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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  27432 Groesbeck Hwy Roseville, MI 48066-2715

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: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.

  They charged me for an activation fee of $91 for phones I didnt activate. I called them and was promised a refund 3 times and have not received it.

  Business Response

  Date: 07/12/2024

  
  July 12, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:   *****************************
          ****************
          Washougal, WA 98671
  
          Case Number:    21904383
          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 Ms. ***************************** regarding Xfinity Mobile service.
  
  I spoke with ******************** on June 28, 2024, about being charged for the Xfinity Mobile services that she never activated. After reaching the account, I confirmed that ******************** called in on April 18, 2024, inquiring about Xfinity mobile services. SIM cards were activated on April 28, 2024. I explained to ******************** that your billing cycle starts the day you activate your device or seven days after your device ships (assuming it's delivered successfully), whichever comes first. Per our Customer Agreement, all services ordered, regardless of activation status, will begin being charged when shipped or when purchased in a retail store.
  
  We confirmed that ************************ lines were deactivated on April 28, 2024. I advised ******************** that the charges are technically valid, but as a courtesy, a credit was applied on June 14, 2024, to generate a refund on the account for service charges. ******************** will see the credit on June 14, 2024. On June 28, 2024, I also applied a credit for the remaining amount that ******************** paid on June 14, 2024, which generated a refund for that amount. ******************** will see the credit on June 28, 2024. On July 6, 2024, I confirmed that all refunds had been received. On July 6, 2024, I removed the credit card that was attached to the account. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  

• 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.

  I received an email from Xfinity on June 12th saying: Youre eligible for WiFi Boost Pods at no extra cost xFi Complete includes a home assessment to help ensure you have reliable WiFi, and it looks like you may benefit from WiFi Boost Pods. Pods help extend your WiFi coverage and eliminate dead spots throughout your home.I clicked on the supplied link but kept getting an error message saying I had to contact customer service - I contacted ******* on 6/14 and was told that it had to be done online as he couldn't do anything - he advised I try to do it on the app - it didn't work so I contacted customer service again on 6/21 and was connected to ******* and advised her of my issues - after lots of back and forth she said that she was putting a request in to the *** team to get the pods - case number ***0008068594 and I was told I would be getting an email within 24 hours with a link to claim my free pods - I never received an email and nobody has contacted me - I am tired of dealing with customer service and want my free pods - the chats are attached showing I was promised the free wifi boost pods. A pdf of the email offering them to me is attached also.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *************************
              *************************
              **********, ** 17268
  
              Case Number:              21904304
              Date of Notice:             June 26, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  Upon receipt of this complaint, an investigation was conducted into the concerns raised by ***************** was determined that due to a non-functional link in the email, ************** experienced an issue redeeming his free WiFi Boost pod offer.
  
  On July 3, 2024, I spoke with *****, an authorized user on the account, regarding the concerns. A credit to cover the cost of one WiFi Boost pod was applied to the account on July ******, and a WiFi Boost pod can be purchased by visiting xfinity.com/xfipods,through the Xfinity app by using the Xfinity Assistant, or by visiting an Xfinity store. This credit reflected on the July 4, 2024 billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations

  Customer Answer

  Date: 07/15/2024

  [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.

  I had service with Xfinity and called on April 24 and cancelled my service, and my final bill was ***** and was paid. In june they took another payment of $70. I contacted them about it and had to deal with 4 different agents to get this resolved. I was issued a payment of $25 for equipment and was supposed to receive the money they took from my bank account. Now they are telling me that it is going to take up to 30 days to get my refund. The refund for equipment was back in my account by the end of business on the day I called about it. I have a couple bills that were no paid because they took my money. It needs put back in my account immediately, not in 30 days.

  Business Response

  Date: 07/01/2024

  
  July 1, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*******************************
  ****************************************************************************************
  
  Case Number:21904144
  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 Comcast Business Service.
  
  Our records indicate on April 22, 2024, Mr. ***************************** printed with new charges due May 15, 2024, for services rendered from April 27, 2024, to May 26, 2024.
  
  On April 23, 2024, ********************** chatted with a Comcast agent to schedule a disconnection of service; however, he was informed he needed to contact **************** at ************** to request the disconnection. After this interaction, there is no record ********************** spoke with a Comcast agent to request a disconnection of service or a voluntary disconnection of service form was received in April 2024. 
  
