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:06/25/2024

  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.

  Three phone calls were made to resolve this issue. Each phone call involved 60 minute wait time.

  Business Response

  Date: 06/26/2024

  There is not enough information for us to locate an account. Can we please be provided the customer full address and account number? Have a wonderful day!

• Initial Complaint

  Date:06/25/2024

  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 have contacted Comcast several times between April and May of 2024 as they removed my autopay and did not process my payment. They never notified me by email or mail that a payment has never been received. After calling them back and setting up the autopay again I was assured by their members that the late fee would be removed and refunded on my June 2024 bill and that my bill would remain the same as it as been about $130 taxes and all included in that price. They said they could not refund my credit card but would have to wait until the next billing cycle. My June bill is $140 and I was not refunded my late fee or excess premium paid for my last billing cycle. I talked to several reps that were foreigners and assured me that I would be refunded and that my new bill would be correct. I tried contacting Comcast several times after I received my June bill as it was not right and would have to dispute it again. Their phone service is horrible and the automated system will not let you speak to a customer rep. ** eventually disconnects the call and I am unable to get this resolved. I have spent hours trying to get this resolved with their reps in April and May and it is horrible customer service. I had a similar problem last year with a billing dispute and the customer service is awful. ** is not right that every rep I talk to has a different answer about my refund and lie about the price changes.

  Business Response

  Date: 07/03/2024

  
  July 3, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *********************
              , ** 15948
  
              Case Number:                    21902640
              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 ********************* regarding Xfinity service.
  
  On June 27, 2024, I spoke with *************** and confirmed that his account was removed from automatic payments on March 16, 2024 because his payment was declined after three attempts. We notified ****************** via email on March 12,2024 and on March 17, 2024 that his payment was declined.
  
  On March 17, 2024, a late fee was applied to ****************** account because we had not received a payment from **************** since February 11, 2024. On April 17, 2024, another late fee was applied to the account.
  
  On April 15, 2024, the code for the automatic payment and paperless discount was removed from the account because ****************** account was removed from automatic payments.
  
  On May 5, 2024, ****************** account was disconnected for non-payment. His service was restored the same day because he had made a payment arrangement. On May 7, 2024, reconnection charges were applied to the account.
  
  On May 9. 2024, a credit was applied to ****************** account for the late fee that was applied to the account on April 17, 2024.
  
  As a courtesy, I reversed the late charge from March 17, 2024 and applied a credit to the account for the reconnection charges. The credit will reflect on the July 17, 2024 billing statement.
  
  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 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 Executive Customer Relations
  
  

• Initial Complaint

  Date:06/25/2024

  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 called Comcast Business Mobile to confirm that no one could call and make changes to my account besides me. I was told that absolutely no one could. Later that evening a future exwife called and deactivated one of the lines and then in a couple days had the number transferred to a different carrier

  Customer Answer

  Date: 07/05/2024

  I get emails pertaining to this issue asking me to call but never get them to answer. *** left voicemails asking for a return call that Ive yet to receive. 

  Business Response

  Date: 08/09/2024

  
  August 9, 2024
  
  
  BBB of ******************* & ********************
  **********************************************************************************************************************************************
  
   
  Re:   ***************************;
           **********************
           *********, MS *************************        File Number: 21902391
           Date of Notice: June 26, 2024
  
  To the Better Business Bureau:
  
  This letter responds to the above-referenced complaint submitted to your office by *********************************.  
  
  After learning that ****************** had not authorized the port of his Xfinity Mobile telephone number, Comcast assisted ****************** in returning the telephone number to his Xfinity Mobile account.  
  
  Comcast is still investigating Mr. ******** concerns and will contact the customer to determine the next steps. 
  
