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 Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5 Bellecor Dr New Castle, DE 19720-1763

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast, Inc.

  2505 S Industrial Hwy Ann Arbor, MI 48104-6129

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.

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

  Business Response

  Date: 07/11/2024

  Tell us why here...
  July 11, 2024
  
  
  BBB of ******************* & ********************
  1880 **********************************************************************************************************************************
  
  Re:       *************************
              , TX 77459
  
                Case Number:                    21905449
              Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Comcast records indicate that on January 16, 2024, the residential line of service was deactivated per Ms. ******** request. I explained as stated in the service agreement, when a customer maintains at least one core ********************** service (Xfinity TV, Xfinity Internet and/or Xfinity Voice), the line-access fee is waived for each line of service on the customers ********************** account. I explained that since the residential service was deactivated on January 16, 2024, she is responsible for the line access fee.
  
  On July 1, 2024, the mobile line ending 4453 was deactivated when the line ported to a new service provider.
  
  ***************** was also advised of the remaining device balance and once the device has been paid in full the device can be unlocked. ****************** inquired about returning the device since she no longer needs it, I explained that she has exceeded the allotted return/exchange timeframe and is unable to return the device.
  ***************** attempted to reestablish service with Xfinity Mobile however the number has ported out and she no longer has an active residential account to initiate service. I advised that she is unable to reestablish service. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations
  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought over three lines to Xfinity from ******* and was supposed to get three $100 gift cards, to date Ive gotten one and the customer service people are no help and this has been almost a year

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ***************************
              ***** Lambrusca Drive
              **************, ********
  
                Case Number:                    21905402
                Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************.
  
  On July 19, 2023, ******************* ordered three eSIMs for an Apple iPhone 13 ************** and two iPhone 14 **************s. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive a **** Prepaid Card provided they satisfied certain requirements. To qualify for the promotion,customers were required to bring their own device and port their number over to Xfinity Mobile from a participating carrier and maintain their account in good standing without experiencing any interruption in service within a specified time frame.
  
  ******************** satisfied the promotional requirements for all three devices, but ****************** expressed that he only received one **** Prepaid Card. On July 1, 2024, I applied a credit,equal to the value of the missing promotions, to the account in lieu of the promotions.
  
  Upon receipt of this complaint, I contacted Mr.Philips and explained the above information. Should you have any questions or need additional information, please contact me at *****************************-2973.
  
  Sincerely,
  
  
  ********
  Xfinity Mobile Specialist
  
  
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       ****** *************************
              *********************************
              ************, ********
  
                Case Number:                    21905284
              Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** *************************.
  
  On February 11, 2024, ******************** purchased a ******* S24 Ultra device. At that time, Xfinity Mobile offered a promotion through which eligible customers could qualify to receive monthly device payment credits for 24 months, provided they satisfied certain requirements. To qualify for the promotion, customers were required to purchase an eligible device on a device payment plan, add a new line or upgrade an existing Xfinity Mobile line, and trade in an eligible device. If the line is canceled, voluntarily or involuntarily, or device payments are accelerated,credits associated with device payments are lost.
  
  ******************** did not satisfy the promotional requirements because the trade-in device was not received within the 21-day return period. The device was received on March 7, 2024. The device was marked as received late and damaged.
  
  ******************** did not receive the original device back after it was deemed ineligible. As a result, the amount charged for the device balance was refunded.
  
  Upon receipt of this complaint, I contacted ******************** and explained the above information. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  Regulatory Specialist

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/09/2024

  
  July 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:   ***********************
           3053 Open Fields Court
           **********, ** 30078
  
