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

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

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:

  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 have been receiving countless calls and texts messages from this company about an account that was never used. Originally on February 16,2024 I had done an online order for cable services, that very same day I cancelled said order. I never received any goods & have the email verifying cancellation. Now this company is attempting to charging me and collect a debt that was never used. I have spoken to countless people at Xfinity/comcast about this matter and theyve all assured me it was handled. But as of today June 25,2024 a collection agency is contacting me?

  Customer Answer

  Date: 06/25/2024

  ******* from the executive care team called me within hours of submitting this complaint. She was able to resolve my issue and rectify the problem. 
  She is a godsend!

• 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 switched to Xfinity ***** I was told my service will be bundled and that I would be paying around $120 for internet/cable/phone --On June 25, 2024 I was billed for $145 internet/Cable and on June 22, 2024 I was billed $84 for phone I was not made clear that this is what I was getting I was told I was bundling my services and now it appears my service are not bundled and I have two separate bills.

  Business Response

  Date: 07/12/2024

  
  
  July 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:  *****************************
          ************************************************************* 104-7B
          ***********************
  
          Case Number:   21900439
          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.
  
  I made several attempts to contact ****************** via telephone and email, however, my attempts were unsuccessful. Further review of the account indicates that on May 17, 2024, a Xfinity mobile discount was applied towards the account effective May 17, 2024, through May 16, 2025, and was reflective on bill dated June 1, 2024.
  
  With respects to the Xfinity Mobile concern, a specialist from our Xfinity Mobile's Executive Resolution team made several attempts to speak with ****************** regarding the Xfinity Mobile account. Although unsuccessful in speaking with ******************, a review of the Xfinity Mobile account was completed. ****************** approved an order for one line of Xfinity Mobile service with unlimited data and the purchase of a ******* Galaxy A35, device number (ending *****, with a device payment plan on April 25, 2024. At the time of order, Xfinity Mobile offered a promotion that would provide 24 monthly device payment credits given the eligibility requirements were met. To qualify customers were required to purchase an eligible device with a device payment plan and activate the device with a telephone number transferred to Xfinity Mobile from another carrier within 30 days of purchase.  
  
  ****************** stratified the promotional requirements; however, the promotion was inadvertently not added to the April 25, 2024, order. On June 26, 2024, the promotion was successfully added to the line of service and ****************** will see the monthly promotional credits beginning with the July 2, 2024, Xfinity Mobile invoice. 
  
  Xfinity Mobile is billed separately from all other Xfinity services. This information is part of the Xfinity Mobile Customer Agreement accepted at time of purchase. A review of the Xfinity Mobile billing after the addition of the promotion finds it to be accurate based on approved subscriptions and purchases. 
  
  In order to explain the above information and address any further concerns, contact with ****************** is necessary. I apologize 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. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************** 
  Executive Customer Relations 
  

• 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.

  There customer service is the worst I've ever seen. All they want Is your money. They lie and steal your money

  Business Response

  Date: 07/12/2024

  
  July 12, 2024
  
  
  Better Business Bureau
  1880 *****************************************************************************************************************************
  
  
  Re:       *****************************
                **************
                ************, LA 70601
  
                  Case Number:                       21900030
              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 *****************************.
  
  I spoke with ****************** on June 26, 2024, about his unlock request. After researching the account, I confirmed a ticket was created on June 25, 2024, for the unlock request on the ******* Galaxy S23 Ultra IMEI ending ***** was denied due to a past-due balance. An Xfinity Mobile representative advised ****************** on June 25, 2024, that the Xfinity Mobile account must be in good standing with no past due balances. If the account has a past due balance, the balance must be paid before the phone can be unlocked. ****************** paid the past due balance on June 25, 2024, and I confirmed that the device was unlocked on July 12,2024. 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,
  
  
  ******************
  XM Executive Resolutions

• 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 a plethora of issues with Xfinity (this is not my first complaint; the first one never got resolved or I never received a call back from the representative who originally reached out to me).I have been overcharged; I have requested itemized bills (refused); I was supposed to get an $80 refund for the equipment I returned, but they gave me no refund; and when discussing it, somehow I came up with the amount of $2.50 when my account was charged $80 for the equipment. My bill also went from $49 to over $100 with no explanation.

