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

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast Corporation

  14909 N Beck Rd Plymouth, MI 48170-2411

• 

  Comcast, Inc.

  PO Box 5155 Southfield, MI 48086-5155

• 

  Comcast, Inc.

  30736 Hoover Rd Warren, MI 48093-2555

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 26, 2024, I had Xfinity (Comcast) install both internet and a landline telephone. Internet was up and running immediately. The telephone was not. I was told that it may take up to 3 days. I have yet to have a landline phone service. My "field sales consultant" is *************************** at ************. She is who I entered into a contract with. At no time during the discussion/contract stage did ******** inform me that a landline telephone with xfinity/Comcast is unavailable in my part of ***********. It did not enter my mind, that it would not be as I have had a landline with CenturyLink for the past 10 years. There is not another way to talk to a "real" person, it is *************************** or nothing. I called ******** about the lack of phone service several times to no avail. My wife began texting ********, I have saved my text messages to and from ********. She has answered my phone cell calls although her excuses for no landline range from Centurylink not releasing my phone number to eventually admitting that xfinity/comcast is unable to provide services to customers on my side of town. In the meantime, I am still being billed for this landline that does not exist. I have asked ******** to reverse the bill for the landline both in May and in June. She said she will contact her manager and send me a text message confirming this. This last conversation took place on June 17, 2024. I never received this text message nor any other type of communication since this date. and the bill has not been reversed for either May or June.My concerns are first that this company is selling customers a service that they are unable to fulfill. This is a very poor business practice. If they are unable to provide this service to me, I would appreciate immediate honesty and to be released from the landline part of the contract. My second concern is that I continue to be billed for a non existing service. And finally lack of communication.

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *****************
              **********************
              ***********, CO 81007
  
              Case Number:               21911618
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************** regarding Xfinity service.
  
  On July 5, 2024, I spoke with Mr. and *************** regarding their service-related concerns. I scheduled a service visit was scheduled for July 11, 2024.
  
  During the scheduled service visit, the technician found **************** phone service had been installed before the phone number was ported from his previous provider. The technician confirmed the signal and wiring to the home were within specification. The support team was contacted to rebuild the phone number in the switch to activate the service
  
  Subsequent to the appointment, I corresponded with *************** via email and verified the voice service was working correctly. I applied a credit to the account for the service issues. The credit will reflect on the July 21, 2024 billing statement.I apologize for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations

  Customer Answer

  Date: 07/17/2024

  The information provided to you by Xfinity in response to my complaint is accurate; my phone service has been activated and my account has been credited. 

  I would like to add that the Xfinity/Comcast Sr. technician that came out to my house, ******, was professional, personable and knowledgeable. He took all the time needed to ensure that our landline phone was installed and in good working order

   I appreciate your successful intervention on my behalf. 
  

  My Sincere Thanks,

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

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Based on. 15 U.S. Code 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It has been 30 days and you are in VIOLATION of this law because I am a victim of identity theft!! Please delete these items as soon as possible! These accounts should not be furnished on my consumer report as they are in VIOL Under, 15 U.S Code 1681b - Permissible purposes of consumer reports (a) IN GENERAL Subject to subsection (c) any consumer reporting agency may furnish a consumer rep560er the following circumstances and no other: (2) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any ***************** WRITTEN CONSENT to report anything on my consumer report which viol rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  
  Attn: Complaint Department
  Better Business Bureau 
  1880 ***********************************************************;
  **********************
   
  Re: *****************************
  *************************************************, Apartment 301<*************************************
  
  Case Number:21911289
  Date of Notice:June 27, 2024
  
  Dear Sir/Madam: 
  
  This ****** is in response to the above-referenced complaint submitted to your office by *****************************. 
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contact the victim regarding the outcome. If the team determines that identify theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  A Comcast ***************** Assurance technician made several attempts to contact ************** to advise her of the above information. Unfortunately, all attempts were unsuccessful. ************** will need to submit a fraud packet to Comcast; information on submitting a fraud packet can be found at *****************************************************. Once the completed packet is received, Comcasts fraud team will investigate the claim and contact ************** regarding the outcome. 
  