  
  Sincerely,
  
  
  Customer Security Assurance
  ************
  
  

• Initial Complaint

  Date:06/25/2024

  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 recently placed purchase order for a new phone online and noticed that my address still had the wrong Apt.#. I contacted Xfinity vis chat and to have them correct my addres. I was assured by the chat rep. ** was done and I proceeded with the order. ** was supposed to be delivered o 6/25/2024 vis ***** but it was delayed because ***** label still printed with the wrong Apt. 101 instead of Apt. 107. Thus caused my package to delayed, Per *****. I contacted Xfinity and told them this all I got was a $20.00 credit for inconvenience and still had to wait 24 hours for my phone to be delivered. This is not the first time I have had this happen with them. I ordered a phone previously at the store location and gave the representative my correct address. But the order was still delivered to the wrong Apt. 101. I had to go to ***** and pick up the order within the last couple of months. This is ridiculous and I do not understand why they continue to ship my orders to the wrong Apt# when I verbally and in writing give them the correct address? Why cant anyone e get this fixed? I am consistently told by every representative I speak to to rest assured the issue has been fixed but then the delivery of my purchase fails to be delivered to me. ** gets delivered to wrong Apt#. When I transferred my internet service they to put Apt. 101. When I told them Apt. 107. I have never lived in **** 101 since I have been at this address.

  Customer Answer

  Date: 06/26/2024

  On 6/25/2024. I did a conference call with Xfinity and ****** Xfinity acknowledged the address error and confirmed my address with the correct Apt# ***. *** ***** Agent wouldn't make change without ************* account number which the customer service ********* have access to. *** ***** representative also terminated her end of the call in the middle of this conference call. Xfinity representative assured me that he emailed ***** the address change and for delivery to be done today 6/26/2024. **day is 06/26/2024 I received another update from ***** that my shipment has been delayed for delivery on 06/27/2024 by 8 PM. I  called ***** and they have not received any communication from Xfinity regarding correction of my address. My shipment continues to be delayed. ***** will not let me pick it up because of Xfinity shipment restrictions. This is costing more time on my part to continuously get on the phone with both Xfinty and ***** for a resolution the delivery of my New phone I purchased. I am requesting reimbursement for inconvenience and time that I have spent trying to rectify this matter. This is very frustrating because I took the time to contact Xfinity prior to completing my online purchase and made them aware the shipping address was incorrect; it had the wrong Apt# ***. I gave the Chat Rep. *** correct Apt# ***. I  told the Chat rep. ** fix this permanently and they assured me they did. I then proceeded with the purchase via the Chat rep.and they confirmed my shipping address with the correct Apt.*** prior to completing the purchase. Yet I still haven't received my delivery to date. It has been delayed another day. Why hasn't Xfinity contacted ***** to fix this issue? ***** representative have told me they are supposed call them or send an email to them. 

  I was given a Reference #ECM ********** by the last Xfinity representative I spoke to regarding this issue. 

  I was given refer# C-********* by the last ***** representative I spoke to today, my call to them was escalated. 

   

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***************************
  ************************************************************************************************************************
  
  Case Number:21902200
  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 *************************** regarding Xfinity service.
  
  On June 27, 2024, I spoke with ************** and confirmed her bill to address associated with her residential account was correct. I verified there was a ticket created for her on June 25, 2024, to update the address to address her Xfinity Mobile shipping concerns. I followed back up with ************** on July 3, 2024, and verified ************** received her Xfinity Mobile package. 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
  

• Initial Complaint

  Date:06/25/2024

  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 have had comcast services for a year and requested a move. They wanted to charge me double for the same services in the same state and ciyt. I then requested to cancel the services and have been transferred to at least 7 extensions and keep being bounced around without resolution. they are deliberately making theb process difficult to prevent people from **********. This has got to stop

  Business Response

  Date: 07/01/2024

  July 1, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************************
  
  Re:***********************
  **************************************************************************
  
  Case Number:21901937
  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.
  
  On July 1, 2024, I spoke with **************** and scheduled a disconnection of service effective June 25,  2024, as requested. A final billing statement will be sent on July 2, 2024. 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,
  
  
  ****************
  Comcast Business
  
  

• Initial Complaint

  Date:06/25/2024

  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.

