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

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  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast Corporation

  6095 Wall St Sterling Heights, MI 48312-1075

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  Comcast Corporation

  33407 Van Dyke Ave Sterling Heights, MI 48312-5928

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:06/27/2024

  Type:Customer Service 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.

  Calling xfinity.I cannot talk with a human.The AI Assistant on the phone asked me over and over and over if I wanted a link sent to my phone to talk with a bot. I said no. Ran me in circles.Even mistakenly tried to reset my monitor which is not even close to why I called.They still sent the link to my phone, even though I chose, "No."I called this number 10 times trying to talk with a human. ************** It will not let me.Do I not have a right to talk with a human customer service agent. I am unable to get done what I am calling about.Horrible horrible way to do business!Going to research other home internet plans.

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       ***********************
              *************************************
              ************************
  
                  Case Number:                                      21909795
              Date of Notice:                         June 27, 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 3, 2024, I spoke with *************** and confirmed she is currently subscribed to Internet Essentials. Additional services and the modem rental are not included in the package price. During my conversation with ****************, she indicated she attempted to contact us to confirm if she needed to reapply to the Internet Essentials program. I confirmed with her that no reapplication was necessary. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience
  

  Customer Answer

  Date: 07/13/2024

  [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. 

  Although, I had to hear a sales pitch. Very annoying.
  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  Date:06/27/2024

  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 6/16/24 my husband lost his phone in a lake kayaking. At apprx 8:30PM 6/16 I contacted Xfinity to get a replacement phone. It took until 11PM to get to the solution which the representative had convinced me was setting up a new line and phone number and allowing the other phone to continue on the plan. On 6/17 we discussed this and contacted Xfinity again asking if we could just pay off the iphone on the plan and transfer the new phone we purchased to that line and cancel the new line. They said no problem easy to do, just need to chat again when phone is received (chatted from 9am to 11am). During this chat we paid $553 off for the iphone that was lost. On 6/19 the phone was received and we did another chat to get it set up. We were on this chat from 7PM to 1:30AM with no resolution. I chatted again 6/20 from 9am to 12PM with no resolution and finally called in and spoke with a manager from 12PM to 1PM. Rep could not understand why we didn't have SIM card from old phone even after discussing it is at the bottom of a lake multiple times. They kept asking can't we just get it out. She said because the rep before her had messed up she couldn't do anything for 24 hours and that she would return my call at 1PM on 6/21 to finish the set up. 1:30PM on 6/21 I received no call and had to call in again It took until about 3pm but the issue was finally resolved. At that time I asked for a credit to be placed back on my credit card due to inconvenience of $250, they said they would send to management and I would have a response by 6/25. I have had no response as of 6/27 and no refund on my card. I tried chatting multiple times on 6/25 & 6/26 trying to get a resolution, but they said no credit request was ever filed. Rep I spoke to on 6/26 accused me of lying about how much time I spent on the phone for this issue. The resolution that I would like is a minimum of $500 to be refunded to my card for inconvenience/time and having to go to the BBB to get this taken care of.

  Business Response

  Date: 07/17/2024

  
  July 17, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  *********************************
  *******************
  
  Case Number:21909411
  Date of Notice:June 27, 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 16, 2024, ************** contacted Xfinity about the loss of their Apple iPhone 14 Plus. On this date a ******** moto g 5G - 2024, 128 GB Sage Green IMEI ending in 4876 was purchased. The device was delivered to the address on file on June 19, 2024, the device was activated on the account on June 20, 2024.
  
  On July 1, 2024, I spoke with ************** and apologized for the length of time it took to resolve her activation issue. I explained we will not be able to accommodate the request and provide her with a refund as compensation for time spent resolving her device activation issue. ************** asked if we could give her a new phone for the inconvenience, that request was denied as well.
  
  I confirmed that a ticket was submitted on June 26, 2024, to request a refund to be provided as compensation. The ticket was closed, and no refund was provided as it was not warranted. I explained to ************** that we would not be able to honor a refund as it is not warranted; however, I offered a onetime courtesy credit, which ************** accepted. On July 1, 2024, a credit was applied to the June 27, 2024, billing.
  