  Additionally, our records indicate that the account was disconnected for non-payment on March 14, 2024, with an effective date of February 13, 2024. Prorated credits were applied to the account on February 13, 2024, for services removed which includes Connect and xFi Complete for the service period of February 13, 2024, to April 9, 2024. The account has Unreturned Equipment (Modem/Gateway Serial: number ending in AD3E), for which a charge was posted on March 14, 2024. The aforementioned prorated credits and unreturned equipment charge were reflected on the March 14, 2024 billing statement. Upon return of the Xfinity equipment, Xfinity will reverse or credit the Unreturned Equipment charge. 
  
  Our records indicate that a final balance was charged off to credit and collections on March 29, 2024. The credit and collections report are correct and there is a balance owed. A Comcast Executive Customer Relations representative made several attempts to contact **************. Unfortunately, all attempts were unsuccessful.
  
  Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  Comcast Security Assurance
  **************
  
  

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had breaks in service that they could not resolve no matter how many times they sent a technician out. I had to call in several times to dispute bills and try to cancel service and they continued to charge me for the service for months after at two residences. They told me they had cancelled service and had not. They told me I would get a refund and hear from the refund department and I never did. They charged me a phone bill for almost a year that I never used and did not have.

  Business Response

  Date: 07/11/2024

  
  July 11, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re:*************************
  ******************************************************************************
  
  Case Number:21910637
  Date of Notice:June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity Mobile Service.
  
  On June 28, 2024, I spoke with ****************** regarding the Xfinity Mobile concern(s). On June 20, 2023, an order ending in 7168 was placed for one line of service on the ************** plan utilizing a Bring Your Own device ****** Pixel 6. ****************** did not activate nor utilize the line of service; however, Xfinity Mobile billing begins seven (7) days after the date of shipment or receipt of device/sim card, regardless of the activation status. Subsequently, ****************** was billed for Xfinity Mobile services from June 2023, through April 2024. 
  
  On March 22, 2024, the line of service was ceased per request of ******************. On July 5, 2024, a manual refund request under ticket ECM0008301516 was generated to refund ****************** for the unused Xfinity Mobile Services. ****************** will receive an email notification within ten (10) to fifteen (15) days, which will contain instructions on three different refund methods. ****************** will be able to select from a physical **** card, a digital **** card, or direct deposit. Mr. ******** refund timeframe will be dependent upon the refund method selected. Mr. ******** account reflects a $0.00 balance with no future billing.
  
  On July 5, 2024, an Executive Customer Relations representative spoke with ****************** regarding the Xfinity services. Our records indicate ****************** did not submit a disconnection request prior to the account being disconnected effective June 21, 2024. ****************** was advised no refund is due as the account was active until June 21, 2024, with a remaining unpaid balance. On July 5, 2024, as a courtesy, a credit was applied to Mr. ******** account, removing the past due balance. Mr. ******** accounts have no future billing or charges. 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:06/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 I signed up for Comcast Home Internet and began receiving my wireless cell phone coverage through them as well. In January 2022, I moved to a new address and cancelled my home internet contract with Comcast. They assured me I could still continue my wireless cell phone plan without the home internet plan. In February 2023, I lost service on my cell phone and called Comcast to troubleshoot. They told me that I would need to set up a home internet plan in order to regain cell phone coverage. I reminded them of their original agreement, but the Comcast sales associate told me that I just needed to sign up for the internet plan to trigger the cell phone plan. He assured me he would immediately cancel the home internet contract and I'd continue having cell phone coverage. On 2/14/23 I received an email that home internet equipment was being shipped to my old address where I no longer lived. I contacted Comcast to let them know I did not want home internet and that the equipment had been sent to a building where I no longer lived. In April 2023, I cancelled my entire Comcast plan that day and got a cell phone plan with a new company. Comcast began contacting me soon after via phone and email asking me to return the home internet equipment that was sent to me in error in February 2023. I contacted Comcast and explained the situation and a woman assured me that my account had been notated and would not be receiving further communication from Comcast. However, in July ***************************** again and have not stopped. I do not have the equipment they are requesting, I was never in possession of the equipment, and most importantly I never stated that I wanted the equipment they are requesting. Comcast is a multi-billion dollar corporation and I am a public school teacher. The fact that they are bullying and harassing me for equipment that means nothing to their bottom line is ludicrous. I have spent hours trying to remedy this situation.