  August 2023 I called Comcast to cancel TV services and upgrade internet to faster speed. I was told I was on high speed 800 and my bill around $100. I started receiving bills of about $125 and found that was the price with taxes and equipment. After many months passed, I received a text from comcast saying I needed to upgrade my equipment in order to get the 800 speed internet I was already paying for. I called several times and hung up because of the wait to speak with a human. A few months ago I called again determined to fix the problem, dealt with an agent for over an hour and then was "disconnected". I received no call back. A few weeks ago I called again and again was on the phone over an hour and was transferred to 6 different people, none of which resolved the issue of me paying for 800 speed and receiving 400 speed for the previous ************************************************************************ a claim for a refund and that was denied because "I didn't complain sooner". I am owed the price difference in 800 speed ( that I paid for) and 400 speed (that I received) for 10 months. Knowingly overcharging and doing nothing about it is fraud and my "not complaining" is not an excuse to ignore the problem. In my opinion, based on conversations with their agents, it seems standard practice to blow off the consumer in hopes they'll drop it.

  Business Response

  Date: 07/03/2024

  July 3, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       ***************************
              **********************
              ********, ** 17013
  
                Case Number:                    21901898
              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 2, 2024, I spoke with ************** regarding her concerns and advised the following. Our records indicate on August 9, 2023, ************** consented to the Superfast Internet package at our everyday pricing rate. This package was effective on August 9, 2023, and has no expiration as ************** was not subscribed to a promotion. Additional discounts, services, equipment charges, taxes and fees are not included in this package price.
  
  Our records indicate on September 22, 2023, the Genesis **** upgrade was completed in **************** area. On November 14, 2024, ************** was sent an automated text message advising faster speeds is available and Xfinity Gateway upgrade can be shipped.Our records indicate ************** did not respond to this message. Our records indicate that **************** next contact to Xfinity after August 10, 2023, was on January 5, 2024, where she expressed dissatisfaction with her billing, and she was provided education about the Internet Essentials plan. The next contact ************* made regarding her account was on June 16, 2024.
  
  On June 16, 2024, ************** consented to a 24-month contract for the Superfast Internet speed tier. The contract was effective on June 16, 2024, and will expire on June 16, 2026. The contract discount was effective on June 16, 2024,and will expire on June 25, 2027. On June 26, 2027, the package will roll to a 4th year promotional rate until June 25, 2028, at which time, retail rates will begin to be applied. Additional discounts, services, equipment charges, taxes and fees are not included in this promotion.
  
  Our records indicate that the Xfinity modem ************** has in her possession can support wireless speeds up to 700 Mbps. On July 2, 2024, ************** was provided education on different methods in which she can request a new Xfinity leased modem, such as going to the Xfinity store. On July 2, 2024, I offered to ship an upgraded modem to **************, and she declined this offer.
  
  On July 2, 2024, ************** consented to a 12-month contract for Fast Internet.This contract was effective on July 2, 2024, and will expire on July 2, 2025.The contract discount was effective on July 2, 2025, and will expire on July 25,2026. On July 26, 2026, the package will roll to a 3rd year promotional rate until July 25, 2027, at which time, retail rates will begin to be applied.Additional discounts, services, equipment charges, taxes and fees are not included in this promotion.
  
  On July 2, 2024, ************** was provided a one-time billing adjustment credit. This credit will be seen on the statement that will be generated on July 21, 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
  
  

  Customer Answer

  Date: 07/03/2024

  [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:06/25/2024

  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.

  Canceled all overdue charges and the amount due of $96.47 which was charged following cancellation of the service on September 23, 2023. Also, ceased to send such overdue charge to collection agencies of which I had received several and refunds for prorata charges.

  Business Response

  Date: 07/02/2024

  
  July 2, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  ****************************************************************************************
  
  Case Number:21901686
  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 *************************** regarding Xfinity service.
  