  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,
  
  
  Desire S.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21909411
  
  I am rejecting this response because:

   

  I do not agree that the company is providing no compensation for wasting 40+ hours of my time because they were unable to process simple requests. I have since cancelled my service with this company because they reverted my cell phone service back to exactly what it was when it was incorrect. They also held my husbands phone number hostage for 3 days when trying to change carriers. 
  

  I would never go back or recommend this company to another person. 
  

  also just this morning they are trying to double charge me for the months of May and June. I tried to resolve through chat but they just kept saying it was warranted even though they are charging me for the same month twice. As soon as the charge processes I am filing a complaint with my credit card company. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/27/2024

  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.

  Well I got cable internet in February so I can attend online schooling at the University of full sail. I told the customer service rep that I only could afford a certain amount because I was on a fixed income I am on social security I made my payments and if they was not in full I still made a payment now I never seen the principal go down but I seen to go up and that's pretty weird when you make a payment you supposed to see the bill drop instead there's kept going up it's like $500 when initially I agree to 135 a month now I know I had made modifications in my view which made it turn off to be 180 a month all I want them to do is just fix the problem I don't see where any of my money that I paid into made an impact on my bill but yet they're trying to charge me half a grand for cable that's crazy

  Business Response

  Date: 07/09/2024

  
  July 9, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*******************************
  *****************
  ********************
  
  Case Number:21906071
  Date of Notice:June 27, 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 3, 2024, I spoke with ******************** and confirmed ******************** is currently subscribed to ********** and Connect More internet service, which includes: Sports and News, Kids and ************* ************** Streampix, Basic Cable, HD service and twenty hours of DVR recording, and Connect More internet service. The promotional price is effective from February 29, 2024, through February 28, 2026. On March 1, 2026, the monthly price will increase to the second-year price and will end on February 28, 2027, at which time the retail rate will apply. Additional monthly charges include: a leased modem, 2 TV boxes and **** Taxes and fees are not included in the package price. 
  
  I explained to ******************** that a billing statement was generated on February 27, 2024, for the service period beginning on February 29, 2024, and ending on March 28, 2024. Another billing statement was generated on March 24, 2024, for the service period beginning on March 29, 2024, and ending on April 28, 2024. We did not receive ******************** payment until April 2, 2024. This caused an overdue balance to go into the next payment cycle. 
  
  On April 24, 2024, a billing statement was generated for the service period beginning on April 29, 2024, and ending on May 28, 2024. We received a payment from ******************** on May 10, 2024. This payment was less than the amount due. Another billing statement generated on May 24, 2024, for the service period beginning on May 29, 2024, and ending on June 28, 2024. We received a payment from ******************** on June 11, 2024. This payment was also less than the amount that was due on the account. 
  
  On June 24, 2024, a billing statement was generated on June 24, 2024, for the service period beginning on June 29, 2024, and ending on July 28, 2024. This payment was also for less than what was due on the account. I explained to ******************** that while he made consistent payments to the account, the amount of each payment was not enough to cover the amount due. I provided the current balance on the account to ********************. ******************** was not pleased with the information that I provided to him and disconnected the telephone call. 
  
  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 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,
  
  
  ******************
  Xfinity Executive Customer Relations

• Initial Complaint

  Date:06/27/2024

  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 really frustrated with Comcast back in April I had to have a technician come out to install a new security camera because the one i had gotten water in it. I had to pay for tech services $120.00 plus $100 for the camera a total of $359.83. Originally Comcast stated that they sent me a self install which I never gotten so I had to make an appointment with a tech to come out. In may I paid the full balance of the install and tech services from that point forward I am being charged an additional $20 for a self install kit I didn't get. I called Comcast and tried to get this retified with no help. I went to a Xfinity store around my local area and a rep gave me a $20 dollar credit and said that was fixed and that I shouldn't see this charge again that the person that made the appointment didn't remove the self install kit off of my account. I called again when I got my latest bill due 7/16 and the charges are still on their I called again to no avail. I am a senior citizen with a fixed income I need the services I have with Comcast for home monitoring and internet. I feel like they are taking advantage of seniors not helping and constantly not listening to complaints or review concerns when asked. I need this resolve ASAP. It is bad enough that we have to pay these outrages fees for just minimum services. I don't have extra money to keep paying for something I didn't get. Please advise.Thank you.