  Business Response

  Date: 07/12/2024

  
  July 12, 2024
  
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              1991 *********************
              ***********************
  
  Service Address: ************************
                            ***********************-1009
  
              Case Number:                      21910254
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Upon receipt of the complaint an account review was completed which confirms on February 14, 2023, ************** ordered **** Gigabit by Xfinity speed tier Internet for a promotion monthly rate for 12/months February 19, 2023, through February 18, 2024, and the xFi Complete security EMTA/modem package at a complimentary rate for 24/months via the Xfinity website effective February 19, 2023, through February 18, 2025. The **** device and xFi Complete EMTA/modem were ordered by ************** as a self-installation and a Get Started Kit was ordered. The equipment was placed into service on the account February 19, 2023. Any additional equipment, service, tax, or fee is billed separately and subject to change with 30-day notice.
  
  Due to the age of the online order,I am unable to confirm if the equipment was delivered via **** The account does not reflect any reports of missing equipment. On May 12, 2024, ************** contacted ************* via the *********** and requested a voluntary disconnection of service. During the call ************** was provided with instructions to return the equipment which is when ************** provided the only report of missing equipment. ************** made a payment on May 10, 2024, for service through May 12, 2024.
  
  On June 28, 2024, I spoke with ************** and advised her I had removed the two pieces of unreturned equipment and ancillary fees and advised I would investigate the balance further. On July 4, 2024, I communicated with ************** regarding a refund and confirmed Comcast records indicate that ************** is due a refund for an overpayment of service and confirmed that it will be received within 30-days. We will follow up with ************** to ensure receipt of the refund.
  
  I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred my mobile service from **** to Comcast. I spoke with a Comcast salesperson named ******* on ************. She told me that I could trade in my iPhone for a new iPhone 15 Plus and have service for both my iPhone and iPad for $43 bucks (bottom line) and that after 1 year that the price **** increase to $50. Having been longtime Comcast customer for ********************, **********************, etc., I accepted the terms on the recorded telephone line and my service was switched from **** to Comcast.Now, I have been charged more than $75 (without tax) for mobile service and when I called to inquire about the bill, Comcast is trying to renegotiate the price with promotions that are more than what I agreed to on the initial recorded call with *******. Worse, they are now saying that they cannot find the recorded call. This seems a bit unsavory because I entered an agreement on that recorded call and made a purchase based on that information, and now they are reneging and saying that can't find the call.I either want the $43 plan that I agreed to, or a full refund for my iPhone 15 *** and the ability to take my mobile service elsewhere without financial penalty. Additionally, many technical problems ensued and they are still not corrected. To date, I still cannot call my cellphone from my landline (which is also supported by Comcast) so if someone is in my home and calls me from my landline, they will be sent straight to voicemail on my mobile phone and I will not have a missed call on my mobile phone. Last, this company has horrible customer service and doesn't follow up with problems/issues and you are often dealing with a language barrier when speaking with customer service representatives. I am English speaking and find that the communications difficult with many representatives. This is difficult if you add the fact that the business practices seem unfair.I appreciate any help you can provide.

  Business Response

  Date: 07/17/2024

  
  July 17, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:                      Case Number:                      21910107
              Date of Notice:             June 27, 2024
  
  
              ***************************
              ********************
              **************, MD 20774
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On April 30, 2024, ************** established mobile services by purchasing an Apple iPhone 15 Pro *** with a 24-month device payment plan, enrolled in an unlimited plan. She also added a BYOD Apple iPad Pro 12.9 inch enrolled in the unlimited plan.
  
  The line qualified for the Trade-in offer by trading in an Apple iPhone 13 Pro ***, 256GB; the promotional credit will be delivered over 24 months. 
  
  There is a one-time line set-up fee per line established was also charged reflected on the billing statement issued on June 4, 2024. There is no record of mobile services being $43 per month for 12 months.
  