  Business Response

  Date: 07/03/2024

  July 3, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************************************************************
  
  Re:       **************
              ***************************************************** 376E
              **********,** 20002
  
              Case Number:                    21900146
              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.
  
  On June 28, 2024, I spoke with Ms. ****** regarding a billing concern. Our record indicate Ms.****** subscribes to a 36-month tiered promotion for the Fast Internet package at a promotional rate and a 24-month promotion for the modem rental for free. The first 24-months the internet promotion is effective August 3, 2023, until August 2, 2025. On August 3, 2025,the promotion transitions to the third year rate and will expire on August ******, at which time retail rates will apply. The modem promotion is effective August 3, 2023, and will expire on August 2, 2025, at which time retail rates will apply. Ms. ****** also subscribes to ************ for free with one Flex box included. Additional services, equipment, taxes, and fees are not included in the package price.
  
  Customers have the option to view monthly statements up to 24 months, online at Xfinity.com/myaccount or on the myaccount app. The statement contains all of your billing information in a simplified, easy-to-read format and is available to view and pay at any time by signing in to your account. If enrolled in our paperless billing program, a text alert or email will be received when the monthly bill is available online.If you are not enrolled in paperless billing, we will mail a paper statement each month.
  
  Ms.****** carries a balance every month. The bill prints on the 28th of the month.Any service changes or payments made after that date will appear in the next statement. The billing service period runs from the 3rd of one month to the 2nd of the following month with a due date between the 20th and 22nd of the month.If the account is not paid in full by the due date, the remaining balance is carried over to the next billing statement, causing the account to receive late fees and the bill to be higher than expected. The most recent late fee was assessed on June 28, 2024.
  
  On April 28, 2024, the bill printed with a balance forward due now and new charges due May 21, 2024. No payment was received. On May 28, 2024, the bill printed with a balance forward due now and new charges due June 20, 2024. On June 25, 2024, two partial payments were received. On June 28, 2024, the bill printed with a balance forward due now and new charges due July 21, 2024. This bill included a courtesy credit from June 28, 2024. Please be advised the billing on this account is correct.
  
  When a customer disconnects voluntarily, we give them 30 days to return their equipment before charging them for Unreturned Equipment (**). If the equipment is not returned within this timeframe, we charge the customers account for the equipment they did not return. This helps ensure we have equipment inventory for customers with active accounts. Customers who disconnect service and do not bring back equipment will get a billing statement indicating the equipment and the associated charges due. However, once the equipment is returned, the charges will automatically be reversed. This left a credit balance on the account which was refunded on December 1, 2023.
  
  On a prior account, on September 2, 2023, ** charges were assessed to the account after a disconnection of service was completed on August 2, 2023, because the equipment was not returned. On November 28, 2023, the equipment was returned, so the ** charges were automatically reversed. This left a credit balance on the account which was refunded on December 1, 2023. 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: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.

  06/20 contacted chat agent to request lowering bill as promo rates have fallen off after 2.5 yrs of service. SEE SCREEN SHOT - Agent assured me for EXACT same Tv/Internet 800 speed & 5 tv's price offered for new 24 mo contract would be $158.85, chat id #******************. Included adding Mobile service and ******** phone-stated which was mandatory.SEE SCREEN SHOT - Agent agreed to credit $50 instantly with another $65 to be credited within 24 hrs by upper mgmt since rates had been high after contract pricing fell off over past months. ONLY $60 has applied.After signing the electronic link contracts I read back realizing this included ONLY (1) tv, not the existing (5) I have had and he assured me in SCREEN SHOT the 5 were included. I was then transferred at least 5 times with agents claiming they were from the "repair team" and could not assist. No one after that point could help with questions. I then spent the next hours on the customer service phone number trying to reverse what we had just done since it was not what was agreed on. I was told "not to worry ****" notes were made and after this posted in 24 hours they would cancel the mobile portion and had already canceled the tv contract. When returned home only (1) tv worked and no internet svc. I called customer svc back to be told in order to reinstate the other (4) tv's I would need to sign a new contract at $253/mo which was basically the same amount I was at with no contract before initiating the chat. They charged activation fees on top of the contract and internet speed is 500, less than the 800 previously had. This is a disgusting representation of unethical service by a company claiming to be a giant to our nation. It is shameful for a rep to not be held accountable for quotes only to be backed into a corner with service shut off with a new higher contract to reinstate service.I seek the same services and tv's for $158.85/mo and $65 refund as promised.