  On April 23, 2024, a device return was initiated via *** and delivered to the Comcast warehouse on April 26, 2024. On April 30, 2024, a rented modem was removed from the account. However, a customer owned modem remained on the account.  
  
  Customers who want ******************** to automatically deduct their monthly payments from their checking/savings account (Electronic Funds Transfer (EFT)) or card (credit/debit) can sign up for automatic payments (recurring payments). Automatic payments now include the amount due, plus or minus any payment-related activities or adjustments, and less any credits issued before the customers bill due date. Customers can cancel their automatic payment enrollment any time. ********************** enrolled in automatic payment effective December 28, 2019.
  
  On May 16, 2024, an automated payment was received. On May 22, 2024, the bill printed with new charges due June 15, 2024, for services rendered from May 27, 2024, to June 26, 2024. On June 16, 2024, an automated payment was received.
  
  On June 16, 2024, ********************** spoke with a Comcast agent to discuss a billing concern. ********************** was informed the account was still active. During the interaction, a disconnection of service was scheduled effective June 16, 2024, and the final billing statement generated with a credit balance and was sent to the address on file. There is no record a payment was issued for equipment.
  On June 17, 2024, ********************** spoke with a Comcast agent to discuss a billing concern. A request was completed to refund the balance remaining on the account. The amount was reversed back to the Credit Card on file and will take 3-5 business days to be received, depending on the financial institution.  
  
  On June 21, 2024, ********************** spoke with a Comcast agent to discuss a billing concern. A credit was applied to the account for a billing issue. ********************** was due a refund.
  
  A disconnected customer will automatically receive a refund for any remaining credit balance on the account that exceeds the total charges for any unreturned equipment. If the customer is owed a refund because of a credit balance on a disconnected account, the refund will be applied to the last payment method on file, if eligible. Eligibility for refunds applied to the last payment method on file include last payment method used within 45 days of the refund processing date and the refund amount is less than or equal to the last payment amount. If it is not possible to issue a refund to the last payment method on file, and if an email address is provided, the customer will receive an email from ********************************************** to select how they would like to receive the refund. Accounts with no email address or no email response within 15 days, will receive a physical prepaid card for a refund mailed through ***** Once the criteria is met, the refund will be sent. The refund should be received within seven to 15 business days. We will follow up with ********************** to ensure receipt of the refund.
  
  On June 27, 2024, I spoke with ********************** and informed him of the aforementioned information. ********************** confirmed he received the prior refund from June 17, 2024. I apologized for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Customer 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.

  We have the Comcast technician came to transfer our number and service into a new account. Everything was done and the tech said they will expedite to have our old business number ported to the new account so we can have it within 24 hours. That was last Friday and we are already on Wednesday and still nothing happened. We tried to called in every day to get the progress but the representative keep saying that no worry they have the back office look into it and call us back but no call was made to us to keep us in the loop of what happen. This is a number that porting within Comcast so we don't understand how it can be so difficult and take this long. If it was an outside number then may be it will take longer but not in this case. Our customer can't call our restaurant because our old number is not working. It is ridiculous that Comcast does not expedite and prioritize their business customer that have an urgency need. They work so hard to promote their service but do a poor job to keep them. We want the porting to finish tomorrow and credit us back for all the days that we don't have service.

  Business Response

  Date: 07/16/2024

  
  July 16, 2024
  
  
  BBB of **************************; ********************
  ******************************************************************************************************************************************
  
  Re:       *****************
              ****************************************
              ***************, FL 32092
  
                  Case Number:                      21903955
              Date of Notice:             June 26, 2024
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************.
  
  On June 28, 2024, I spoke with Mr.** to discuss his concerns and apologized for any inconvenience that he experienced. Mr. ** confirmed that his telephone number successfully transferred to his new account on June 26, 2024 and was working his Comcast *********************** I provided my direct contact information to Mr. ** should he have further questions or concerns.
  
  Should you have any questions, please feel free to contact me **************.
  