  Business Response

  Date: 07/11/2024

  
  July 11, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
   
  Re:   *************************
           *****************************************
           *********, ** 19464
  
           Case Number: 21909231
           Date of Notice: June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the H33373**635**3**13639H by ************************* regarding H313131393**030**3137H service.
  
  On June 27, 2024, I spoke with ****************** regarding a H313131393**030**3137H Home billing related concern. Our records confirmed ****************** had placed an order for a replacement H313131393**030**3137H Home Indoor/Outdoor camera on April 5, 2024, that did not ship to her residence.
  
  I reviewed with ****************** that on April 14, 2024, she spoke with the H313131393**030**3137H Home Advanced billing team who assisted in ordering a H313131393**030**3137H Home Indoor/Outdoor camera in a single charge, as well as scheduling a H313131393**030**3137H Home Professional installation to install the camera, which was installed on April 16, 2024.  I reviewed with ****************** that on April 14, 2024, the agent applied a one-time service adjustment to offset the charges for the professional installation and the one-time billed camera, as well as the standard shipping fee for the camera that she did not receive.  I reviewed with ****************** that the agent kept the installments for the originally ordered replacement H313131393**030**3137H Home camera on her account as these are valid charges. ****************** advised she had seen the credit on her April 25, 2024 billing statement but did not understand her following months bill which was higher than she expected.  I reviewed with ****************** that H**303039**3**93332H had not received a payment for cycle dates March 30, 2024 through April 29, 2024, therefore her April 25, 2024 billing statement reflected services rates for March 30, 2024 through April 29, 2024, as well as April 30, 2024 through May 29, 2024. ****************** advised that she understood.  
  
  Please be advised the billing on this account is accurate. 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,
  
  
  **********
  H313131393**030**3137H Home Senior Technician 
  
  
  H313131393**030**3137H Home Licenses:AK: ******; AL: ******, ****** Complaints *** be directed to the Alabama ************************* of ********** ****************************************************, **************; AR: ****** Regulated by the ********** of ********************** ******************************************************, **************; AZ: ROC ******, BTR 18287-0; CA: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the ****** of ******** and Investigative Services, ********** of ******** Affairs, ***************************************************,***********************; CT: ELC 0189754-C5; DE: FAL-0299, FAC-0293, SSPS ******; FL: EF0000921, EF20001002, EF0001095; GA: LVU406303, LVU406264, LVU406190, LVU406354; IA: C*****2, AS- 2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039; MI: **********; MN: TS674412; MS: ********; MT: PSP-ELS-LIC-*****; NC: 2335-CSA, **************************************************,***************; **: Burglar and Fire Alarm Business Lic. #**BF00047700; NM: ******; NV: *******; **: licensed by the N.Y.S. ********** of ***** ***********; OH: LIC# **-89-1732; OK: AC440704; OR: CCB ******; RI: 1398; SC: BAC-1**97,FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571 Licensed by the Texas ********** of ****** Safety Private ******** Board, P.O. **************************, **************; UT: 8226921-6501; VA: **********, DCJS 11-7361; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211; WY: LV-G-48708.Valid 3/1/24.
  
  
  See www.H3933**303731333**5H.com/home-security for current list.
  
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  In the summer of 2023, Xfinity sent me an advertisement of a free cellular phone. The phone and the service bill had to be paid by the ** P program run by the ******************. My portion was only the sales tax for the phone. I have never agreed to pay Xfinity anything except the sales tax for working equipment. Then, Xfinity delivered to me a non-working phone. I requested an exchange of the phone and establishment of the quality service. A case was open. Xfinity did not act and did not perform any exchange or repairs. They continued to draw money from the *** without providing any services. As a result, I cancelled my account with **********************, requested *** to stop paying them and requested Xfinity to facilitate return of their useless phone. Xfinity instructed me to take the phone to a *** Store for shipment to Xfinity. So I did. The local *** Store declined to accept the phone and stated that Xfinity must provide a return shipping label. I requested a return label from Xfinity. Yet another case was opened and then closed without any resolution. In other words, Xfinity baselessly declined return of its useless equipment. Then, Xfinity fraudulently submitted a charge for the phone and service to my credit card. The fraudulent charge was reversed and further Xfinitys sham bills were barred from submission by my credit card company. Then, in February 2024, Xfinity generated fraudulent bills for the services not rendered and merchandize not received and submitted them for collection. Presently, Xfinity attempts to extort money from me through a collection company. Xfinity is acting as a typical false billing fraudster.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  BBB of ******************* & ********************
  ****************************************************************************************************************************************
  
  Re:       ******* *********
              ****************
              Aptos, CA 95003
  
                 Case Number:                     21908666
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by ******* *********.
  