  Business Response

  Date: 07/16/2024

  
  July 16, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  **************************************************************************
  
  Case Number:21900064
  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.
  
  On June 26, 2024, I spoke with ****************** regarding a billing explanation. Our records indicate that on June 20, 2024, a consent error was received, and the approval tab did not match Ms. ******** order for ********** and Superfast Internet which was obtained verbally via override. The order included 1 TV Box and the additional four were removed. 
  
  On June 20, 2024, ****************** accepted a 12-month contractual agreement for the ********** and Superfast Internet effective from June 20, 2024, through June 20, 2025, and a multi-product discount. The package receives a contract discount was effective from June 20, 2024, through July 13, 2024. The order included a promotion for xFi Complete at a discounted rate effective from June 20, 2024, through July 13, 2025, and 5 TV Boxes at standard rates. Customer approval for the agreement and package pricing was received via text message.
  
  On June 20, 2024, a code for Xfinity Mobile was placed on the account for a discount. An additional monthly discount would be available if Xfinity Mobile service is activated within 90-days of the order. On June 20, 2024, ****************** communicated with a representative via chat. The representative advised ****************** the monthly fee associated with the 4 TV Boxes to active the equipment.
  
  On June 20, 2024, ****************** communicated via chat with a representative regarding the cost of internet if video was removed. The representative offered to adjust Ms. ******** previous billing statement and transfer their 2 Apple phones to the new plan which was accepted. ****************** was advised she would receive a confirmation call or text within ***** minutes to verify the order. 
  
  On July 3, 2024, I followed up with ****************** to further discuss her concerns. ****************** was advised the purpose of consent is make sure the order with equipment and price are correct for the customer. I was unable to locate an interaction where ****************** was advised her monthly rate would be lower with the 5 TV Boxes. ****************** confirmed she never signed for the Xfinity Mobile phone when *** attempted to deliver. Due to no signature, *** will return the telephone back to Xfinity. Once the item is returned the account will be updated accordingly. 
  
  On July 3, 2024, I applied a one-time courtesy credit to Ms. ******* account for 4 TV Boxes for 6 months. An additional courtesy credit was applied to Ms. ******** account on July 3, 2024. The credits will reflect on the billing statement dated July 10, 2024. I confirmed the account is being billed correctly for the subscribed services ****************** accepted via text message on June 20, 2024, and no further compensation is warranted. 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: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 decided to get comcast cable now xfinity. I said i'm a semi pro gamer and I need the fastest internet. She explained a Internet service for 15 people. Xfinity said I would never have slow speed But immediately We had slow speeds where I immediately called *** they told me they would set me up an appointment . An xfinity guy showed up *** he unplugged the wire from the wall *** connected his device. At first You got service and then a second Later Oh I see your problem and he showed me a big dip Is in a rainbow type pattern. So he told me that The Wire in the wall is really old.*** it does not support fast speed that I am paying for. He wrote me out a long number on an xfinity card and said that some Would get with me to replace the wire. 5 days passed and had call a Spoke with the xfinity.She said that no order was ever put in but they'll send someone the next day. The second guy came from Xfinity and he stood by the front door and said Have internet. I told him no, sir. *** I explained the other gentleman hooked up to the **** in wall. He told me he will do the same thing to show me that I have internet.I agreed and like the other guy for a second.It's full but when he's seen the big dip The comcast xfinity Guy said this is a big problem and do not pay Xfinity till they Fix This problem. Well Xfinity Send different xfinity, guys not the same too.That knew the problem but others that wouldn't connect to the wire in the wall and just stand by the door and say everything's working which was a lie. I was making six calls a day For a month to try to resolve this issue. With no one ever coming by I disconnected xfinity february fourteenth. Xfinity supervisor called me Told me I have to close my account and they would send someone here to fix the problem. I believe her from xfinity But now the xfinity rep where I live Can't find my account to fix the problem.So I think they just close My account do not fix the problem and just try to bill me For no service

  Business Response

  Date: 07/05/2024

  
  July 4,2024
  
  
  BBB of ******************* & ********************
  *******************************************************************************************************************************************
  
  
  Re:       *************************
  ***************************************************
  *******************
  
                  Case Number:                      #********
              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 the Xfinity service.
  
