Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

• 

  Comcast, Inc.

  41112 Concept Dr Plymouth, MI 48170-4253

• 

  Comcast Corporation

  PO Box 8009 Plymouth, MI 48170-8009

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: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.

  6-24 I tried to lower my bill with Xfinity, by canceling my home phone. She said my bill would be $82.00 a month and they would send me a cell phone with the number of my home phone. I did.t want it because we have a cell for my husband and myself. She insisted it was free and the only way we could do this. I kept asking if there was a charge of any kind. She said it was completely free. they took money out of my account with out my permission. And said they will take out $22.00 a month for 24 months. They would not budge on this. Have had Xfinity for 17 yrs and this is what I get for being a loyal customer. Please help

  Business Response

  Date: 07/16/2024

  July 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***************************
               ******************
               **********,IN 46385
  
               Case Number:                      21906524
               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 ***************************.
  
  ****************** is not an authorized user on the account in question. ****************** would need to be added to the account as an authorized user by the account holder before any information can be discussed or released via phone or email.
  
  On May 1, 2024, ****************** purchased a ******* Galaxy A35. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled,voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.  
  
  ****************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  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:

  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 Comcast ********************************* service to my place, for years. However, Nov 28 2021, came to my attention my Comcast costs had skyrocketed. I contacted Comcast & told my "initial Conctract period" expired, and monthly costs changed. I explained I had no warning, No notice communication advising me of this. Comcast Rep explained that every customers responsibility to know dates our contracts ends, & that they do not notice us. However, I had my account set on auto-pay, I had a bookkeeper doing my books who failed to bring to my attention change in cost, so, when i had learned this, Comcast had more than doubled what they took out of my bank for over year already. I was furious,right then I cancelled TV service, but needed time to review & find an internet provider in area. I do not have an exact date, but within 1-2 months, two other occasions I contacted Comcast by telephone & cancelled internet services, once I had a new **** Fiber Optic in place, within ***** days of November 28th, 2021- I fired my bookkeeper this past January 2024, and June I sat at books to reconcile first two quarters, I was shocked to see that every month since January of 2022 Comcast has been pulling out nearly $300 a month from my bank account! I opened my ******************** Portal & right on front page my portal it said "No Devices Attached" to the modem- I contacted Comcast, I spent two hours on phone w/Rep explaining I had not used service for years, nothing attached to my Modem- I had called, twice myself to terminate service, yet Comcast has taken excess of $11,400 out of my bank account! There own online portal confirmed no devices attached, I failed to return modem, it was plugged in the wall- but not connected to anything- I told Comcast I would be happy to pay a late fee for not returning the modem- or buy it in full, however, I demand a refund for years of unused services- I had another service Comcast says was usage, which is impossible- they have not refunded a dime to me!

  Business Response

  Date: 07/05/2024

  July 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:Pet Life 
  ****************************************************************************************************************
  
  Case Number:21906331
  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.
  
  I made several attempts to contact Ms. ******************* via telephone and email. Although I was unable to reach **************, a review was completed on the account. Our records indicate that ************** spoke with support on June 4, 2024, and requested the disconnection of her business account. On June 4, 2024, ************** signed the disconnection form. 
  
  As a courtesy, the account was backdated and disconnected with a bill stop date of January 1, 2024. The backdate provided the account a credit for service from January 1, 2024, through July 12, 2024. The credit balance was refunded back to ************** on June 21, 2024. Please be advised billing on this account is accurate. 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 
  

• 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.

  Ive been a customer for 6 years im so frustrated with the services I've received. I called xfinity to get a due date extension, because unfortunately I am waiting for my FMLA payment. I was granted the extension, the rep then told me they could decrease my bill by changing my internet i said. at no time did the rep state that my package would be changed. Once the call was over i realize my entire package was changed. All of my premium channels was gone, ******* was gone. I was a big mess. I had to log onto to chat (because i can never reach a live person) i had to chat with maybe 5 people within a 72 hr timeframe. At this time i think my package has been restored to what it was. But since this mess up happened my bill jumped to over $1000. Initially i owed I think $380 past due with my next bill due July 8th. and that was $300 (i dont know the exact number) now its close to $1100 owed! this need to be fix. The other issue is, my sound and picture has been freezing on screens. That has never happened. I understand why xfinity uses chat for work from home purposes but they need live agents to assist some customers

  Business Response

  Date: 06/27/2024

  
  June 27, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  3584 Juneway
  *******************
  
  Case Number:21906277
  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 *******.
  
