regarding Xfinity service.
  
  On July 2, 2024, I spoke with ******** regarding a refund request. Our records indicate that there is no record of double payments on the account thus ******************** would not be able to issue the requested refund for overpayment. I informed ******** to reach out to her banking institution to dispute the double charge. I apologized for any inconvenience and overall experience 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,
  
  
  ***************
  Customer Executive Relations
  

• Initial Complaint

  Date:06/23/2024

  Type:Order 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.

  comcast keeps trying to collect my money from me i'm a victim of identity theft and i'm not familiar with the account in question i'm asking comcast to stop all collection attempts

  Business Response

  Date: 07/10/2024

  July 10, 2024     
     
  
  BBB of ******************* & ********************
  1880 ***************************************************************************************************************************************
  
  Re:*************************
  **********************************************************************************
  
  Case Number:  21890726
  Date of Notice:  June 24, 2024
   
  To the Better Business Bureau: 
  
  This letter is in response to the above-referenced complaint submitted to your office by *************************.  
  
  Regarding the ** theft concern, alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the potential victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ** theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Federal guidelines permit credit agencies up to 90 days to remove the reporting from a credit file.
  
  In order to process this claim, ************************* will need to provide the following documentation:
  
  Identity Theft Victim's Complaint and Affidavit Form, completed.
  Proof of residency during the time the Comcast services were under your name.  You can submit lease agreements, utility bills, or mortgage statements with your name.
  A copy of your valid government-issued photo identification card.  You can submit a copy of your driver's license, state-issued ** card or your passport.
  
  Regarding the collection notice concern, our records indicate on February 21, 2021, an order was placed online for a new line of service. The line of service of service ported in mobile number ending 6402 on February 25, 2021, and remained active with Xfinity Mobile until May 25, 2024, when the mobile number ported out to a new service provider.
  
  On May 25, 2024, the invoice generated for the April 25, 2024- May 24, 2024, billing cycle reflecting the monthly service charge, Protection Plan, and taxes due on June 14, 2024. Xfinity has confirmed this is a valid charge as the line of service reflects usage during the billing period.
  
  On July 3, 2024, a Xfinity Mobile representative called ************************* to explain the above information. Unfortunately, all contact attempts were unsuccessful. The Xfinity Mobile representative left a message with direct contact information. Contact with ************************* is required for further assistance with this matter.
  
  I trust this letter provides your office with the information required in this matter.
  
  Sincerely, 
  
  
  Comcast Customer Security Assurance
  **************
  
  

• Initial Complaint

  Date:06/23/2024

  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.

  Purchased their global mobile pass for an ********************* ******. On day 3, received a message that the data was all used up but checked the activity and only used ****** out of 512mb allowed. chatted with their support and they told us to reset the network settings. The data was still not working. Called and the agent said because resetting the network is not allowed while international that they could not do anything until we got back. But their customer service told us to do it. Looking for refund for this months bill. Spent 2.5 hours talking to an agent and supervisor.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  
  Better Business Bureau
  1880 *************************************************************************************************************************************
  
  Re:       ***********************
              ***************
              **********, CA 95608
  
              Case Number:              21890683
              Date of Notice:             June 24, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  I attempted to contact ************* multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On June 21, 2024, ************* activated a global travel pass on her Xfinity Mobile account, for ********************** number ending 2529. On June 23, 2024, ************** alerted Xfinity Mobile regarding a discrepancy in the data usage. Troubleshooting was performed and ************** was advised to reset network settings. Performing a network reset while abroad may cause connection issues and it is suggested to use Wi-Fi in the area.
  
  Global Travel Pass includes 512 MB of LTE data per pass per day, then data is available at 2G speeds until a new pass is started. The data used while abroad will count toward the By the Gig or ************** option.
  
  Compensation is respectfully declined as Xfinity Mobile cannot guarantee service while in another country.Xfinity Mobile records confirm that there is usage each day on the line of service, while abroad. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions 

  Customer Answer

  Date: 07/12/2024

  [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: 21890683
  
  I am rejecting this response because:
  
  

  The letter indicated that contacted was attempted via email and phone yet I have no voicemail or emails from Comcast or the representative that signed the letter. I dont feel that my issue has been resolved as the lack of service and poor spotty connection I had in another country during my travels, ******, persisted. In the letter the representative declined my coverage and stated that they could not guarantee service yet no mention of this was made in the chat when offered to use the service for our international travels. It was indicated in the letter that we were advised by Comcast support about resetting the network which in turned caused us to have issues that could no longer be resolved by Comcast. Again, these were instructions that were provided to ** to take and were not steps we took on our own. We spent close to 4 hours on the phone at the hotel speaking to customer service and were hung up on and disconnected to try to resolve this issue. We asked for a full credit of this months bill which I believe, is far less costly to the time it took to speak to Comcast about our troubles while ON VACATION, that costs thousands of dollars. We did not pay for our vacation to spend 4 hours speaking to Comcast. The issue is not resolved and we are highly dissatisfied with their overall service. 
  
  Regards,
  
  ***********************