  On August 29, 2023, Mr. ******* ********* purchased a ****** Pixel 7. 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.
  
  Mr. ********* did not satisfy the promotional requirements because he did not port in a number from another carrier. On September 21, 2023, Mr. ********* requested to return the device. A return label was sent to the email address on file. However, the device was never received. A second return label was sent to Mr. ********* upon receipt of this complaint. The device was returned to the warehouse on July *******, and graded in good condition. On July 15, 2024, I issued a credit on the account to remove all charges.
  
  With respect to Mr. ********** concerns regarding the Affordable Connectivity Program, the federal government announced that April 2024 would be the last month that it would fully fund the ***. As of June ******, the *** has concluded and, going forward, customers who were enrolled in ACP with ********************** will no longer receive the benefit and will be responsible for the full cost of their Xfinity Internet and/or Xfinity Mobile services
  
  On September *******, Mr. ********* applied and was approved to enroll in ACP with Xfinity.  On the same date, Mr. ********* was unenrolled from ACP with Xfinity because he transferred his benefit to another service provider. Mr. ********** first Xfinity Mobile bill was generated on October 6, 2023, after he transferred the benefit, so the credit did not apply to his Xfinity Mobile bill.
  
  Upon receipt of this complaint, I spoke with ************ to advise him of the above information. I am providing a copy of this ******, which includes my contact information, to Mr. ********* should there be additional questions or concerns.
  
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  

  Customer Answer

  Date: 07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21908666
  
  I am rejecting this response because it contains false information. There was no condition for transferring the old phone number to get a free phone and they did not send me a return label in 2023. Those statements of Xfinity are pure fake. The interaction with Xfinity was brutal, extremely frustrating, almost nothing like I have ever encountered. They did attempt to extort money from me for the non-working equipment and services not provided through collections. However, after my instant complaint, they did send me a return label, credited my account and claimed to terminate collections. Nevertheless, they are still continuing to send me email notices that my payment did not go through, and I have to update my payment method. So, they are still attempting to bill me for the services not provided.
  
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  The Xfinity company will not help me any further on getting me a zero balance statement they billed the wrong person and they sent it straight to collections and collections popped up on my experian account. ********************** has not provided proof that if it belongs to me or not so far from every person I talked to from Xfinity has said it is not my account, but they will not provide a zero balance statement so I can email the creditor to take it off my credit reports.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *****************************
              ***********************************************************, EAWS
              ********************
  
                Case Number:                    21908431
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.[1]  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 identity theft did occur, the offenders location will have serviceability blocked as an added measure of security.?After processing a validated ID theft claim, ******************** will flag the account as fraudulent and notify any collection agency assigned to stop collection activity. If the collection agency reports 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.
  
  An incomplete fraud packet was submitted. In order to process this claim, ***************************** will need to provide the following documentation: 
  
  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.
  
  Regarding the Xfinity Mobile Fraud concern, on January 26, 2022, an order ending in 2251 was placed for an iPhone 13 Pro *** with IMEI ending 2418 with a 24-month device payment plan (DPP) and 1GB By the ******** plan.
  
  On February 3, 2022, Xfinity Mobile received a dispute for the order placed and collected on January 26,2022. On April 12, 2024, due to Xfinity Mobile not receiving payment for the billing cycle ending March 1, 2022 and April 2, 2022, the remaining device payment plan balance was requested for immediate payment. On May 2, 2024, the mobile account was canceled for non-payment, and a pro-rated final invoice was requested. On May 13, 2022, the past-due balance was sent to a third-party collection agency. 
  