  Sincerely,
  
  
  **************
  Executive Customer Relations

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Xfinity mobile services 03/21/2024 at the ******* location. I bought a new iphone 15 pro *** from them while setting up a new mobile plan. They had a promotion where you could trade in your current device and receive a payment for it when starting a new mobile plan. I traded in my iphone 13 128gb midnight blue phone. The store employees packaged my phone in a shipping envelope and told me that I would receive a check in the mail for the value of the phone. I was skeptical and took picture of shipping details and asked when I could expect check in mail. They told me no longer than 3 months. It has been 3 months, no check, no bill credit, nothing. I have spent several wasted hours with Xfinity customer service being transferred to different representatives none being of any help. I do not remember the exact dollar amount I was promised for the traded in iPhone, but it was over 200$ I may be able to find documentation stating exact dollar amount if necessary. I would like a bill credit or a check from Xfinity for the amount the phone I gave them was valued at, as our agreement was originally set. I feel i was robbed by Xfinity and am extremely frustrated with the lack of customer service.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  
  BBB of ******************* & *************************;
  *************************************************************************************;
  ************,** 19103 
  
  Re:       *********************************
  ******************
              ******, MA 01069
  
  Case Number:              21899568
  Date of Notice:             July 1, 2024
  
  Dear Sir/Madam: 
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************. 
  
  On March 21, 2024, ******************** purchased an Apple iPhone 15 Pro **** At the time of purchase, Xfinity offered a promotion through which eligible customers could receive compensation via check if they traded in an eligible device.
  
  ******************* satisfied the promotional requirements, however, ******************** advised that he has not received the check for the trade in.
  
  Upon receipt of this complaint, I contacted ******************** and explained the above information. I applied an immediate credit to his account in lieu of the trade in offer amount. Additionally, I confirmed Mr. ********* account currently reflects the correct monthly charges for his active line. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely, 
  
  
  **************** 
  XM Executive Resolutions 

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date: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 cancelled my account with the company on June 5th, I returned the equipment on June 11th (I have receipts). On June 20th I received a bill. I called the company and was told there had been an issue because there seem to be two accounts on my name. I always had only one account and was always billed for one account. I requested the account to be cancelled again. I was told the account was cancelled and received an email. On June 26th I received another bill and my account seems to continue to be active.

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:       ***************************-Moggi
              ****************
              **************************
  
              Case Number:                      21903529
              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 ***************************-Moggi regarding Xfinity service.
  
  I have made several attempts to contact ******************** via telephone and email to discuss his concerns;unfortunately, my attempts have been unsuccessful.
  
  Our records indicate that on June 5, 2024, a billing statement was issued with new charges covering the service period from June 10, 2024 through July 9, 2024. This amount was due on July 1,2024.
  
  On June 8, 2023, ******************* contacted Comcast **************** to fully disconnect his account.However, the ******************** representative at that time failed to process *************-Moggis request.
  
  On June 20, 2024, the Xfinity ************ was removed from **************-Moggis account. Additionally, all Comcast equipment was returned and removed from **************-Moggis account that same day.
  
  On June 26, 2024, ******************** account was fully disconnected with a stop billing date of June 5, 2024. On June 27, 2024, a billing statement generated reflecting a previous balance, alongside a credit applied on June 26, 2024, for service adjustment,and credits for partial service cancellations (including Connect More,Automatic Payments Discount including Paperless Billing, and Internet equipment). There was a charge for Paramount+ from June 18, 2024, to July 17,2024, and taxes, fees, and other charges, leading to a zero balance. These charges were reflected on the June 27, 2024 billing statement.
  In order to address any remaining issues, contact with **************-Moggi is necessary. I apologize for any inconvenience that *** have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ***** ********
  Case Manager | 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.

  I canceled my Xfinity/Comcast TV service on 6/10 via phone call with them. My $174.75 monthly bill would be reduced to $55 for Internet only. However on 6/23 they deducted ANOTHER $174.75 from my bank account. I called them on 6/23 and got a CSR on the phone who said he would fix the problem and my money would be refunded with 24 hrs. It is now 3 days later and I have received no refund and I have spent HOURS on the phone with these people. I want a refund of the overage they took put back into my account immediately.

  Customer Answer

  Date: 06/26/2024

  Proof where they deducted $174.75 and owe me some sort of refund as my Internet only bill is $55

  Customer Answer

  Date: 07/03/2024

  I have been contacted by the business who rectified the issue, you can close this thank you

  Business Response

  Date: 07/05/2024

  July 5, 2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************************
  
  Re:       *****************************
              *********************************
              ************, ** 32258
  
                 Case Number:                     21903520
              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 June 27, 2024, I spoke with ******************* regarding a billing concern. On June 10, 2024, the account was downgraded, removing ********** ******************** account was enrolled in a 12-month promotional offer for Fast Internet, at a promotional rate. The promotional rate is effective June 10, 2024, through July 3, 2025. A 12-month promotional offer for xFi Complete (which includes Internet equipment and Unlimited data)effective June 10, 2024, through July 3, 2025. At the end of the respective promotional offers the retail rates will apply. Additional services, taxes,fees, and equipment are not included as part of the pricing and are subject to change. The account receives a self-service discount with enrollment in automatic payments with a linked bank account and paperless billing. Should either self-service discount be cancelled the discount will be removed.
  
