Complaints

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

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• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  PO Box 193 Dover, DE 19903-0193

• 

  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:08/22/2024

  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 cancelled service with comcast/xfinity july 2, 2024 I was charged still as of august 19, 2024 I have spoke with a comcast *** to resolved and was informed that I would receive a refund within 24/48hrs of conversation on august 20, 2024 no such action has occured cancellation confirmation # ECM0009104357

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       **** ******
              **********************
              *******, GA 30223
  
                Case Number:                    22180643
                Date of Notice:             August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding Xfinity service.
  
  Our records reflect that **** ****** is not an authorized user on the account in question and this was discussed with the account holder on August 26, 2024. **** ****** would need to be added to the account as an authorized user by the account holder before any account information can be discussed and/or released. I apologized for any inconvenience that may 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
  
  

  Customer Answer

  Date: 09/04/2024

  I...**** *** ******...am the authorized account user

   

  The account might just have L *** ******

  Customer Answer

  Date: 10/07/2024

  issued resolved...full refund received

• Initial Complaint

  Date:08/22/2024

  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.

  Hello, I discontinued my service with Xfinity in April of 2024. They charged me $150.81 for unreturned equipment, $95 of this was for a internet router they provided me and $55 of this was for a cable box streamer. I returned the modem and never received a refund of $95 even after calling in and requesting a refund multiple times, i did not return the cable box streamer since i lost it so i was ok with being $55 for this item. I never received my refund and i was just going to let it be, however i received a text message on 08/21 stating that my Xfinity account bill of $55 was sent to collections. My issue with this situation is that Xfinity is trying to charge me $55 for a cable box streamer when i already paid for it in April which is in my account statement. I have contacted Xfinity customer support over this matter over 10 times and all i have been told is "We have created a ticket on this matter" with no resolution provided to me. I am now contacting your team in hopes that you are able to investigate this situation with Xfinity and provide me with some sort of resolution, i feel as if Xfinity is not taking proper precautions to protect consumer interests and they have took advantage of me in terms of financial assets as well as time spent on this matter. Please let me know if there is any documentation you require from me or if there is anything i can do to help assist in your investigation. Thank you.

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       Klogen **********
              **********************
              *********, MI 48073
  
              Case Number:                      22180462
              Date of Notice:             August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Klogen ********** regarding Xfinity service.
  
  On August 27, 2024, I spoke with *********************** regarding his concerns. On March 7, 2024, Mr. ********** disconnected the service, causing a revised balance on the account. On March 19, 2024, an Automatic Payment was processed to the account.
  

  On April 7, 2024, the account was billed two separate unreturned equipment charges. On April 19, 2024, an Automatic Payment was processed to the account, bringing the balance to zero. On May ******, one piece of equipment was returned, resulting in a credit to apply to the account. The credit reflected on the billing statement dated May 7, 2024.
  

  On May 8, 2024, an equipment adjustment credit was applied to the account to bring the balance to zero. On the same date, the second piece of equipment was returned, resulting in an equipment adjustment credit to apply, and subsequently resulting in a credit balance.
  

  On May 10, 2024, the refund was processed. On May 23, 2024, our records indicate a credit was applied for a refund reversal, and the credit balance will be refunded to the customers card. On May 24, 2024, our records reflect an echeck/EFT reversal which resulted in a balance remaining on the account. When speaking with ***********************, he confirmed the refund was received.
  

  Additionally, on June 15, 2024, a credit was applied, leaving a zero-dollar balance. On July 2, 2024, a debit was applied, causing a balance to remain. On August 8, 2024, the balance was charged off and sent to collections.
  On August 22, 2024, credits were applied to the account. Upon speaking with another representative, an internal ticket was submitted for the collections portion, where it was noted ************** account was updated and withdrawn from the collections agency. 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

• Initial Complaint

  Date:08/22/2024

  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.

  I moved and when I asked Xfinity to stop my service, I was told they could put it on a Seasonal hold until I moved back to the area. I said fine since I believed I would be back in less than a year. Four months later, I was sent a cancel notice and collection for $500.00. I called and the agent said that was all a mistake and he would take care of it. THen I received notice of a new account and again I called and spent hours and hours on the phone with different agents and managers. Finalls in April I was sent a credit and was supposed to have the issue resolved. NOw, I reciveed a collection on my credit for an amount no one at Xfinity comcast can confirm!! I am ready to contact the attorney general and an attorney.