  On July 5, 2024, Xfinity Mobile confirmed the documentation ***************************** sent for the fraud packet, for the dates of January 26, 2022 through February 17, 2022 was not sufficient to clear the outstanding past-due balance.On July 5, 2024, the fraud packet remains incomplete, and further documentation has been communicated to *****************************.  Please be advised the billing on this account is accurate. at that time. We apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  On July 3, 2024, a Xfinity Mobile Regulatory representative spoke with ***************************** to explain the above referenced information.
  
  On July 5, 2024, a Comcast ***************** Assurance technician spoke with ***************************** to explain the above referenced information. The technician explained what documents are still needed to complete the fraud packet, and what are acceptable forms of set documentation. The technician provided their direct contact information to *****************************.
  
  We 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 us.
  
  Sincerely,
  
  
  Comcast ***************** Assurance
  **************
  
  
  
  [1] *****************************************************

  Customer Answer

  Date: 07/23/2024

  Sorry I haven't been able to respond I'm still currently fighting them I tried calling on numerous occasions to see if my name is off there system been leaving voicemail after voicemail and no call back either. I provided proof to them that the account doesn't belong to me based off the proof that they wanted example an official car insurance card along with a letter of experience and they still refuse to remove my name.

  Business Response

  Date: 07/31/2024

  
  July 31, 2024
  
  
  Attn: Complaint Department
  Better Business Bureau
  ***************************************************************
  **********************
  
  
  Re:       *****************************
              ***********************************************************, EAWS
              **********, ********
  
              BBB File Number:    ******** - Rebuttal
              Date of Notice:             July 23, 2024   
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to your office by *****************************.
  
  Our fraud team has confirmed that the reported Comcast account(s) associated with ********************** SSN is fraudulent. Comcast has notified any collection agency assigned to stop collection activity and Comcast or its agents have sent a request to all three major credit agencies, Equifax, Experian and Transunion, to have any negative reporting removed from your credit file.[1] Although Comcast has sent this request, please remember that, per federal guidelines,credit agencies have up to 90 days to remove reporting from a credit file.
  
  On July 26, 2024, a Comcast ***************** Assurance technician contacted ******************** to advise him of the aforementioned information and address any other concerns. The technician provided his direct contact information so that ***************************** can contact him with any further questions or concerns.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  
  Comcast Security Assurance
  *************
  
  
  
  
  
  
  [1] *****************************************************

• Initial Complaint

  Date:06/26/2024

  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.

  Incredible service issues. Down time on a regular basis, dozens of times since service started. Was granted a $100.00 credit on last billing cycle and then was charged back $65 and was told that was a result of the $100 not being fully authorized. Switched business line to comcast business mobile and CANNOT receive a voicemail unless cell phone is restarted. Sometimes voicemails take over a week to hit voice mail box. Lost a $10,000 contract as a result of this and have confirmation from the potential customer that they did not go with us as a result of not returning the call (which we did not receive and did not get the voicemail.) Absolutely horrendous experience when we call customer service. Asking for a credit in the range of $500.00-$1000.00 dollars for internet account and would like multiple months of free cell phone service as a result of this.

  Business Response

  Date: 07/05/2024

  July 5,2024
  
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *********************************
              3 ***** Ct, Unit 3
              *********,********
  
                Case Number:                        21908320
                Date of Notice:                         June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Comcast Business *******.
  
  On May 11, 2024, Mr. ********** ******* was affected by an outage in his area,causing the loss of ******* for multiple customers. On May 11, 2024, a ******************** field technician identified and corrected the issue causing the outage by replacing coaxial wires and a defective tap due to water damage. Our records also indicate that Mr. ********** ******* was affected by an outage in his area on June 20, 2024, causing the loss of ******* for multiple ****************************** technicians identified the issue was caused by a residential power outage in the area. Our records indicate power was restored to the area on June 20, 2024, also restoring Comcast *******.
  
  On June 27, 2024, I spoke with ********************** regarding his ******* concerns and advised of the above information. During our call, I reviewed all ******* levels are within industry standards. ********************** confirmed that his Business Internet Services is currently working without issue.  ********************** stated his concern about inconsistency regarding the credits and charges applied to his account on May 11, 2024. On June 27, 2024, I reversed the charge that was used to adjust the credit amount applied to his account. I also applied an additional credit to Mr. ********** account as a courtesy for the experience this matter has caused. This credit and adjustment will be reflected on the statement dated, July 28, 2024. I explained to ********************** that he would need to reach out to us if he is experiencing ******* issues, so we have a record of any issues that would impact his *******s and can investigate appropriately for any required repairs. I provided him with my direct contact information should he have any future issues or concerns.
  