  Xfinity records indicate on March 4, 2024, **************** began Gigabit Internet service with Xfi complete. On March 4, 2024, **************** paid a deposit for the service. On March 5, 2024, the account was assessed a fee for the professional installation. Xfinity record show data usage in March 2024, 321 GB, April ******** GB and May 2024, 555 GB, which means the service was working and in use. On March 17, 2024, service adjustments were applied to the account and reflected on the April 4, 2024, billing statement. On April 2, 2024, a payment was received. On April 6, 2024, service adjustments were applied to the account and reflected on the May 4, 2024, billing statement. On April 21, 2024, a service adjustment was applied to the account and reflected on the May 4, 2024, billing statement. On June 26, 2024, the professional installation fee was reversed. On June 28, 2024, service adjustment was applied to the account. No further billing statement generated due to the account is disconnected.
  
  On April 22, 2024, a service visit was completed, and the technician diagnosed and resolved the issue by replacing the modem. During the visit, **************** stated the technician advised the wire in the wall was damaged and needed repair. Xfinity technicians and contractors dont perform wall fishing (concealed wiring), a custom outlet or any type of custom work. A wall fish is a method of running and fishing wiring through the drywall. Custom work may be needed to complete an installation or correct defective wiring. The customer is responsible for the following hiring and paying for a qualified third-party contractor or electrician to complete the work.
  
  Late fees were applied to the account on May 4, 2024, and June 4, 2024, as the last payment received from **************** was on April 2, 2024. On June 21, 2024, the account was disconnected for nonpayment leaving a balance including an equipment charge.
  
  On June 26, 2024, 2024, a conference with the property manager **************, and *************** was made. **************** stated 2 technicians advised him of the bad wire. He stated the technicians advised his building is the furthest from the ped and the builders did not extend far enough for him to get a good signal.
  
  I explained to ************** that technicians do not go into walls and an electrician would need to be contracted and paid for by the complex if it turns out to be the wire in the wall causing the issue in only Mr. ******* unit. I advised them both on the call if a ped is required to be installed closer to Mr.******* unit or the cable line needs to be extended (plant extension), there is usually has a cost to customer and or complex.
  
  On June 29, 2024, I spoke with **************** and advised Technical Operation will work with the property manager to determine why his unit is having an issue. I explained if the wires do need to be replaced, that is the property's responsibility. If they do not, Xfinity cannot restore functioning service to his unit. During our conversation on June 28, 2024, a late fee was reversed leaving a balance due which includes equipment charge.
  
  On July 1, 2024, Technical Operations attempted contact with the leasing office to complete a survey. Upon arrival, the technician was unable to reach the property manager for access. Contact with the property manager is needed to diagnose the issue with Mr. ******* unit. I apologized for any inconvenience 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:06/25/2024

  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.

  On June 18th, the account holder called in to Xfinity customer service to see if there were any plans that were cheaper. The rep told him that in order to save money, he can get rid of voice service (landline). They did not mention that since he has had this service since 2012, he has a grandfathered-in legacy plan. And that it's the best possible plan they offer for this price with all premium channels and 2GB included. So by him removing the triple play, he forfeited this plan for an inferior one for around about the same cost. Also, when they removed this plan they went into our account and removed free subscriptions that we were entitled to including Peacock Premium. On June 22nd after realizing what had been done, I called Xfinity back and told them to add voice back as I need it. They told me it would be restored under the same phone number within 24 hours. I have been waiting days and my voice has not been restored. I have been waiting days for them to add Peacock Premium back to my account as they incorrectly removed. I have 10 documented phone calls, a case number and multiple live chats. NOTHING HAS BEEN RESOLVED ON MY ACCOUNT. I am also lodging a complaint with the ****

  Business Response

  Date: 07/12/2024

  
  July 12, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re: Case Number:21899855
  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 *******************, authorized user of ***************************** regarding ********************** service.
  