  The billing statement issued on June 1, 2024, reflected a balance due for services billed from June 4, 2024, through July 3, 2024, with an automatic payment scheduled for June 22, 2024. On June 23, 2024, an automatic payment was processed for the June 1, 2024 statement balance. The payment was reflected on the July 1, 2024 billing statement. Changes of service completed mid-billing cycle are reflected on the next billing cycle and do not change the amount processed for a scheduled automatic payment.
  
  The change of service completed on June 10, 2024, generated a credit prorate for services billed from June 10, 2024, through July 3, 2024, which reflected on the July 1, 2024 billing statement leaving a credit balance. The credit balance is eligible for a refund, after the 15-day hold required for bank payments,which would end on July 7, 2024. If the credit balance is not refunded the credit will be carried over to the August 1, 2024 billing statement.
  
  On June 27, 2024, ******************** advised that she is no longer seeking a refund of the credit balance and understands that the credit balance will carry over to the August 1, 2024 billing statement. 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: 07/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Xfinity mobile tonight 6/25/2024 and was on hold for over 2 hours waiting for a supervisor because I was advised by a different supervisor about 3 weeks ago to call back once they refunded the money back to me that they took out of my account when I put in a deferment which I had the confirmation information via text. To have them remove my account from auto pay. I contacted them saying that I revoke my authorization for them to use my card any longer. They refused to do so and sat there and argued with me for over 2 hours. I work with payment processing and I know the laws and regulations. If someone calls and states they revoke their authorization you are to stop right then and there. I will be contacting the BBB and corporate for Xfinity as well. As far as I can see with my experience I'm finance and fraud they are breaking laws and committing fraud.

  Business Response

  Date: 07/09/2024

  
  July 9, 2024
  
  
  Better Business Bureau
  1880 *********************************************************************************************************************************
  
  Re:       *************************
              ********************************, Apartment 23
              ******, UT 84041
  
              Case Number:              21903309
              Date of Notice:             June 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile service.
  
  I attempted to contact *************** multiple times via telephone and email. Although my attempts were unsuccessful, a review was completed on the account. On June 25, 2024, *************** requested to have her credit card removed from her Xfinity mobile account.Inadvertently it was not removed as requested. On July 3, 2024, ******************** request for the pay method removal was completed.
  
  A new card will need to be placed on file and can be done on the Xfinity app or by visiting Xfinitymobile.com. If bills become past due, they will follow the Xfinity Mobile collections process. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions

• 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 Home -3 motion detectors failed at exactly same time -Constantly lied to about there functioning -Discovered Comcast and even low level agents have complete access to all my devices and components on my system, making the posiibilty of them compromising my security a reality - tech setsup sensors and zones without my participation giving him intimate access and knowledge of my security system, but does NOT share the info with me - started calling to cask questions and complain and after every call something worked that didnt or went out. One time my WiFi went out which had never happened, another all 3 motions at the same exact time read communications disabled, another time all 3 motions started working as designed at the same exact time once again proving Xfinity is behind this. All my doors and window and motion sensors reading a fault communication for no reason at times and now 2 of my 4 cameras have begun to show very grainy picture.- very agent constantly lied and was covering for Comcast about simple things that I had already got them to divulge - when I call, they do NOT even ask me my name or get one piece of I formation out of me and they are already telling me which sensors and where are not functioning and the ones that are - connected with advance team who made a big deal about my security awareness and promised me a supervisor and 3 techs as well as new components named Wazee and his asst. ****** At the tech visit one tech showed up who didnt call or ring the doorbell and left after 10 minutes. Waze was supposed to be on phone with me but never called. - no one will answer me or tell me the truths I already know, this is a massive security lapse and breach and every customer should know and whether it is illegal on top of being unfair, fraudulent and misleading. The next tech visit didnt have anything on what Waze told me he put on the order, tech had zero idea what he was hear for. Through all this I gave more business and added.