  On July 2, 2024, a Comcast Business Mobile representative spoke with ***************************** an employee of The Mailbox Guys regarding their Comcast Business Mobile concern. Our records indicate ************ initiated Comcast Business Mobile ******* on March 11, 2024, with the purchase of a ****** Pixel 8 device on the By ************ plan. ************ stated she was experiencing some voicemail issues where she was not able to receive the messages. During the call, the line settings were re-provisioned, and ************ confirmed she was able to receive her voicemail messages. ************ has the representatives contact information if additional assistance is required. 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,
  
  ****************
  Business Executive Support
  

• Initial Complaint

  Date:06/26/2024

  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.

  At the end of March, I contacted Comcast/Xfinity to connect to the Internet. After two hours of communication with company representatives, the Internet was still not connected. Since I needed the **** service, I resolved this issue differently and did not further deal with the company and did not try to set up the Internet. After some time, I discovered an unpaid invoice in my personal account, although it is written on the website and in my personal account that you will not be billed until the service is activated. I contacted technical support and was told that the account would be removed. But in the end the bill was only reduced. I was forced to ask for help again - the company representative said that I had nothing to worry about and I didnt owe anything. In fact, no one cleared the debt, and my so-called debt was transferred to a collection agency!!!!!!! I never thought such a big company would behave this way! Not only can they not provide the service properly, but the employees also make false promises and then simply report you to a collection agency to tarnish your reputation. I demand an immediate resolution of the situation!

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ************
  CA 94523
  
              Case Number:                      21908137
              Date of Notice:             June 27, 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 communicate with Ms. * via email on June 27, 2024, July 1, 2024, and July 3, 2024, but was unable to reach Ms. * successfully. Although I was unable to reach Ms. * an account review was completed.
  
  Our records show Ms. * subscribed to a 24-month promotional offer for the Superfast Internet package. Ms. * received a discount for using a customer-owned modem and benefited from an autopay and paperless billing discount. This promotion was effective March 30, 2024, and would have expired April 1, 2026, at which time the retail rate would have applied. Our records show the method of installation was selected for self-installation.
  
  Our records show that on March 30, 2024, Ms. * contacted our offices regarding service activation. The assisting agent completed the order before services were installed, billing Ms.*. Our records show Ms. * canceled the account on April 15, 2024, with no data usage recorded. On April 16, 2024, an auto payment was completed however, this payment was charged back and returned to Ms. * on April 24, 2024, resulting in an account balance, which was sent to collections on June 15, 2024.
  
  On June 27, 2024, a credit was applied to the account and a ticket was raised to dispute the collections error.  This ticket was completed on July 1, 2024, applying a secondary credit to the account. On July 3, 2024, an account debit was placed on the account. On July 5, 2024, a credit was applied to the account zeroing out the account balance in its entirety. These credits may not reflect on a final billing statement due to the account being disconnected. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations 

• Initial Complaint

  Date:06/26/2024

  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.

  Transaction posted on June 23, 2024z. I traveled to ****** which is sometimes referred as Serbia as some countries do not recognize it as its own country. On June 1, 2024 I landed and immediately received a text stating Welcome to ******. Global Travel Pass has been added to this line and will be activated once you make a call, send a text, or use data. If you need help, you can call Xfinity Mobile support for free at ************ so I started using my phone on the way to the hotel about an hour. My phone died on the way to the hotel and once I got there I charged and connected to wifi. At 4:30 pm time I received a message that I was roaming, while trying to call XFinity, I received 4 more messages with the same time stamp of 4:41pm. At 4:42 I received 2 more text messages. When I called xfinity, they acknowledged that they thought I was in ****** but said Kosovo wasnt covered. They agreed to credit my account but said they couldnt credit me until my bill has posted and to call back. I called back and the person entered the claim. I called again a few days later and all of a sudden they could no longer credit me because they said I received a text saying Kosovo was not covered. I never received that text. The texts I go all cam at the same time and I immediately called. They just said I was roaming. In fact, on June 2, 2024 I received another text saying my global pass was about to expire but still nothing that Kosovo wasnt covered. Regardless, the agent agreed to the credit and noted that it was their mistake then rescinded.