  On June 26, 2025, I spoke with ************ regarding a service and billing concern. Oure records indicate on June 18, 2024, ******************** removed his Super+ More Triple Play and accepted 12-monht agreement for *********** and Superfast Internet effective June 18, 2024, through June 18, 2025. The package includes an introductory promotional rate effective June 18, 2024, through July 7, 2026, and then a 12-month promotional rate effective July 8, 2026, though July 7, 2027.  ******************** also accepted a 12-month promotional rate for the Premium Combo pack which includes ******** **** ********** with Showtime, MGM+ and DVR service effective June 18, 2024, through July 7, 2026. At the conclusion of the promotions, retail rates will apply. The promotional rates do not include equipment, taxes, or fees. ******************** also qualified for a 2-product discount. 
  
  The overall change in services from June 18, 2024, was the removal of Xfinity ************** Hitz, reductions of internet speed from Gigabit Plus to Superfast and Peacock Premium. Peacock Premium had been included for free for 2 years due to ******************** having Gigabit level internet and was due to expire on June 25, 2025. 
  
  On June 22, 2024, ************ contacted support to restore the telephone service and accepted Xfinity Voice Premier at retail rate. This increased the multi-product discount. The effective start date for Xfinity Voice Premier was set for June 26, 2024. On June 26, 2024, I spoke with ************ on the voice line and confirmed it is working without issue. 
  
  Regarding the loss of Peacock, I confirmed this was tied to the prior Internet speed package. As a courtesy, a credit was applied to the account on June 26, 2025, to cover 12 months of Peacock Premium Plus (including tax) and on June 26, 2025, ************ resubscribed to Peacock Premium.
  
  The June 18, 2024, and June 22, 2024, package changes and the credit issued on June 26, 2024, will reflect on the July 1, 2024, billing statement. 
  
  I confirmed Hitz if wanted would need to be added a la carte and an increase in speed would require another package change.  I followed up with ************ on June 27, 2024, and confirmed her and ******************** are satisfied with the services they have currently and do not wish to make any further changes at this 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
  

  Customer Answer

  Date: 07/12/2024

  [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:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/24/2024, my husband chatted with an Xfinity representative because our bill had gone up. The purpose of his web chat was to see any new promotions that could help offset this increase. Throughout the chat - which we have the transcripts of - he was informed of a new agreement and pricing structure that would be $10 less than our current bill. Mind you, we have been customers of ********************** for ** years. We were in a "legacy plan" that allegedly no longer exists which included premium movie channels, 150+ channels, ******* streaming and we paid for multiple DVR recording options, among other things. My husband was PROMISED that he was signing an agreement for the EXACT SAME PACKAGE just $10 less. Seems like a no brainer, right? Well, we were lied to. They removed us from the "legacy package" and completely lessened our offerings. When we realized this (literally 30 mins later), we called and were told they could no longer offer the legacy package and there was nothing they could do. So was this all to remove us from the legacy package? Either way, my husband asked multiple times before signing anything - "This is the exact same package, right?" When we reviewed the agreement and saw discrepancies my husband called it out and the employee assured us we were getting the exact same service. So we signed it. Now, two days later and multiple hours on hold we are finally speaking with a supervisor who FINALLY agreed to match our offerings, provide a small credit on your next bill but your monthly cost will go up than originally promised on 6/24? How can a company deceive its customers into signing something and then not rectify it?

  Business Response

  Date: 06/28/2024

  Good Morning *****,
  
  We received the attached BBB case today however the complaint does not have enough information for us to locate an account. Can we please be provided the customers name, full address, and account number?
  
  Thank you,
  
  ****************************************
  Corporate | Regulatory Specialist 3
  ************
  **************************************************************

  Customer Answer

  Date: 07/02/2024

  Hello,

  Our account number is: *******************

  My name is ***********************

  My address is *******************************************

  We have screenshots of our transcript with the original customer service person (who promised no disruption), if needed.