  On June 27, 2024, I spoke with **************** regarding a billing and ******* concern. Our records indicate that **************** previously subscribed to the Super Double Play, Starz, DVR *******, ******* Premium Upgrade and had three cable boxes and xFi Complete at retail rates. 
  
  On June 19, 2024, **************** accepted *********** and Gigabit Internet at retail rates. The modem was changed from xFi complete to a rental modem and the cable boxes were unchanged. On June 19, 2024, **************** added on MGM+, **** Xfinity StreamSaver at retail rates. 
  
  On June 23, 2024, **************** accepted a 12-month promotion for *********** and Superfast Internet effective June 23, 2024, through July 20, 2025, after which retail rates would apply. **************** also added Starz and DVR ******* at retail rate and had a fourth cable box mailed to her which had a onetime shipping fee. The existing three cable boxes, modem, MGM+, *** and Xfinity StreamSaver were unchanged. The fourth cable box was delivered on June 25, 2025. 
  
  In speaking with **************** on June 27, 2024, she indicated the fourth cable box was not needed and that she would be returning it to her local Xfinity store. I applied a credit to the account to compensate for the prior shipping fee for the box.  The changes of ******* made between June *****, 2025, along with prorates from the change in ******* and the credit I issued will reflect on the July 16, 2024, billing statement. 
  
  On June 20, 2025, **************** made a payment arrangement to pay her past due balance on June 26, 2024. However, payment was not received. On June 27, 2024, Ms. ******* ******* was suspended for nonpayment. On June 27, 2025, ************** made a one-time payment to restore ******* and set up automatic payments which will next draft on July 9, 2024.  
  
  Regarding Ms. ****** ******* concerns, I reviewed her account and confirmed that all signal levels to the equipment in the home are within specification, except for the fourth cable box which has never bene hooked up and that **************** will be returning to Comcast.  **************** declined the offer of a ******* visit and stated she will contact Comcast should she wish to schedule a visit in the future. 
  Please be advised the billing on this account was accurate at that time. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ******************
  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.

  My name is *********************** I recently contacted xfinity on 6/25/24. My account# is ***************. I called retention to discount my service or try to lower my internet bill because my internet service moved from me paying 50 to 80 to 120 which is crazy. ******* is offering me 1gig for far cheaper. The rep said he can give me 800 for 78 I agreed I call back today and my service was downgrade this is false advertisement. I ask to speak to a manager he said hold on and came back with that promo as if the management ok the change. If he could not match what ******* was offering he should have said so. I'm highly dissatisfied and don't want to be tied into no contact that was not what I was promised.He also agreeto back date the serviceso I didn't had to pay the 120 Someone needs to pull the call or train him better I'm switching to ******* and will be calling back to cancel my service.

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *************************
              , NJ 07205
  
              Case Number:                      21905892
              Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On July 5, 2024, I spoke with ****************** regarding a billing concern. Our records indicate that due to an office error, Ms. ******** account was downgraded from Performance Pro Internet at retail rates to the Connect internet at retail rates. ****************** wanted to increase her internet speeds rather than downgrade the speed.
  
  On July 5, 2024, ****************** accepted a 36-month transitional promotional rate for the Superfast internet. The year one and year two rate for the promotion is valid from July 5, 2024, through July 24,2026. On July 25, 2026, the rate will transition to the year three rate which is valid until July 24, 2027, at which time retail rates will apply. In addition, due to Ms. ******** account being enrolled in Automatic Payments and Paperless billing, which was effective July 5, 2024, and valid while enrolled. The account receives a monthly Automatic Payment and Paperless Billing discount. The promotion includes a 12-month term agreement which is valid from July 5, 2024,and valid until July 5, 2025. The term agreement subjects ****************** to an early termination fee if account is fully disconnected prior to the end of the term agreement period.
  