  I spoke with ************** on July 5, 2024, and reviewed the above information. On July 1, 2024, a one-time courtesy credit was applied account due to the confusion regarding the mobile bill charges. On July 15, 2024, an Executive Customer Relations specialist spoke with ************** to address her service concerns. However, ************** is traveling and was not able to provide us with additional information to address her calling/service concerns. ************** was provided our contact information for when she returns. We 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 Resolutions
  
  

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: **************** Based on my contract, I was supposed to receive a speed of 500 Mbps, but as of today, the maximum speed I could get is 230 Mbps. In the past 24 hours, I have talked to over 30 agents and they only and only wasted my time. They brought an excuse that my device was not compatible while I could get 1 Gbps on the same device. Apart from that, I tested the same device on another network and got a speed of 800 Mbps. Xfinity is in a breach of contract.Apart from fixing the issue, I am looking for compensation due to all the inconvenience the Xfinity team caused.

  Business Response

  Date: 07/05/2024

  July 5, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:       *************************
              , CT 06513
  
              Case Number:                      21909939
              Date of Notice:             June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  I spoke to ************** on June 27, 2024, and created a service visit. The service visit was completed on July 1, 2024, during which an outside drop connector was replaced, resolving the immediate issue. On the same day, I provided a follow-up call to confirm that the service was working. ************** mentioned that his wireless speed test was showing lower speeds than desired.
  
  On July 3, 2024, I made another follow-up call to **************, and he confirmed that the issue was fixed after he purchased a wireless extender. As of July 5, 2024, ****************** equipment is reporting a signal within the range for normal operation.
  
  With Respect to Mr. ****** request for compensation due to inconvenience. At this time, Comcast has respectfully declined compensation regarding this matter. 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
  
  

  Customer Answer

  Date: 07/14/2024

  I ended up buying a WiFi signal booster to fix an issue within Xfinity networks. I was also told that if I agreed to enter my bank account information and enroll in autopay, I would be eligible to receive a $10 discount. I did so but a few days after that, I was told that I had been provided with false information and no discount for autopay could be granted. That's called unfair and deceptive practices. Frontiers is giving a 1 Gbps internet service for $29.99, but I am paying $45 for 500 Mbps I should buy a WiFi signal booster to ensure that I can get that 500 Mbps.
  I also do not know why I have not been given enough time to respond to the company's response. The case was closed when we were still in communication.
  

  Business Response

  Date: 07/23/2024

  
  July 23, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************;
  **********************
  
  
  Re:   *************************
           CT 06513
  
           Case Number: ******** - Rebuttal
           Date of Notice: July 15, 2024 
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding the Xfinity service.
  
  Customers enrolled in AutoPay and EcoBill paperless billing and who subscribe to an eligible package may qualify for an additional monthly billing discount. The discount will begin within 45 days. Depending on the timing, the discount may not always appear on the next statement but will appear on the following bill. The amount of the discount is determined by the AutoPay payment method, either directly from a checking/savings bank account or a payment made from a credit/debit card.
  
  Regarding the service concern, Xfinity records show on July 1, 2024, a service visit was completed wherein the technician diagnosed and resolved the issue by replacing the drop connectors. On July 5, 2024, ****************** enrolled in AutoPay but not EcoBill to receive the additional discount. On July 12, 2024, a service adjustment was applied to the account and will be reflected on the August 7, 2024, billing statement.
  
  On July 16, 2024, I spoke with ****************** who advised the service was working. I advised ****************** of the aforementioned information regarding additional discounts on his monthly rate. I sent ****************** the link to enroll into EcoBill on July 16, 2024. To date, ****************** has not enrolled in EcoBill, therefore the discounts mentioned cannot be applied to his account. I tried to reach ****************** after our conversation on July 16, 2024, to see if assistance would be needed to enroll in *******. My attempts have been unsuccessful. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/24/2024

  [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: 21909939
  
  I STRONGLY reject this response because I received a voice message asking me to call a number, which I did but got no response. Then, I received an email and I replied to that email and got no response. I clearly indicated that the system does not allow me to switch to a paperless bill, but since the Xfinity team wants to twist everything and show that they are innocent, rather than manually changing it, they have not done anything. Surprisingly, every time, they bring a new excuse to avoid applying the discount. I provided my bank account info (on the phone) and I was told that "I was all set". A month after that, I was told that no, I should do something else. When the business cannot train their employees properly, why should my time be wasted and receive false information??
  
