Business Profile

Internet Providers

Comcast Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

28,131 total complaints in the last 3 years.
9,124 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/26/2024
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.
On May 15th, I contacted Xfinity's online support to cancel my service, explaining that I was moving twice within a short period. I mentioned that my next residence already had Xfinity internet, and my new house would not be in a serviceable area. The online agent assured me, "You will not be charged any early termination fees." However, I received a letter this week stating that I owe $217.00 for a cancellation fee. When I reached out to Xfinity again, they insisted I owe the fee despite the previous assurance from their employee. I am receiving conflicting information, and they refuse to accept a screenshot as proof of what the agent told me.
Business Response
Date: 07/10/2024
July 10,2024

BBB of ******************* & ********************
**************************************************************************************************************************************

Re: ***********************
FL 32301

Case Number: 21905771
Date of Notice: June 26, 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 1, 2024, I communicated via email with *************************** regarding an early termination fee concern. On May 16, 2024, the account was billed valid early termination fees due to the account being disconnected and not meeting contractual agreement. On November 18, 2023, *************** agreed to a promotional rate for Gigabit Internet with a contract agreement from November 18, 2023, through November 18, 2025, which included contract discount, which would have ended on November 17, 2025. The account also had, and automatic payments discount including paperless billing. The remainder of your discount 3rd year rate would have ended on November 17, 2026.XFI complete monthly rate included a 24-month service discount that would have ended on November17, 2025.

The 24-month term agreement indicates if you cancel service because you move your residence to a location outside a Xfinity serviceable area, you will be charged an early termination fee for the remaining term of the contract. The early termination fees are valid.

On May 15, 2024, the account was submitted for disconnection with a bill stop date of May 15, 2024, which was completed on May 15, 2024. As a courtesy, a credit was applied to the account on July 1, 2024, and will appear on the billing statement dated July 15, 2024. 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:06/26/2024
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.
I cancelled my service after 3 years and they are trying to charge me a $130 cancel fee. I did not sign any contract. In addition, the service was not good and did not live up to what I was promised.
Business Response
Date: 07/10/2024
July 10, 2024

BBB of ******************* & ********************
*********************************************************************************************************************************************************

Re:*********************************
**********************************************************;
*************************

Case Number:21905657
Date of Notice:June 26, 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 27, 2024, I spoke with ************************************* and confirmed he was subscribed to a 24-month agreement for Gigabit Internet at a promotional rate. Additional services and the modem are not included in the promotion price. The offer was subject to a 24-month term agreement effective March 30, 2023 through March 30, 2025. This package was effective April 18, 2023, and will expire on April 25, 2025.
On March 30, 2024, ************************** successfully went through the customer approval process and provided his consent via text message.

On May 3, 2024, we complied with a request made by ************************** to end the 24-month agreement. As a result, the early termination fee applied to the account on May 4, 2024, leaving a final balance owed. On May 14, 2024, a credit card payment posted to the account leaving a zero balance.

On May 18, 2024, a chargeback posted to the account leaving a balance owed, and on June 23, 2024, the final balance was charged off to collections. Please be advised the billing on the account is accurate. As such, the request for compensation is unjustified and has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

****************
Executive Customer Relations
Initial Complaint
Date:06/26/2024
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.
-I initiated service for my new apartment with Comcast on 5/29/24 with an estimated monthly cost of $35. I set up autopay as well.-I picked up my equipment on 5/30/24 in ********** at 10 am. They forgot the streaming box, so I went to another location in ************* to pick it up. I was unable to connect the equipment myself and made an appointment for a Tech to come out on 6/3/24 at 1pm. -The tech came on 6/3 and said he could not connect service, someone needed to come out to rewire.-An appointment was set for 6/8 for someone to rewire. He said he could not complete the job, he doesn't splice wires and left the wires exposed outdoors.-On 6/9 another Tech came out and said the job was incomplete and someone else needed to come rewire.-I called customer service, who created an escalated ticket, and waited 3 days for someone to respond to me. On day 3, I called **************** and canceled my service, at which time I was told because I was within my 30 days, I would not be charged.-6/14 I returned all equipment to the ************* Location just before noon.-On 6/23/24 I was charged $25.67 (an adjusted amount) for services that I never received. I immediately tried to log into my account via phone, but there was no account tied to my phone number or address (naturally because I canceled service) . I then tried to log in via the app. I saw the charge, and a pending bill for $35. I tried to remove my account information from the app so I wouldn't be charged again. I received a message "access denied". (To my own account informations!) I got on chat with customer service who kept me in a loop and could not answer why I was charged or if they can remove my information.I called customer service again and went through the ************************ The rep claimed to have removed my banking information and transferred me to billing to see if I could get a refund. I was told I would to wait 2 weeks for an email and ask for a refund or report a claim to my bank.
Business Response
Date: 07/15/2024

July 15, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re:       *************************
            FL 33426

                Case Number:                      21905623
            Date of Notice:             June 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.