  Business Response

  Date: 09/09/2024

  
  September 9, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* Auckland
  
              *******************
  
              Case Number:              22180412
              Date of Notice:             August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by **************************************** subscribed to a 24-month contractual agreement for the ********** and Superfast Internet effective from January 23, 2024 through January 23, 2026.The agreement included a contract discount effective from January 23, 2024 through January 22, 2026 and a multi-product discount.  The account included a discount for a customer-owned modem effective from January 23, 2024 through January 22, 2026.The account was eligible to receive a self-service discount if enrolled in automatic payment and paperless billing. Equipment, taxes and fees are not included in package price. The agreement included an early termination fee if the account was disconnected prior to the end of the contract.
  
  On February 15, 2024, Mr. ********* account was disconnected for non-payment. The March 16, 2024 billing statement included an outstanding service balance owed and unreturned equipment charges. On March 17, 2024, the account was billed an early termination fee because the account was disconnected prior to the end of the contract. The early termination fee was reflected on the billing statement dated April 16, 2024.
  
  No payment was received. As a result, the unpaid balance was referred to a collection agency. On April 30, 2024, a courtesy credit was applied to Mr.********* account that was reflected on the billing statement dated May *******. On August 23, 2024, I applied a courtesy credit to Mr. ********* account equal to the early termination fee billed on March 17, 2024. I applied an additional courtesy credit to Mr. ********* account on August 27, 2024, for services billed from October 2023 through March 16, 2024. On August 27, 2024 the equipment was removed from the account, along with the unreturned equipment charges. The credits will reflect on the billing statement dated September *******.
  
  In certain areas, Comcast offers a Seasonal Convenience Plan that allows eligible customers to suspend their services at a reduced rate without requiring the return of their equipment and then reactivate service upon return to the primary or vacation residence. I was unable to locate a request from Mr.Auckland to place his account in the Seasonal Convenience Plan prior to March 26, 2024. A request was submitted to place the account in the Seasonal Convenience Plan on March 26, 2024, however, the account was not eligible at that time because it was delinquent.
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations
  

  Customer Answer

  Date: 09/11/2024

  [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: 22180412
  
  I am rejecting this response because:
  
  None of the information is correct! I cancelled my service on September 25 2023

  I did not have service in 2024 and did not even live at the address referenced! 
  they gave me most of the collection amount back in a credit but not the full amount. I owe Comcast nothing according to the manager queen who called me and told me that she gave additional credits and my balance is now zero.
  Regards,
  
  ******* Auckland
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/16/2024

  
  October 16, 2024
  
  
  BBB of ******************* & ********************
  ***************************************************************************
  **********************
  
  Re:       ******* ********
              *******************
  
              Case Number:               22180412
              Date of Notice:             October 3, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal submitted to the Better Business Bureau by ******* ********.
  
  On October ******, I spoke with Mr. ******** regarding his concern. On February 15, 2024,Mr. ********s account was disconnected for non-payment. The March 16, 2024 billing statement included an outstanding service balance owed and unreturned equipment charges. On March 17, 2024, the account was billed an early termination fee because the account was disconnected prior to the end of the contract. The early termination fee was reflected on the billing statement dated April 16, 2024.
  
  No payment was received. As a result, the unpaid balance was referred to a collection agency on April 17, 2024. On April 30, 2024, a courtesy credit was applied to ******* ********s account that was reflected on the billing statement dated May *******. On August 23, 2024, I applied a courtesy credit to ******* ********s account equal to the early termination fee billed on March 17, 2024. I applied an additional courtesy credit to ******* ********s account on August 27, ******** services billed from October 2023 through March 16, 2024. On August ******* the equipment was removed from the account, along with the unreturned equipment charges. The credits will reflect on the billing statement dated September 16, 2024.
  
  The account reflected a remaining balance for service charges billed from August 10, 2023 to September 31, 2023. The balance was accurate. On October 4, 2024, a payment for the balance was received. The disconnected account reflects a zero-balance owed. A request was sent to the collection agency advising of the updated account status. ******* ******** will receive a paid in full ****** from the collection agency within 5 to 10 business days.
  
  Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations 

• Initial Complaint

  Date:08/22/2024

  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'm trying to print my statement. I signed in with my account login for account # ****. ********************** linked my other account #**** with this one at some point. I started a chat. the chat said i had a linked account. i am trying to talk to an agent because the instructions don't work. i don't have the icons that are showing. I have tried all the instructions they have suggested. They don't understand that they aren't working and keep sending over more. They state there is no other way to solver the problem.If i can't print my statement i can't pay my bill.

  Business Response

  Date: 09/10/2024

  
  September 10, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:                       Case Number:                      22180305
              Date of Notice:             August 22, 2024
  
  
              ***********************
              ********************************
              ********, MD 21770
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On September 10, 2024, I spoke with ************************** and confirmed she is currently subscribed to Performance Internet at regular retail rate. In addition, ****************** is also being billed for a monthly modem rental fee.
  
  Our records indicate that ***************** was using an incorrect login in attempts to access her online account and make payments which was not allowing her access to both of her accounts. I assisted with
  Access to both of her accounts online moving forward.
  
  On September 10, 2024, I applied a courtesy billing adjustment for late fees that were applied. The billing adjustment will be reflected on the September 19, 2024, billing statement. No further compensation is warranted at this time. I apologized for any inconvenience that may 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:08/22/2024

  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 contacted Xfinity because my monthly charge increased quite a bit. The person I spoke to told me I would get the exact same plan plus cell phone service and a free cell phone and would be paying less per month. I told the person which was through Xfinity chat to make sure I will get the exact same everything that I currently have. We started to go through the approval process and I told them I would like to see the itemized charges and service before agreeing. then they started having a bunch of technical difficulties. Then next thing I know I got an email saying that my plan had been switched. I never agreed to it being switched . The plan they gave me is not at all what I had before less channels less Internet less DVR storage and Im being charged for the cell phone. I have spoke to people over the past several months and none of them are willing to help me. The plan I used to have is no longer available . Im left with a crappy phone that I never use. I have never once used it over the several months. This plan is absolutely horrible and will not make any attempt to make it right. All I want is my old plan back but they wont do that. They also said it isnt possible to switch plans without agreeing but they sure did because I never agreed to anything.

  Business Response

  Date: 09/10/2024

  September 10, 2024 
  
  
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:*************************
  ************************************************************************
  
  Case Number:22180204
  Date of Notice:August 22, 2024
   
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************.
  
  Regarding Xfinity Mobile, on January 29, 2024, ************************* purchased a ******** ************ At that time, there was no promotions available for that device. 
  
  Upon receipt of the complaint, I contacted ************************* and explained the above information. As a courtesy, I initiated a return for the device and once it is returned in like new condition, I will issue a refund or credit to the account.
  
  On August 28, 2024, I disconnected the mobile number ending in 1854 per *************************** request. I also issued a credit on the account that reflects the August 20, 2024, billing and a credit that will reflect the September 20, 2024, billing statement. On August 29, 2024, I had a return label sent to *************************. 
  
  Regarding Xfinity residential services, prior to January 27, 2024, ************************* was subscribed to the Premier Double Play package, which included ************ Gigabit Extra Internet, Max, Showtime, Hitz, and 120 hours of ************ at the everyday pricing rate. On January 27, 2024, ************************* accepted a 12-month contract for *********** and Gigabit Extra Internet. On August 23, 2024, ************************* accepted a new 12-month contract for ************ Gigabit Extra Internet, Max, and additional DVR storage space. 
  
  On August 23, 2024, an Executive Resolutions agent spoke with ************************* and explained this information. The agent provided ************************* with Showtime for 12 months.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  Desire S.
  XM Executive Resolutions
  
  

  Customer Answer

  Date: 09/10/2024

  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. 

  I was lied to on multiple occasions and was told the phone was free and my service would not change.   I was also told the cable plan they changed me to would not change anything.  All was not true.  In addition they were having technical issues and I didnt consent to the change.
  

  All in all I am satisfied with the resolution and able to move forward.