           Case Number: 21905227
           Date of Notice: June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On July 1, 2024, I spoke with *********************** and explained the new service set up and self-installation process. I confirmed that he was able to set up an online order that day with an effective date of July 7, 2024. The order is currently pending with an effective date of July 12, 2024. On July 1, 2024, approval was provided by web for a 12-month discounted rate for the *********** and Connect More Internet with a 12-month term agreement. The term agreement and promotion will start once the order is complete. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****** (************
  Executive Customer Relations
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity Internet Cable from the Back of the yard to the side of the home has been exposed to all weather since May 2023. Called end of May for a splitter to be installed and also a workorder was submitted. Third Party sent out early June 2024 and did not fix the issue. June 26th, third party was sent out again, issue still not fixed. The cable is orange and exposed and has yet to be buried from the back of the cable box in back yard to the side of the house. Each time Third Party is being sent out, proper wrap to wrap around the exposed cable and for it to be buried, IS NOT COMPLETED!!! I have requested to be contacted prior to third party or by xfinity when arriving on site, NO CALLS. This cable needs to be replace, properly wrapped and buried, marked with flags too and not being done.

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  
  BBB of ******************* & ********************
  *********************************************************************************************************************************************************
  
  Re:       *************************
              *************************
              ******,CO 80831
  
                 Case Number:                     21905142
              Date of Notice:             June 26, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau, by *************************, regarding Xfinity service.
  
  I attempted to contact ***************************** via telephone and email several times. However, my attempts were unsuccessful. In order to resolve this matter, contact with **************** is necessary.
  
  Upon review of Ms. ******* account we do not reflect any record of any missed appointments. I apologize for any inconvenience that *** have been caused, while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations
  
  

  Customer Answer

  Date: 07/21/2024

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

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

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

  
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/15/2024

  
  July 15, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  ******************************************************************************************
  
  Case Number:21904779
  Date of Notice:June 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  I made several attempts to contact ************** via telephone and email. Although I was unable to reach **************, a review was completed on the account. We do not have record of **************** request to disconnect the account prior to June 26, 2024. Our records indicate on March 24, 2024, ************** set up a 12-month installment plan to pay the past due balance on the account in monthly increments. On March 24, 2024, ************** was sent a confirmation email regarding the installment plan and the first installment charge reflected on her April 24, 2024, billing statement. 
  
  On May 21, 2024, a payment was received and applied to the account; however, it was not enough to satisfy the full past due balance. On June 21, 2024, **************** services were suspended due to non-payment, and the account was fully disconnected on July 11, 2024, with an effective billing date of June 26, 2024. On July 11, 2024, a credit was applied to the account for services from June 21, 2024, through June 26, 2024. This credit will reflect on the final billing statement, dated July 11, 2024. ************** will receive a final billing statement which will include the remaining balance due from the installment plan as well as charges for services prior to the disconnection of the account. I apologize for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/12/2024

  
  July 12, 2024
  
  
  Better Business Bureau
  ******************************************************************************************
  
  Re:   *****************************
          ****************
          Washougal, WA 98671
  
          Case Number:    21904383
          Date of Notice:   June 26, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Ms. ***************************** regarding Xfinity Mobile service.
  
  I spoke with ******************** on June 28, 2024, about being charged for the Xfinity Mobile services that she never activated. After reaching the account, I confirmed that ******************** called in on April 18, 2024, inquiring about Xfinity mobile services. SIM cards were activated on April 28, 2024. I explained to ******************** that your billing cycle starts the day you activate your device or seven days after your device ships (assuming it's delivered successfully), whichever comes first. Per our Customer Agreement, all services ordered, regardless of activation status, will begin being charged when shipped or when purchased in a retail store.
  
  We confirmed that ************************ lines were deactivated on April 28, 2024. I advised ******************** that the charges are technically valid, but as a courtesy, a credit was applied on June 14, 2024, to generate a refund on the account for service charges. ******************** will see the credit on June 14, 2024. On June 28, 2024, I also applied a credit for the remaining amount that ******************** paid on June 14, 2024, which generated a refund for that amount. ******************** will see the credit on June 28, 2024. On July 6, 2024, I confirmed that all refunds had been received. On July 6, 2024, I removed the credit card that was attached to the account. I apologize for any inconvenience and overall experience while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ******************
  XM Executive Resolutions
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/12/2024

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

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/01/2024

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

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/16/2024

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