  Our records indicate that the account was disconnected for non-payment on December 18, 2023, effective November 18, 2023. Prorated credits were applied on December 18, 2023, for services removed, which includes Fast Internet, for the service period of November 18, 2023, to December 31, 2023. The credits were reflected on the December 19, 2023, billing statement. The remaining balance was forwarded (charged off) to collections on January 2, 2024, which was reflected on the January 3, 2024, billing statement.
  
  On June 26, 2024, I spoke to ****************** regarding his disconnection concerns. ****************** was provided with the above information. ****************** was made aware that based on the above records, the final balance is valid, as there is no record of voluntary disconnection being requested in or around September 2023.
  
  However, as a one-time courtesy, I applied a credit on June 26, 2024, to zero out the balance on the account. The account has a zero balance as of June 26, 2024. No payment is required. ****************** was made aware that I submitted a request for the account to be removed from collections. On June 27, 2024, I received an e-mail resolution from our collections escalations team advising that the account was removed from collections. The team confirmed that the account was never reported to the credit bureau.
  
  On July 1, 2024, a follow-up e-mail resolution was sent to ****************** with a digital copy of the collections closure letter. The e-mail indicates that as per our collections escalations team, the account balance was never reported to the credit bureau. 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,
  
  
  Gay R.
  Executive Customer Relations
  

• Initial Complaint

  Date:06/25/2024

  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 may 14 2024 my wife and I went into the Xfinity Store on *********************************** our internet,cable and moble phones, We we were told by the sales person that they would unlock our phones from **** and pay them off ( Iphone 13 and Iphone 14) and we got two Iphone 15 from comcast, they took our old phones from us. We recieved a bill from **** of $908.05 for the old phones that we do not have. I have called comcast 3 times first on 06/21/2024 to be put on hold for hours to be told by one supervisor we would have to go to the store and demand our money back because the salesman lied to us because comcast does not run there business like that and then we were cut off. I called them back after the weekend on 6/24/2024 and spoke with a supervisor again who would not let me speak after being on hold for an hour, I asked for his supervisor and told her the problem and was on hold for an hour and a half and never heard back, called again on 06/25/2024 and explained again what was going on and on hold again for 45 min to be told there is nothing they can do I told him I want my old phones back but they cant do that and wont pay the $908.05. So Iam out an I phone 14 and an I phone 13 when I was told in the store by the sales person that **** would be paid off and they apparently have not been.

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       *************************
              ************************
              ******, MA 01057
  
              Case Number:              21901342
              Date of Notice:             June 25, 2024
  
  Dear Sir or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *****************************.
  
  On May 14, 2024, ***************************** purchased two iPhone 15 Plus devices. At that *************************** 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.
  
  ************* satisfied the promotional requirements and is receiving monthly device payment credits in accordance with the promotional guidelines.
  
  Upon receipt of this complaint, I contacted ************** and explained the above information. I advised ************** that Xfinity Mobile does not offer any promotion through which Xfinity Mobile will pay the balance of a device with another carrier. As a courtesy, I offered ************** a credit, which he accepted.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************
  Xfinity Mobile Executive Resolutions
  

• Initial Complaint

  Date:06/25/2024

  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 came to my house to install internet service in April. they damaged my sprinkler line and my electrical line for my front lawn lighting. i filed a damage claim with them and have yet to hear back from anyone. I've called 3 times and all 3 times they have given me the run around. extremely upset with there customer service and i want to be reimbursed for what it has cost me to fix situation plus for their complete lack of caring for their customers

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***********************
  ***************
  ****************
  
  Case Number:21900985
  Date of Notice:June 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  We initiated an investigation into his claim. It was confirmed damaged was caused to the electrical line during the burial of a cable line in April 2024. Our records indicate that on May 1, 2024, the electrical line was repaired. On June 27, 2024, I spoke with ****************** and referred his additional concerns to our business partners.
  