  On July 5, 2024, I also applied a credit as a courtesy. The credit will be reflected on the July 20, 2024, billing statement. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required for resolution in this matter. If you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
                Executive Customer Relations

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my iphone 12 for an iphone 15. They canceled my original online order and made me redo the order.They couldn't add my phone as a trade in to get the $600 promotion. So they gave me $400 in credits on my bill over 24 months. Then they took my phone and told me Assurant would send me a check for $159. I have called, visited the store, talked on the chat. The agents have wasted hours of my time. Nobody tells me anything. All I know is that they received the device on April 28th and they said the phone is worth $159.62.On June 26th, they gave me a phone number for assurant that led me to a ************************** I talked to someone from Assurant on chat. They said they're waiting for a quote from Xfinity. I finally got a hold of someone and they said that they're still evaluating my device and it would be a week at *** to get my check. I don't believe them. My case numbers are:ECM0007804197 and ********

  Business Response

  Date: 07/05/2024

  
  July 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:                         Case Number:                      21905846
                  Date of Notice:                 June 26, 2024                                                       
  
  
              *******************************
  ******************************************************* B
  **************************
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *******************************.
  
  On April 16, 2024, ****************************** initiated Xfinity Mobile service when he placed an order for a iPhone 15. Xfinity Mobile offered a promotion through which eligible customers could qualify to receive up to $830 off their device payment plan and a check for the trade in value of the device sent in, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a new iPhone device and trade in a qualifying device.
  
  ******************************* did satisfy the promotional requirements as the iPhone 15 was purchased and a iPhone 12 was sent in. 
  
  Upon receipt of this complaint, we contacted ****************** to discuss his concerns and apologize for any inconvenience or frustration he experienced. I advised that a check for the amount was reissued on June 7, 2024, as the initial one was not received.It is unclear why the first check was not received as it was shipped to the service address, we have on file. I informed ****************** these checks are sent by our partner Assurant and can take up to 30 days to be received. I advised her I would follow up once the 30 days have passed.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions
  

• 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.

  On 5/29/24, I was offered a way to receive ***** credit on my cable bill, bringing it to ******, locked in for 2 years. I am now being told that was misinformation. In order to do so, I needed to accept an offer for a free mobile phone, for which service would be free for 2 years. I am now being told, that was also misinformation as it is only free for 1 year. I took extensive notes during my conversation regarding all these specifics, and my boyfriend was witness to the conversation. Trust me when I say I am not an easy sell, but after hours of reviewing the offer and jotting down the specifics, the deal sounded too good to be true, but I went for it. Big mistake!!!! What makes it worse, is that for days, I have been told a supervisor would call me. If course, never happened! I am currently on hold, once again, with Xfinity. The communication is sorely lacking. As soon as I ca get away from this company, the better. I have been with them at least 26 years, but I have had it!

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  Better Business Bureau
  **************************************************************************************************************************************************
  
  Re: *********************
                ********************; 
              , MA 02720
                 
               Case Number:                 21905809
  Date of Notice:         June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau ***************************.
  
  On June 2, 2024, ************** purchased a ****** Pixel 8. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase a qualifying device on a device payment plan for 24 months and port in a number from another carrier within a specified time frame. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lost.
  
  ************** satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines. 
  
  Upon receipt of this complaint, I contacted ************** on July 2, 2024, and explained the above information. I informed ************** that it can take up to 30 days for the promotion to apply. I confirmed that the promotion was applied on July 2, 2024. 
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  
  CC: ***************************
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/10/2024

  July 10,2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:      ***********************
              FL 32301
  
              Case Number:                      21905771
              Date of Notice:                     June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 1, 2024, I communicated via email with *************************** regarding an early termination fee concern. On May 16, 2024, the account was billed valid early termination fees due to the account being disconnected and not meeting contractual agreement. On November 18, 2023, *************** agreed to a promotional rate for Gigabit Internet with a contract agreement from November 18, 2023, through November 18, 2025, which included contract discount, which would have ended on November 17, 2025. The account also had, and automatic payments discount including paperless billing. The remainder of your discount 3rd year rate would have ended on November 17, 2026.XFI complete monthly rate included a 24-month service discount that would have ended on November17, 2025.
  
  The 24-month term agreement indicates if you cancel service because you move your residence to a location outside a Xfinity serviceable area, you will be charged an early termination fee for the remaining term of the contract. The early termination fees are valid.
  
  On May 15, 2024, the account was submitted for disconnection with a bill stop date of May 15, 2024, which was completed on May 15, 2024. As a courtesy, a credit was applied to the account on July 1, 2024, and will appear on the billing statement dated July 15, 2024. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service after 3 years and they are trying to charge me a $130 cancel fee. I did not sign any contract. In addition, the service was not good and did not live up to what I was promised.