  Customer Answer

  Date: 06/30/2024

  Have been contacted numerous times by Comcast advance team.  I was told there is no way to prevent access to my account by anyone at ********************.  The fact that anyone has access to my account and without my permission is unacceptable and an incredible security risk.  I was told thats what I pay for monitoring for.  I responded, unfettered access to my security system components and devices by low level call center talks without my permission or verification of my identity is inexcusable and an abomination of the basic tenets of personal and home security.  This has to amount to fraud and Xfinity home is not advertised as its operated.  There are only 2 instances where Xfinity home call center employees should have access to my devices and system: 1, one a panic code has been entered and 2, when any regular alarm is triggered.  The fact I have to believe and trust in Xfinity homes vetting process is unsatisfactory, especially since most of them are foreign nationals, abroad and are not subject to US CODE/LAW.  I was told the system being unsecured was to make Comcasts job of troubleshooting home security easier and faster.  So for Xfinity, it is speed and efficiency at the expense of common sense security measures.  That is appalling.  Finally, I had XFinity come to my home to give me 3 new motions as was part of my original complaint.  I wasnt even comped the 3 cheap devices after all my different agency complaints.  I paid for them and what do you know, within 48 hours one by one they started displaying different t messages ranging from communications trouble, to battery dead, to tamper codes.  Xfinity home has confirmed to me that at some level they retain complete control of the components that are purchased entirely by the customer.  Continued lack of faith in Xfinity and their customer service.  I will be pursuing to highest e rant of the law, no matter how hard I am ignored.

  absolutely disgusting practice

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:      ***** *******
              **************
              *********************
  
              Case Number:                      21903291
              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 Home service.
  
  On June 26, 2024, I spoke with Mr. ******** and he stated he wanted to talk with a supervisor regarding his motion sensors not sending notifications when a motion is detected. On June 26, 2024, a supervisor for Xfinity Home, **** ****** spoke with Mr. ******* and scheduled a technician for June 29, 2024, and the technician completed the job by installing 3 new motion sensors. On July ******** I spoke to Mr. ******** and he stated that he was unhappy with Xfinity having access to his Xfinity Home system.
  
  On July 03, 2024, I stated to Mr. ******* that he pays for Xfinity Home pro protection plan, and that includes Xfinity having access to his alarm system so that we can monitor his system. According to our tools the Xfinity Home system shows online with no issues on July 03, 2024.
  
  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,
  
  ***** C Senior Tech,
  NETS Executive Customer Relations
  
  

  Customer Answer

  Date: 07/15/2024

  [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: 21903291
  
  I am rejecting this response because:
  (1) I pay for monitoring, yes, which means you monitor for a duress code entry or a triggered alarm.  You should never have access to what my individual sensors and devices status are without my express permission and knowledge of.  Your system is set in a way that if one person wants to access my system they have that ability and without my permission and knowledge.  This access was not disclosed to me by Comcast corporation when the system was sold to me.  How can you be sure all the foreign nationals you employ, are properly vetted?  They are not beholden to American law, if they are in another country.

  (2) You have not answered why different devices become disabled and then enabled at random times.  The devices, even the same model ones, are not linked in anyway.  How would they simultaneously and suddenly start working properly or become communication disabled at exactly the same moment, just the motions.  Comcast has to be controlling them.  Fraudulent practices and unethical if not illegal.  Pertinent information withheld.

  (3)Most of my complaints predate the final tech visit to install motions that you even made me pay for after all my complaints.  The tech mislabeled every motion detector and one of them still does not work at all.  All the techs and **** say the motion does NOT show activity in the activity log unless the system is armed, however if you read the xfinity directions online, it states to test each motion with the others bypassed and the system UNARMED, then check the activity log.  Why the contradiction, you tell me it has to be armed and the manual tells me it has to be disarmed.  Which is it?  Fraudulent business practices.

  (4)  Why the promises and then lies from the advance team(Wazee in ****** and *****, and one of your techs(***).  Wazee told me multiple people would be at my next tech visit to go over zones and other settings that I should have access to, and that he personally would be on the phone with me during the visit. (Look up the transcript).  The tech did not even ring my doorbell and left after 12 minutes.  My above 18 year old child would have answered the door.  The tech made no attempt to call me.  Wazee also made it known he was impressed with my questions regarding the access to my system and account and appreciated my interest.  Your tech *** also when setting up the new touchscreen set up my sensors and zones without my knowledge leaving him with intimate knowledge of my perimeter and internal security.  I should be the only one with that ability and information not a tech, I do not know or trust.  Your tech has more knowledge of my security capabilities and weak spots than I do.  That is not acceptable by any standard.  That is not security.