On July 1, 2024, I communicated via email with **************** regarding a billing concern. Our records indicate that on May 29, 2024, **************** signed up for service using xfinity.com and agreed to a 12-month contractual agreement for Connect More Internet, at a promotional rate. The offer included a contractual agreement effective June 1, 2024, to June 1, 2025. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account received a self-service discount with enrollment in automatic payments with a linked bank account and paperless billing. **************** opted for a self-installation and picked up the Internet equipment from a Xfinity Retail Store on June 1, 2024.

On June 1, 2024, *************** contacted Xfinity regarding a failed self-installation and an appointment was scheduled for June 3, 2024. On June 3, 2024, the service visit was rescheduled to June 8, 2024, due to no access after it was determined that a multi-dwelling unit (***) rewire was necessary. On June 8, 2024, the service visit was rescheduled to June 14, 2024, and was then cancelled on June 8, 2024.On June 3, 2024, a special request order was created to complete the required *** rewire on June 7, 2024. On June 7, 2024, the special request order was completed during which the *** rewire was completed.

On June 8, 2024, a failed self-installation appointment was scheduled for June 9, 2024. On June 9, 2024,the appointment was marked as no access and placed on hold. On June 14, 2024,the appointment was cancelled at **************** request. On June 14, 2024, *************** requested to disconnect the account effective immediately. The disconnection was completed on June 14, 2024, with a stop billing date of June 14, 2024. The disconnection generated a credit prorate for service June 14, 2024, through July 2, 2024,which reflected on the July 14, 2024, billing statement.

The billing statement issued on June 1, 2024, reflected a balance due for services billed from June 3, 2024, through July 2, 2024, with an automatic payment scheduled on June 22,2024. On June 10, 2024, a billing adjustment was applied for services billed from June 1, 2024, through June 10, 2024. On June 23, 2024, an automatic payment using the linked bank account was processed the statement balance minus the credit applied on June 10, 2024. On June 23, 2024, two billing adjustments were applied for services billed from June 11, 2024, through June 13, 2024,leaving a credit balance. The payment and credits reflected on the July 14, 2024,billing statement. A refund of the credit balance will be processed after the 15-day payment hold for bank payments has been completed.

On July 5, 2024, the technical operations team confirmed that the outside wiring had been removed. On July 10, 2024, I sent **************** a resolution email. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.

I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.

Sincerely,

Gay R.
Executive Customer Relations

Customer Answer
Date: 07/15/2024
[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:06/26/2024
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.
Saw an advertisement saying this: "Get fast speed and security just $*****/mo Its the speed you need with the security you deserve backed by the largest, fastest reliable network for small businesses. Pricing for 12 months with 2-year agreement when you enroll in Auto Pay and Paperless Billing. $59.99/mo without enrollment. Offer ends 8/21/24."I called and learned that this deal is not possible. The internet part can be ***** per month, at least at the start of the contract, but this is unobtainable. They make you bundle the equipment, bringing the total to $72.94 month for a 2-year contract. If you provide your own compatible modem/router, the price increases, not decreases, to $89.99 per month, just for the internet service. It seems very predatory and completely illogical. A bundle can be less than the *** of the individual parts, but if I'm paying for the part only, how does the price increase to be more than the bundle. It's an arbitrary number they use to discourage consumers seeking to be more informed and cost-conscious. Of course, there is no other option for internet in the building.
Business Response
Date: 07/15/2024
July 15, 2024

Better Business Bureau
*********************************************************************************************************************************************************

Re:***********************
UT 84404

Case Number:21905495
Date of Notice:June 26, 2024

Dear Sir/*****:

This letter is in response to the above-referenced complaint submitted to your office by ***************************.

The promotional offer mentioned in Mr. ******* complaint is for Comcast ******** services. If **************** is interested in setting up Comcast ******** services, he may call ************** to speak with a Comcast ******** sales agent.

Upon receipt of this compliant, I attempted to contact **************** to explain the above information, but I was unable to reach him.?Contact with **************** is required for further assistance with this matter.

Should you have any questions or need additional information, please contact us at **************.