   

  Thanks,

  Evan

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  
  BBB of ******************* & ********************
  **************************************************************************************************************************************
  
  Re:***********************
  *******************
  **********************
  
  Case Number:21899555
  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.
  
  On July 2, 2024, I spoke to ****************** regarding the concern. Our records show that on June 24, 2024, ****************** accepted a promotion for ********* and Connect internet. This order included the removal of the Super+ package. A two-product discount and an AutoPay and paperless billing discount were also included in the order.
  
  Records show that on June 25, 2024, ******************, accepted a 12-month agreement, effective June 25, 2024 through June 25, 2025, for *********** and Gigabit Internet at a 24-month promotional rate. The promotional rate is effective June 25, 2024 through July 17, 2026. Also, a two-product discount and AutoPay and Paperless billing discount are included.
  
  On June 25, 2024, a credit was applied to the account for loss of service, it will reflect on the July 11, 2024 billing statement.
  
  After advising ****************** of my findings, he informed me prior to the package change, he had informed the chat agent who processed the change that he did not want to lose anything that was currently included in his Super+ Package, and only wanted a new promotional rate. However, the agent inadvertently provided misinformation about what was included in the new package, and ****************** did lose some of the channels he had previously received.  
  
  On July 2, 2024, I created a ticket to request to reinstate ********************** previous package. On July 5, 2024, the ticket was completed, and ****************** was placed back in the Super+ Double Play package, at the retail rate. He is also subscribed to the Sports and Entertainment package. 
  
  On July 8, 2024, I spoke to ****************** and advised he was placed back into the Super+ package. Prior to the package being removed on June 24, 2024, he was receiving a 12-month. As the package was restored at the retail rate, I applied a one-time lump sum credit equivalent to the 12-month discount that was not restored.  A portion of the credit was applied on July 9, 2024, and the remaining credit was applied on July 10, 2024. Both credits will reflect on the July 11, 2024 billing statement.  I apologized for any inconvenience experienced while attempting to resolve this matter.
  I trust 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: 07/11/2024

  [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:Customer Service 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.

  **************** is atrocious. I have created a login account at least 7 times and the site refuses to log me in, even though the account appears to be created. Then, I cannot use the support because it is a mindless chatbot that exclusively requests a login. I cannot bypass it to reach a human because the chatbot gets stuck at the login ID. The phone number is the same. They closed all their stores down, so you cannot reach anyone. On top of that, they are essentially a monopoly in my area, so there's that too.When did everything get so terrible? Glad their CEO is making a lot, though.

  Business Response

  Date: 06/25/2024

  We received the attached case today however there is not enough information for us to locate an account. Can we please be provided the customers full address and account number?

  Customer Answer

  Date: 06/25/2024

  old service address: ***************************************** 20147

  New service address: *************************************************

  I've given this information 9 times already and you still can't find me??????

  Business Response

  Date: 07/15/2024

  
  July 15, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
   
  Re:   *********************
           MD 21158
  
           Case Number: 21898849
           Date of Notice: June 25, 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 ************** regarding his online account access concern. Our records indicate that the email address on the current account ending in 0325 is ******************************************* ************** had problems disconnecting the current account through the ******************** website and activating a new account because he was using a different email address *******************************************.
   
  A service disconnection has been scheduled on July 9, 2024 for the account ending in 0325. Additionally, a new account ending in 3134 has been activated effective June 29, 2024. The email address that has been associated with the new account is *******************************************.
   
  ************** subscribed to a new 12-month agreement for the Connect More internet package, at a promotional monthly rate of $40.00. The contractual agreement is valid June 29, 2024, through June 29, 2025, however, the promotional rates will remain in effect through June 28, 2027. The monthly rate for the first and second year is effective June 29, 2024 through June 28, 2026. On June 29, 2026, the price will increase to the third-year monthly rate, effective through June 28, 2027. At the conclusion of the promotion, standard retail rates will apply. Additional services, equipment, or applicable taxes, and fees are not included in the promotion price and are subject to change.
  