  In closing, xfinity/comcast, does not have my security in mind through these deceptive, lackadaisical, withholding of important security information, withholding of pertinent means and methods and fraudulent practices, not to mention the unfettered access of my security system and account by EVERY call *** and tech, and the ***eated lies of all levels of your staff.  I liked the system very much, the problem is with your business ethics, practices and willingness to take shortcuts regarding my and my familys personal and home security.  My lawyers are proceeding with the next steps as well as I will be going to the media.  Thank you

  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/01/2024

  
  August 1, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************
  
  Re:***** Donahue 
  ******************
  **************************;
  
  File Number:21903291 - Rebuttal
  Date of Notice:July 16, 2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by ***** *******.
  
  Customer ****************** investigated ***** Donahues complaint and could not confirm any unauthorized third party accessed ***** Donahues online account or home network. On July 18, 2024, a Comcast Customer ****************** technician contacted ***** ******* and explained this information.
  
  In reference to the Xfinity Home concerns, our records show no history of conflicting information provided to ***** *******. Comcast will access ***** Donahues account when they call in for support and to provide the best experience. We as ***** **************** provider have access to ***** Donahues account and alarm system to be able to identify any troubles related to the system to ensure the home security system is working as designed.
  
  Furthermore, ***** ******* will see a motion detection only after the motion was put on bypass mode and then reenabled as it turns on and detects motion. The motion detector activity will not display in the activity logs daily.
  
  On July 22, 2024, a Xfinity Home representative contacted ***** ******* to advise them of the aforementioned information. During this call, ***** ******* stated that they no longer wanted support and refused any further assistance. ***** ******* also confirmed that they do not want any Xfinity technician near their home, with ***** Donahues approval the technician visit set for July 25, 2024 was cancelled.
  
  Sincerely,
  
  
  Customer ******************
  **************
  

  Customer Answer

  Date: 08/01/2024

  [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: 21903291
  
  I am rejecting this response because:
  The whole response is not true or accurate:

  1) I never said a third party accessed my account, ever.  What I said was every call center *** at Xfinity including the advance team and executives have access and the ability to see my home security systems status including all compatible devices status(door/window sensors, motion detectors, cameras which are devices purchased by ********************* and (components that are compatible to the Xfinity home system that are not Xfinity products including my Kwikset door locks and ******** *** light system).  All components mentioned above can be seen by Xfinity employees with NO security check or confirmation on the callers identity.  They can tell me what sensors are opened or closed, motion detected or still, cameras online or offline.  EVERY single call of the dozens I made to Xfinity began with the call center ***(usually a foreign national as told to me by a few ***s) telling me which components of my system were working and not working.  This was done before even asking me my name or identifying and confirming  identity on every single occasion and every call I e ever made.  Comcast transcripts will prove this to be accurate.  The gentleman who wrote the response told me that is not true and that they do an authentication process to confirm identity.  They do NOT do this ever.  More lies.  My complaint remains simple.  Why do employees have the ability to access my home security network without first seeking my permission and verifying identity.   Especially where most of the call ***s are foreign nationals not beholden to US laws.  I Recieved circle talk and no response when I asked these questions.

  (2) I pay for Xfinity home monitoring.  This means they monitor for a panic code entry or a triggered alarm by a set system.  Aside from this my home network should not be able to be accessed by anyone without my explicit permission.  This is what you call a compromised security process.  We do not know who, why or when anyone employed by Comcast corporation has accessed our home security network for any number of reasons.  SECURE ACCESS TO OUR HOME SECURITY!