  On June 17th, a technician sent by the Xfinity ***************** came to my house and checked the internet, and after an hour of checking everything said, my signal was weak due to some technical problems and I needed to buy a Wi-Fi signal booster. I talked to a gentleman on the phone from the Xfinity ***************** and he said, I could buy a Wi-Fi signal booster and then, get reimbursed. I did it and I was told that by the end of June 17th week, I would see that credit on my account. It has been all lie caused after over a month, both were credited. I should not pay from my pocket for something that Xfinity should fix. 
  
  These two are more than enough to show there is an "unfair and deceptive trade practices" case here. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/07/2024

  "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied"

   

  How come? Business did not respond. The last response was in June 2024. How do you know that the business addressed the issues while THEY HAVE NOT DONE ANYTHING.

• Initial Complaint

  Date:06/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/08/2024

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

  Customer Answer

  Date: 07/13/2024

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

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

  
  

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/17/2024

  
  July 17, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  *********************************
  *******************
  
  Case Number:21909411
  Date of Notice:June 27, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On June 16, 2024, ************** contacted Xfinity about the loss of their Apple iPhone 14 Plus. On this date a ******** moto g 5G - 2024, 128 GB Sage Green IMEI ending in 4876 was purchased. The device was delivered to the address on file on June 19, 2024, the device was activated on the account on June 20, 2024.
  
  On July 1, 2024, I spoke with ************** and apologized for the length of time it took to resolve her activation issue. I explained we will not be able to accommodate the request and provide her with a refund as compensation for time spent resolving her device activation issue. ************** asked if we could give her a new phone for the inconvenience, that request was denied as well.
  
  I confirmed that a ticket was submitted on June 26, 2024, to request a refund to be provided as compensation. The ticket was closed, and no refund was provided as it was not warranted. I explained to ************** that we would not be able to honor a refund as it is not warranted; however, I offered a onetime courtesy credit, which ************** accepted. On July 1, 2024, a credit was applied to the June 27, 2024, billing.
  
  I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  Desire S.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 07/17/2024

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

   

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

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

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

  
  

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/09/2024

  
  July 9, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:*******************************
  *****************
  ********************
  
  Case Number:21906071
  Date of Notice:June 27, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  On July 3, 2024, I spoke with ******************** and confirmed ******************** is currently subscribed to ********** and Connect More internet service, which includes: Sports and News, Kids and ************* ************** Streampix, Basic Cable, HD service and twenty hours of DVR recording, and Connect More internet service. The promotional price is effective from February 29, 2024, through February 28, 2026. On March 1, 2026, the monthly price will increase to the second-year price and will end on February 28, 2027, at which time the retail rate will apply. Additional monthly charges include: a leased modem, 2 TV boxes and **** Taxes and fees are not included in the package price. 
  
  I explained to ******************** that a billing statement was generated on February 27, 2024, for the service period beginning on February 29, 2024, and ending on March 28, 2024. Another billing statement was generated on March 24, 2024, for the service period beginning on March 29, 2024, and ending on April 28, 2024. We did not receive ******************** payment until April 2, 2024. This caused an overdue balance to go into the next payment cycle. 
  
  On April 24, 2024, a billing statement was generated for the service period beginning on April 29, 2024, and ending on May 28, 2024. We received a payment from ******************** on May 10, 2024. This payment was less than the amount due. Another billing statement generated on May 24, 2024, for the service period beginning on May 29, 2024, and ending on June 28, 2024. We received a payment from ******************** on June 11, 2024. This payment was also less than the amount that was due on the account. 
  
  On June 24, 2024, a billing statement was generated on June 24, 2024, for the service period beginning on June 29, 2024, and ending on July 28, 2024. This payment was also for less than what was due on the account. I explained to ******************** that while he made consistent payments to the account, the amount of each payment was not enough to cover the amount due. I provided the current balance on the account to ********************. ******************** was not pleased with the information that I provided to him and disconnected the telephone call. 
  
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ************.
  
  Sincerely,
  
  
  ******************
  Xfinity Executive Customer Relations

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/11/2024

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