  ************** has been advised to return the equipment upon account disconnection on July 9, 2024 for the account ending in 0325 to prevent any unreturned equipment charges.
   
  Customers have four easy options to return their rented Xfinity equipment. They can either visit the ********************* online at xfinity.com/returns, visit ******* Store, schedule a *** Pickup, or visit an Xfinity Retail Store. 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

  This **** statement overlooks the tens of hours it required to get service.  First, I called into the customer service multiple times, which mitigated such a sundry thing as a secondary email.  When I was on the phone with Comcast corporate, after 6 hours of other customer service deadends, the agent was likewise confused by how many errors and complications came up.  I was then promised a call back to ensure service was set up, but that never happened.

  I had to call out a technician, which created a whole new category of service disasters.  The initial appointment for ***** on 5 July, suddenly changed to 6a-11p after three calls to the help line, even though I was told the technician was on the way at 11:30.  No-call No show.  Then another 6am-11p window on 6 July, then another one on 7 July...then another one on 8 July.  60 hours of waiting!!!

  I never received any information from anyone except lies that the "original" service dates always seemed to shift one day into the future, which was the explanation for why no one came.  I had to research and find the direct email addresses for Comcast corporate executives and the internal audit board before I actually got any communication back.  What information?  A useless "let's wait and see" voicemail.

  So, when Comcast says I started service on 29 June, what they really mean is that they dithered and wasted two weeks so I only actually got service on 12 July.  I am so mad it makes me want to explode.  This would never happen if there was real competition.  This is what you get with monopolies.  They do less then nothing, increase service costs, buy back all their stocks and pay executives huge amounts to s**** over consumers.  It's the archetype for what is destroying our economy and destabilizing our social fabric.  I have seen this in many countries where I've worked.  It's disgusting to see it here.

  cue erroneous corporate response.  Good on you for typing it out, you can do it again to the **** FTC, and CFPB.

  
   Complaint: 21898849
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• 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.

  I recently filed a complaint with the *** against Comcast regarding issues of a credit card that was not mine but somehow they were charging the incorrect credit card. I got a response from a representative of Comcast that handles the *** complaints; however, he is on vacation now and I am unable to reach him. I have another problem right now that I'm not able to get anyone to help me with. Apparently, they have a call center offshore and I am having a lot of problems with communication. I have unlimited calling on my phone but yet I keep on getting cut off saying that there are calling restrictions. The calls are just getting disconnected and yet they just raised my bill and said I would be getting better service. This is unacceptable and needs to be investigated immediately because the representatives at Xfinity have no clue what they're doing and also they're not from this country even when I call the corporate office.

  Business Response

  Date: 07/03/2024

  July 3, 2024
  
  
  BBB of ******************* & ********************
  ************************************************************************************************************************************
  
  Re:       *************************
              ************** S-332
              ****************, ** 19061
  
              Case Number:                      21898702                          
              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.
  
  On June 25, 2024, I spoke with **************** regarding her Xfinity Mobile concerns. Back on June 20, 2024, I had previously spoken to **************** in regard to her concern with the incorrect card on file. I confirmed the incorrect card was added to the account on May 30, 2024, and the correct card was re-added June 19, 2024. Also discussed a new issue regarding **************** being disconnected mid call receiving an unknown restriction error.
  
  **************** advised that it had happened twice between June 24, 2024 and June 25, 2024 but has not occurred since. I explained that this can occur if network signal is not strong enough and provided steps for Wi-Fi calling in case mobile network is not available, I also provided my contact information for **************** in case the issue occurs again. I explained that numerous things can affect the availability and quality of your service, including the capacity available on the cellular network, your device, terrain, buildings, foliage, and weather. Cellular service availability is determined by the operator of the cellular network and is not guaranteed.
  
  All current and previous lines of service subscribing to the By ******* services, effective March 22, 2024, pricing was increased from $15.00 per GB to $20.00 per GB. This change went into effect for current customers during the May/ June bill cycle. An automated email was sent to customers verified email address on file regarding the price increase. *************** was advised of the same. I apologized for any inconvenience this may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  **************
  XM Executive Resolutions
  

  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,
  
  *************************