  On June 28, 2024, Comcasts business partners contacted ****************** to further investigate his concerns and advised a site visit was necessary. On July 2, 2024, a site visit was completed where ****************** was not home. Due to the lack of the location provided or photos, we are unable to verify if the vendor repairs were affected by the burial of the cable line. ******************** request for compensation has been respectfully denied. ****************** was provided a direct contact number should he require additional assistance. 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: 07/08/2024

  [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: 21900985
  
  I am rejecting this response because:
  Know one ever came to my house. I have cameras. I can provide the camera feeds. I also have the bill for the repairs that i paid for. The repairs are dated end of April so how is it possible that Xfinity is saying they fixed beginning of May. It was already fixed and paid for by me. I want my reimbursement of $200. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  ***************
  ****************
  
  Case Number:21900985-Rebuttal
  Date of Notice:July 9, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  We initiated an investigation into his claim. It was confirmed damaged was caused to the electrical line during the burial of a cable line in April 2024. Our records indicate that on May 1, 2024, the electrical line was repaired. A time stamped picture was taken when the repairs were completed. 
  
  Our records indicate that on June 28, 2024, Comcasts business partners contacted ****************** to further investigate his concerns and advised a site visit was necessary. On July 2, 2024, a site visit was completed where ****************** was not home. Due to the lack of the location provided or photos we are unable to verify if the vendor repairs were affected by the burial of the cable line.
  
  On July 10, 2024, I applied a one-time courtesy credit to ******************** account to compensate for an installation fee billed on April 21, 2024. The credit will reflect on the billing statement dated July 17, 2024. ******************** request for an inconvenience credit has been respectfully denied. On July 10, 2024, I communicated via email to advise ****************** to advise him of the above information. ****************** was provided a direct contact number should he require additional assistance. 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:06/25/2024

  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.

  The last four digits of my payment method is 7893. On June 13, 2024, I cancelled my services with Xfinity Mobile phone. I already paid for my bill for the entire month of June 2024 without even having services for the entire month of June. Now I am being told that I will be bill for the period of July 3, 2024 to August 2, 2024. Xfinity told me that I started with paying a month in advance; now I must pay a month in arrears $20.00 for the By ************ plan plus taxes once the billing cycle ends. This makes absolutely no sense. At the end of my planned services, I should receive a credit for paying the advance monthly charge and not have to pay for an additional month I had no services whatsoever.

  Business Response

  Date: 06/27/2024

  
  June 27, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  
  Re:***********************
  ******************************************************************************************
  
  Case Number:21900862
  Date of Notice:June 25, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile Service.
  
  I spoke with ************** on June 26, 2024, regarding the Xfinity Mobile account. ************** ********************** service was disconnected on June 13, 2024, when the telephone number ending 3156 transferred to a new carrier at ************** request. 
  
  Xfinity Mobile bills for services in arrears, after the billing period closes, and will issue a final billing invoice on July 3, 2024, for the June 2, 2024, through July 2, 2024, billing period, with automatic payment scheduled to process on July 22, 2024. A review of the account reflects successful use of call, text, and data services from June 2, 2024, through June 13, 2024, before the disconnection of services.
  
  A review of the billing found it to be accurate based on approved subscriptions and use of services, as such requests for compensation are unjustified and, respectfully, denied. I apologized for any inconvenience that *** have been 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,
  
  
  ****************
  XM Executive Resolutions 
  ************** Extension 3052800
  

  Customer Answer

  Date: 06/27/2024

  [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: 21900862
  
  I am rejecting this response because: this merchant, Comcast never addressed the issue as to why I am being charged for arrears when I alright paid for the month of June 3, 2024 to July 2, 2024.  I was told by the Comcast Executive Resolution personal ****************** that when I started with my Xfinity Mobile phone, I paid one month in advance.  So that advance month's payment should have been used and I am being over charged here.  Comcast is providing false information to the Better Business Bureau.  I have been a customer of ******************** since 1993 which is a total of 31 years.  I deserve better treatment than this.  This charge should be waived if Comcast appreciate their customer satisfaction.  A business of this size should have no problems with waiving this meager charge of $21.61.  For me, this $21.61 payment is significant money since I am on a limited income.  ***********************
  
  
  Regards,
  
  ***********************