  (3).  Comcast management, advance team and executives alike, at every level refuse to answer my most basic questions over and over.  I have found many contradictions between what techs  and executives tell you and what can be done.  I was told motion detectors will only show activity in the log if the system is armed, however after my original complaint all 3 of my motions at the same exact moment started showing activity with the system disarmed.  So it can be done.  Secondly, on XFinitys motion detector help page, the listed way to test the motion detector is with the system UNARMED and checking your activity log, which is the opposite of what techs/call ***s tell you.  The evidence is online and in my transcripts of calls and my text with an agent encounters.   Consistent lies and circumnavigating honest answers by ***eating a rehearsed line.  Lastly, all devices such as motions in this case are not linked to each other.  Please tell me how all 3 of my motions at random times but all together and simultaneously would start acting as I was told they couldnt.  I have screen shots of my motions showing activity in the log when the system was disarmed.  The gentleman I spoke to who wrote this response as evidenced in the transcript of our conversation said all 3 of my motions must have had a hardware malfunction at the same exact time, multiple times.MORE LIES.  My motions would also randomly but simultaneously stop working with a communications disabled designation many times and all together.  What are the chances 3 devices that do not link together and no one has master control over could malfunction, operate and do something they cant do at the same exact time.  I have evidence of this as well. 
  (4) I was not looking for anything but my components to work and a secure home security network.  Comcast consistently wasted my time, lied to me, defrauded all xfinity home customers, by withholding pertinent information and maintaining the ability to see and control our systems devices without consumer permission.  They never tried to be honest with me but ***eatedly lied to me about everything  which in turn jeopardized my familys and my security and put us all at risk.  This is fraudulent and negligent.  My team of attorneys is now charting my course to continue this security breach and consumer deception.  I will make every effort to get the media involved and aware while Im awaiting my teams direction.  I encourage the BBB to request the transcripts of my most recent call with Comcast executive from ************, along with every transcript call, if xfinity did not delete them, which there have been many cases of this happening in past situations with others.   You will see my questions and main points of my queries are real and important and deserved of an honest answer.

  lastly, many of my neighbors have told me XFINITY service vans have been on my street within a couple houses of my home, many times since this escalated.  They maintain a low voltage line only and none of my neighbors I spoke with have had XFinity service recently.  I wonder

  I will get to the bottom of the massive scandal I believe this will create when I secure the proper avenues to get this fraud and deception out to ALL xfinity home customers and ALL, Americans.  This could have been a very simple solution with honesty, accountability and acknowledgment of missteps and mistakes.  I will keep ***orting to attorney general consumer protection division, the ***, the *** and the BBB, until my attorneys advise me to end the complaints or this very doubtfully gets corrected and resolved at Comcast Corporations initiative or my teams inevitable escalation to the legal sector seeking justice.

  
  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.

  I received a text on 6/23/24 letting me know we had used 90% of our 1.2T data wifi. At 7 am on 6/25/24 I was told I had used all 100%. After the first text we shut the wifi off in our house for the rest of Sunday and then we were at work all day Monday not using any data. The usage didnt make sense. When looking into it further it shows in April we used 0 data even though we have the same devices and havent changed anything. We contacted xfinity to try to work out why it showed 0 for a month we know for a fact we used data and now this month we are way over. We believe there is something wrong with their data usage meter. When trying to contact someone weve been escalated multiple times, told its the routers problem not theirs and theyve tried selling us a different plan instead of listening to the possibility they may have a meter issue. They charge extra after going over the 1.2T so if there really is an issue or they are trying to add two months worth of usage together on one bill I dont want to be responsible to pay since I already paid my monthly amount in April. They have had data usage reporting problems in the past with many other customers and I dont trust the accuracy now and the customer service is garbage and hasnt been ****** reassuring. They tell us there isnt anything they can do since the router isnt their equipment so they cant tell what the usage is. Their app shows us the overall usage for the month and thats what we are being billed based off of so if they can get that information to bill me extra for the month they should be able to have some kind of proof as to how much data was used.

  Business Response

  Date: 07/16/2024

  July 16, 2024                                                                                       
  
  Attn: Complaint Department
  Better Business Bureau
  1880 **********************************************************************************************************************************
  
  Re:       *************************
  
               , UT *****
  
  BBB File Number:   21903149
  Date of Notice:             June 26, 2024   
  
  Dear Sir or Madam:
  

  This letter responds to the above-referenced complaint submitted to your office by *****************************,an authorized user listed on ********************************* ********************** account.
  In 2016,Comcast implemented an Internet data usage plan that established a usage threshold of 1 TB per month for all of its residential Xfinity Internet customers in ******************** area. Effective July 1, 2020, Comcast increased the usage threshold to 1.2 TB per month.  Our typical Xfinity Internet customer uses only 427 GB per month. Those very few customers who wish to use more than 1.2 TB per month are provided additional buckets of 50 GB for $10 each, with total overage charges capped at $100 per month.  Alternatively, customers can add an unlimited data plan for an additional $30 per month or sign up for xFi Complete for $25 per month (which currently includes unlimited data, advanced security, and the monthly cost of an xFi Gateway).  Under this policy, customers are given one courtesy month per ******** period during which they will not be charged for exceeding the 1.2 TB data usage threshold.[1]  If the threshold is exceeded a second time within a 12-month period, no further courtesy months will be provided.
  