  Business Response

  Date: 07/10/2024

  July 10, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:*********************************
  **********************************************************;
  *************************
  
  Case Number:21905657
  Date of Notice:June 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On June 27, 2024, I spoke with ************************************* and confirmed he was subscribed to a 24-month agreement for Gigabit Internet at a promotional rate. Additional services and the modem are not included in the promotion price. The offer was subject to a 24-month term agreement effective March 30, 2023 through March 30, 2025. This package was effective April 18, 2023, and will expire on April 25, 2025. 
  On March 30, 2024, ************************** successfully went through the customer approval process and provided his consent via text message.
  
  On May 3, 2024, we complied with a request made by ************************** to end the 24-month agreement. As a result, the early termination fee applied to the account on May 4, 2024, leaving a final balance owed. On May 14, 2024, a credit card payment posted to the account leaving a zero balance.
  
  On May 18, 2024, a chargeback posted to the account leaving a balance owed, and on June 23, 2024, the final balance was charged off to collections. Please be advised the billing on the account is accurate. As such, the request for compensation is unjustified and has been respectfully denied. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:       *************************
              FL 33426
  
                  Case Number:                      21905623
              Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  On July 1, 2024, I communicated via email with **************** regarding a billing concern. Our records indicate that on May 29, 2024, **************** signed up for service using xfinity.com and agreed to a 12-month contractual agreement for Connect More Internet, at a promotional rate. The offer included a contractual agreement effective June 1, 2024, to June 1, 2025. Additional services, taxes, fees, and equipment are not included as part of the pricing and are subject to change. The account received a self-service discount with enrollment in automatic payments with a linked bank account and paperless billing. **************** opted for a self-installation and picked up the Internet equipment from a Xfinity Retail Store on June 1, 2024.
  
  On June 1, 2024, *************** contacted Xfinity regarding a failed self-installation and an appointment was scheduled for June 3, 2024. On June 3, 2024, the service visit was rescheduled to June 8, 2024, due to no access after it was determined that a multi-dwelling unit (***) rewire was necessary. On June 8, 2024, the service visit was rescheduled to June 14, 2024, and was then cancelled on June 8, 2024.On June 3, 2024, a special request order was created to complete the required *** rewire on June 7, 2024. On June 7, 2024, the special request order was completed during which the *** rewire was completed.
  
  On June 8, 2024, a failed self-installation appointment was scheduled for June 9, 2024. On June 9, 2024,the appointment was marked as no access and placed on hold. On June 14, 2024,the appointment was cancelled at **************** request. On June 14, 2024, *************** requested to disconnect the account effective immediately. The disconnection was completed on June 14, 2024, with a stop billing date of June 14, 2024. The disconnection generated a credit prorate for service June 14, 2024, through July 2, 2024,which reflected on the July 14, 2024, billing statement.
  
  The billing statement issued on June 1, 2024, reflected a balance due for services billed from June 3, 2024, through July 2, 2024, with an automatic payment scheduled on June 22,2024. On June 10, 2024, a billing adjustment was applied for services billed from June 1, 2024, through June 10, 2024. On June 23, 2024, an automatic payment using the linked bank account was processed the statement balance minus the credit applied on June 10, 2024. On June 23, 2024, two billing adjustments were applied for services billed from June 11, 2024, through June 13, 2024,leaving a credit balance. The payment and credits reflected on the July 14, 2024,billing statement. A refund of the credit balance will be processed after the 15-day payment hold for bank payments has been completed.
  
  On July 5, 2024, the technical operations team confirmed that the outside wiring had been removed. On July 10, 2024, I sent **************** a resolution email. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Gay R.
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  
  Better Business Bureau
  *********************************************************************************************************************************************************
  
  Re:***********************
  UT 84404
  
  Case Number:21905495
  Date of Notice:June 26, 2024
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to your office by ***************************.
  
  The promotional offer mentioned in Mr. ******* complaint is for Comcast ******** services. If **************** is interested in setting up Comcast ******** services, he may call ************** to speak with a Comcast ******** sales agent. 
  
  Upon receipt of this compliant, I attempted to contact **************** to explain the above information, but I was unable to reach him.?Contact with **************** is required for further assistance with this matter.
  
  Should you have any questions or need additional information, please contact us at **************.
  
  Sincerely,
  
  
  *******.
  Comcast Regulatory Compliance Team