  Business Response

  Date: 07/02/2024

  July 2, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  
  Re:       ***************************
              ********************
              *****, MD 20720
  
              Case Number:                      21907989
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  On June 29, 2024, I spoke with **************** regarding her Xfinity Mobile concerns. During the May 2, 2024,through June 1, 2024, billing period **************** traveled internationally resulting in the corresponding charges for use of call, text, and data services while outside of ******************
  
  Xfinity Mobile offers the Global Travel Pass which provides call, text, and data service for a flat daily rate. However, all countries are not included in the plan, resulting in pay-as-you-go charges. ****** is not covered by the Global Travel Pass, with pay-as-you-go rates of $5.00 per minute of talk time, $0.10 per SMS, and $5.00 per MB of data. This information is readily available at ************************************************************************************ . A review of the billing reflects **************** was accurately charged for use of services while traveling in *******
  
  On June 2, 2024, **************** worked with a Xfinity Mobile who offered a credit as a courtesy. However, the credit was inadvertently not applied to the account.
  
  On June 29, 2024, a refund of the promised credit was processed, and **************** confirmed receiving the funds on July 2, 2024. I apologized for any inconvenience that *** have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions
  ************** Extension *******

• Initial Complaint

  Date:06/26/2024

  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.

  **Unfair Early Termination Fee by Xfinity **** Services**Dear Better Business Bureau,I am writing to file a formal complaint against Xfinity **** services regarding an unfair early termination fee of $70. I recently contacted Xfinity to cancel my service due to an impending move. The new place I am relocating to already has an Xfinity service under my roommates account, and I do not require an additional subscription. Furthermore, I currently reside in an apartment complex where my lease is ending, and I am unable to transfer my service to the next tenant as I have no knowledge of who that might be.Despite these circumstances, Xfinity insists on charging me a $70 early termination fee. This charge feels unjustified considering:1. My move to a new location already serviced by Xfinity under my roommates account.2. The inability to transfer my service due to the nature of my living situation in an apartment complex.I believe that this fee should be waived given the circumstances and the fact that I am not discontinuing Xfinity's service in favor of a competitor. I am simply unable to transfer the service due to circumstances beyond my control.I request the BBB to assist in resolving this issue and ensuring that Xfinity waives this early termination fee.Thank you for your attention to this matter.Sincerely,********************************* Xfinity Account Number: *******************

  Business Response

  Date: 07/11/2024

  
  July 11, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   *********************************
           MI 48197
  
           Case Number: 21907862
           Date of Notice: June 27, 2024
  
  Dear Sir/*****:
  
  This letter 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 ************************ previously subscribed to a 12-month contractual agreement for the Connect Internet effective from January 10, 2024 through January 10, 2025. The promotional pricing was effective from January 10, 2024 through February 4, 2025. The account received a self-service discount due to enrollment in EcoBill paperless billing and AutoPay. The account received onw ********************** ******* Box at no additional charge. The agreement included Early Termination Fee(s) that are applicable if the disconnection of the account is completed prior to the end of the contract. 
  
  On July 1, 2024, Ms. *********** services were disconnected per her request with a stop billing date of June 30, 2024. On July 1, 2024, Early Termimation Fee(s) were billed to the account due to the disconnection being completed prior to the end of the contract. I verified the Early Termimation Fee(s) are valid. The final balance owed was reflected on the billing statement dated July 1, 2024.
  
  On July 2, 2024, I applied a one-time courtesy credit to Ms. *********** account leaving a credit balance. This credit will reflect on the August 1, 2024 billing statement. The credit balance will be refunded back to Ms. *********** last payment method if eligible. Otherwise, ************************ will receive an email with instructions on how to redeem her refund digitally. Customers have 15 days after they receive the email to choose a refund method. If no response is received a prepaid cartd for the credit balance will be mailed to the service address. I will follow up with ************************ to ensure the refund is received. I apologize 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