  Affected customers were notified of the data usage plan policy via ******** mail and/or email approximately one month prior to its implementation.  New customers are informed whether a data usage plan applies to their area during the purchase process, and the policy also is clearly disclosed in Comcasts Xfinity *********** Services Agreement,[2] Xfinity Internet Broadband Disclosures,[3] as well as its Xfinity Internet Additional Terms[4] and Xfinity Internet Acceptable Use Policy,[5] which all Xfinity Internet customers agree to abide by as part of the ********************** *********** Services Agreement.  In addition, details of the policy and frequently asked questions are available for review online,[6] and all new customers and customers who accept a new service contract receive a confirmation email that includes a link to the data usage policy during the first week of their contract.  Comcast has confirmed that a service order confirmation email, which contained information about the data usage policy, was sent to ****************** on June 14,2023.
  Comcast provides customers with the following methods of tracking and receiving notifications about their data usage:
  An individualized data usage meter for every Xfinity Internet account is available through the MyAccount and Xfinity app, MyAccount online, and the X1 platform. 
  Automatic notification will be sent to customers when they approach, reach, and exceed their data usage allotment.
  Comcast has confirmed that the appropriate data usage notifications were sent to ****************** when she was approaching, had reached, and exceeded her 1.2 TB threshold.
  To ensure the accuracy of its usage meter readings,Comcast has set a goal for daily and monthly measurements to be accurate within plus or minus (+/-) 1% over the course of a month.  NetForecast, an independent auditor of the accuracy of ISP data usage meters, has published a report analyzing Comcasts methods to obtain accurate data readings and assigned its highest rating of Excellent to Comcasts usage meter. The most recent NetForecast report can be viewed at ******************************************.
  As NetForecast has noted,there are many sources of unexpected consumption that *** contribute to a households monthly data usage. The most notable sources include:
  
  Automatic Updates: Most modern PC and mobile operating systems and software applications have automatic update features that download and install updates in the background of each connected device in the household.  This automation is typically implemented for the users convenience and protection, but the Internet traffic it generates *** be significant.
  
  File sharing applications: Peer-to-peer (P2P) file sharing applications like BitTorrent, often used to exchange music, movies, and other types of large files, are a common source of unexpected traffic.  P2P sharing applications *** operate in the background of a users network and devices, exchanging large amounts of data over the Internet without the users knowledge.
  
  Cloud storage services: Many cloud storage services such as ****** Drive, OneDrive, Box, Dropbox, and iCloud are configured with constant synchronization schedules, which can substantially increase the data used by each device and user in the household.
  
  Security related issues:  Unexpected traffic *** be caused by security compromises affecting a users PC, mobile device, or wireless gateway.  Specifically, botnets and malware that have infected one or more devices in the home network can be leveraged for outbound Denial of Service (DoS) attacks against other targets on the Internet, and they can also be used as proxies to route traffic for malicious actors.  These attacks *** result in significant data use.  As a courtesy, Comcast provides Xfinity Internet customers information on how to protect their devices from malware and other security threats.[7]
  
  Customers should secure and actively manage their personal devices and home network.[8]  Notably, Comcast does not monitor or track the specific uses individual Internet customers are engaged in or how much data the customer uses for any particular purpose.  Comcast merely tracks the aggregate data transmitted to and from a customers modem, without identifying particular types of traffic and their corresponding uses.
  On July 12, 2024, a Comcast ***************** Assurance technician spoke with ****************** to advise him of the above information.
  On June 26, 2024, a Comcast Executive Customer Relations representative was in contact with ****************** to address her service concerns. The representative advised ****************** is subscribed to Performance Pro+ Internet. ********************** modem is a Netgear CM700, which is compatible with their speed tier of service. 
  Please contact us directly should you have any additional questions or concerns.
  
  Sincerely,
  Comcast ***************** Assurance
  **************
  
  
  
  [1] ***************************************************************************; For courtesy months, any overage charges are credited on the
    customers billing statement. 
  [2] *************************************************************************************
  [3] ****************************************************************************************
  [4] *********************************************************************************
  [5] ****************************************************************************************************
  [6] *********************************************************************
  [7] These tools are available at *******************************************************************************.
  [8] ****************************************************************************************************