Sincerely,

*******.
Comcast Regulatory Compliance Team
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.
Xfinity Mobile Account # ********** March 2024 $122.34 I moved from my home 1/2024 I used a PO BOX because I was living with someone. I moved to my final destination on 5/2024. Where I reside Xfinity/Comcast Internet service is unavailable. They are penalizing me $25 a month for the service not being offered in my area. I have asked for a refund and offered to send proof that I moved and no coverage. I have contacted this company several times. I have reached out to several executives via linkedin and their response was to contact customer service. This company is horrible and no one cares about customer satisfaction.
Business Response
Date: 07/11/2024
Tell us why here...
July 11, 2024

BBB of ******************* & ********************
1880 **********************************************************************************************************************************

Re:       *************************
            , TX 77459

              Case Number:                    21905449
            Date of Notice:             June 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.

Comcast records indicate that on January 16, 2024, the residential line of service was deactivated per Ms. ******** request. I explained as stated in the service agreement, when a customer maintains at least one core ********************** service (Xfinity TV, Xfinity Internet and/or Xfinity Voice), the line-access fee is waived for each line of service on the customers ********************** account. I explained that since the residential service was deactivated on January 16, 2024, she is responsible for the line access fee.

On July 1, 2024, the mobile line ending 4453 was deactivated when the line ported to a new service provider.

***************** was also advised of the remaining device balance and once the device has been paid in full the device can be unlocked. ****************** inquired about returning the device since she no longer needs it, I explained that she has exceeded the allotted return/exchange timeframe and is unable to return the device.
***************** attempted to reestablish service with Xfinity Mobile however the number has ported out and she no longer has an active residential account to initiate service. I advised that she is unable to reestablish service. 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:06/26/2024
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.
I brought over three lines to Xfinity from ******* and was supposed to get three $100 gift cards, to date Ive gotten one and the customer service people are no help and this has been almost a year
Business Response
Date: 07/15/2024
July 15, 2024

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:       ***************************
            ***** Lambrusca Drive
            **************, ********

              Case Number:                    21905402
              Date of Notice:             June 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.

On July 19, 2023, ******************* ordered three eSIMs for an Apple iPhone 13 ************** and two iPhone 14 **************s. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion,customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.

******************** satisfied the promotional requirements for all three devices, but ****************** expressed that he only received one **** Prepaid Card. On July 1, 2024, I applied a credit,equal to the value of the missing promotions, to the account in lieu of the promotions.

Upon receipt of this complaint, I contacted Mr.Philips and explained the above information. Should you have any questions or need additional information, please contact me at *****************************-2973.

Sincerely,

********
Xfinity Mobile Specialist
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.
Xfinity Mobile There seems to be a lot of other people having the same issue. I traded in my s23 for an s24 on 2/11/2024 with a promise that the balance on my old phone would be paid off. Mailed phone back to them with the label they provided and they received 3/1/2024. Got a charge on my account on 5/2/24 for the remaining balance on my s23. $500+. Phone is in perfect condition. No flaws at all. Have spent over 10 hours on the phone to try and resolve and have been promised multiple times that the charge would come off. They said they received but their 3rd party vender Assurant hasn't reviewed the phone yet. I explained that I did everything I needed to do and that the $500+ is collecting interest on my credit card and they need to refund until Assurant can review. It's not my fault that they have the phone and are unable to review in 3 months. I tried to dispute with my credit company and the customer support will not give me documentation so the dispute can't go through. Can someone please help me with this?
Business Response
Date: 07/15/2024

July 15, 2024

BBB of ******************* & ********************
******************************************************************************************************************************************

Re:       ****** *************************
            *********************************
            ************, ********

              Case Number:                    21905284
            Date of Notice:             June 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *************************.

On February 11, 2024, ******************** purchased a ******* S24 Ultra device. 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 an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.

******************** did not satisfy the promotional requirements because the trade-in device was not received within the 21-day return period. The device was received on March 7, 2024. The device was marked as received late and damaged.

******************** did not receive the original device back after it was deemed ineligible. As a result, the amount charged for the device balance was refunded.

Upon receipt of this complaint, I contacted ******************** and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.

Sincerely,

******************
Regulatory Specialist
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.
Good afternoon,I would like a representative from Comcast to call me to assist with setting up new services. I am interested in getting Internet and two TV services.So far, I have only received links directing me to go online, and instructions for self-installation, which have not been helpful. I feel like Im going in circles and not making any progress.Can a live person please give me a call? Thank you.
Business Response
Date: 07/09/2024

July 9, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re: ***********************
3053 Open Fields Court
**********, ** 30078

Case Number: 21905227
Date of Notice: June 26, 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 1, 2024, I spoke with *********************** and explained the new service set up and self-installation process. I confirmed that he was able to set up an online order that day with an effective date of July 7, 2024. The order is currently pending with an effective date of July 12, 2024. On July 1, 2024, approval was provided by web for a 12-month discounted rate for the *********** and Connect More Internet with a 12-month term agreement. The term agreement and promotion will start once the order is complete. 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:06/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xfinity Internet Cable from the Back of the yard to the side of the home has been exposed to all weather since May 2023. Called end of May for a splitter to be installed and also a workorder was submitted. Third Party sent out early June 2024 and did not fix the issue. June 26th, third party was sent out again, issue still not fixed. The cable is orange and exposed and has yet to be buried from the back of the cable box in back yard to the side of the house. Each time Third Party is being sent out, proper wrap to wrap around the exposed cable and for it to be buried, IS NOT COMPLETED!!! I have requested to be contacted prior to third party or by xfinity when arriving on site, NO CALLS. This cable needs to be replace, properly wrapped and buried, marked with flags too and not being done.
Business Response
Date: 07/15/2024

July 15, 2024

BBB of ******************* & ********************
*********************************************************************************************************************************************************

Re:       *************************
            *************************
            ******,CO 80831

               Case Number:                     21905142
            Date of Notice:             June 26, 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. In order to resolve this matter, contact with **************** is necessary.

Upon review of Ms. ******* account we do not reflect any record of any missed appointments. 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

Customer Answer
Date: 07/21/2024
[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 been unreachable due to work and out of the US, but Xfinity failed to contact me when a third party would be at my home to bury coaxial cable. Both times no call received, someone just showed up. First time, nothing was completed. The next following time, someone just showed up. They also failed to mark the area, prior to cable being buried. Now, I have yard work and landscaping with heavy equipment that remains to be done and have no idea where the cable is buried because it failed to be MARKED prior to being buried. Xfinity failed to keep me informed as I requested and also failed to follow up on job being completed.

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:06/26/2024
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.
I sent a service cancellation notice to Comcast thru their website as this was the only option available, several months ago. I had already driven to their actual site in our town and found that the office had been closed without notice of office closing being sent. When the message was sent it said it was received. I continued to receive a bill with the installment payment plan option for balance owed, I thought this was to pay off what was owed and that would end services. I received another large bill recently so I called today - went through a long wait on the phone and finally got a hold of an actual person that then told me that unless I paid an outlandish amount of money - $683 , I could not Cancel the cable service. I told this person that was ridiculous. He then interrupted me and told me he would send my call to another department. I waited for approx another 25 minutes, at which time I spoke with a woman and after I explained, told me that since I was on an installment plan and the equipment had not been received that if I cancelled, I would owe $893 and that it would continue to increase until the equipment was received. I attempted to explain that I had cancelled the service months ago and never received any email or information regarding where to take the equipment and since the local office was closed / it had been boxed waiting on them and she advised me that I should have spoke with a virtual assistant. I told her that I was never advised of this and on their site which doesn't work at times it was not told to me. She informed that she couldn't help that and that I would have to pay her ****** and it would continue to increase until the equipment was received. I feel that this is unreasonable. She kept insisting that the office in our town was open - it has a sign on the door that it is closed/ it has been closed for a few years. I would appreciate your help. The cable service has been less than appropriate in our area for years.
Business Response
Date: 07/15/2024

July 15, 2024

BBB of ******************* & ********************
********************************************************************************************************************************************

Re:***********************
******************************************************************************************

Case Number:21904779
Date of Notice:June 26, 2024

Dear Sir/Madam:

This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.

I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. We do not have record of **************** request to disconnect the account prior to June 26, 2024. Our records indicate on March 24, 2024, ************** set up a 12-month installment plan to pay the past due balance on the account in monthly increments. On March 24, 2024, ************** was sent a confirmation email regarding the installment plan and the first installment charge reflected on her April 24, 2024, billing statement.

On May 21, 2024, a payment was received and applied to the account; however, it was not enough to satisfy the full past due balance. On June 21, 2024, **************** services were suspended due to non-payment, and the account was fully disconnected on July 11, 2024, with an effective billing date of June 26, 2024. On July 11, 2024, a credit was applied to the account for services from June 21, 2024, through June 26, 2024. This credit will reflect on the final billing statement, dated July 11, 2024. ************** will receive a final billing statement which will include the remaining balance due from the installment plan as well as charges for services prior to the disconnection of the account. 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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Important information

Complaints

Find a Location

Comcast Corporation

Comcast Corporation

Comcast Cable

Comcast Corporation

Comcast Corporation

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Comcast Corporation is NOT a BBB Accredited Business.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Comcast Corporation is NOT a BBB Accredited Business.