  
  Regards,
  
  *************************
  

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  called a million times this people are dumb i pay almost a grand for services been with them 2o years they cut my service even though i did a payment arrangement i work from home im ****** my mobile service i cant even use my internet i have spoke to 10 different **** for same issues im furious im canceling as soon as i can

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*******************************
  ***********************
  ***********************
  
  Case Number:22180023
  Date of Notice:August 22, 2024
  
  Dear *** or Madam:
  
  This letter 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. Our records indicate that ****************** scheduled a payment online for August 30, 2024. ****************** account was disconnected on August 22, 2024, for nonpayment of the past due amount as reflected on the July 25, 2024 billing statement. Multiple payments were received from ****************** on August 23, 2024 and the service was restored the same day. 
  
  At the time of this writing, ****************** account has a total balance which is due on September 18, 2024. A minimum payment of the past due is required before September 22, 2024, to prevent further interruption of service.
  
  With respect to ****************** Xfinity Mobile concerns, a Xfinity Mobile specialist made several attempts to contact ****************** via telephone and email. Although the Xfinity Mobile specialist was unable to reach ******************, a review was completed on the account. ********************** records show concerns of not being able to use Internet on one of her mobile devices when it is not connected to Wi-Fi. On August 21, 2024, the six mobile lines were interrupted for nonpayment for the billing cycle June 21, 2024 through July 20, 2024. On August 21, 2024, a repayment plan arrangement was set up. On August 21, 2024, two payments were collected, and the account was reactivated. The mobile account is current. The billing cycle July 21, 2024 through August 20, 2024, is scheduled to auto draft on September 10, 2024 from the payment method on file.  
  
  On August 22, 2024, troubleshooting steps were processed on the phone numbers ending 5960, 7594, 5612, and 3498, then requested to power cycle the device and re-test the cellular connection on the devices. Our records show the lines ending 5960, 5612, and 3498 have data and **************************** (MMS) usage after August 22, 2024, which requires data usage access. The phone number ending 7594 has no usage. In order to resolve any other concern with this matter, contact with ****************** is necessary. I apologize for any inconvenience that may 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:08/22/2024

  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.

  I have tried to reach your business 5-7 times. I request a supervisor and one is never available. I waited via chat for a supervisor a hours last week no one ever came on to the line. I changed my plan and was advise that a credit will be applied to my account due to on the recent bill i am being charged for two plans. I just called today requesting a supervisor none available yet yall have called me back 5 times. Still not even understanding my issue. No credit ever got applied. I am requesting a full review of my account. You will see I have spoken to managers and representatives via phone and chat. Who stated my account would receive a credit of 400 and then my bill would be corrected. Again review the chats and my calls. More than one agent stated a credit of ****** would be applied to adjust my bill. On my recent bill I only see a credit of -$172.95. And my bill is showing due for 320

  Business Response

  Date: 09/04/2024

  
  September 4, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       ********** ********
              **********************
              ********, VA 23860
  
              Case Number:               22179965
              Date of Notice:             August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************ ******** regarding Xfinity service.
  
  Our records indicate ********************* billing statements are generated on the 13th of each month for the service periods of the 18th through the 17th.As such, any changes effective after the 13th of the month will be reflected on the following billing statement.
  
  On July 13, 2024, ******************* accepted a promotion for the Fast Internet and *********** which replaced her Select+ More Triple-Play package, which became effective on July 14, 2024. As a result, this change and prorated credits are reflected on the August 13, 2024 billing statement.
  
  On August 28, 2024, I spoke with ******************* regarding her billing-related concerns. I explained the above information. I apologized for any inconvenience experienced while attempting to resolve this matter.
  
  I trust this ****** provides your office with the information required. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  *****
  Executive Response Team

• Initial Complaint

  Date:08/22/2024

  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.

  this business has zero ways to communicate to an agent or offer the services they advertise. I have been trying to communicate within the last 60 days and have been getting text messages from their virtual agents that lead no where. How is it possible that neither through the chat we are able to speak about billing issues and are on a loop conversation with a machine. then when you call its the same process and the only option is to receive a text which by the time you receive its expired or prompts you to login and shows an error message. they charged me $300 over for this month and its reflecting to be the same next month when I only paid $30 prior to. I understand prices can fluctuate but to not be able to communicate and still charge is insane. on top of that my internet is almost always down. not sure what changed with this company but they will soon ruin their reputation and have to rebrand again if they keep doing business like this.

  Business Response

  Date: 09/05/2024

  September 5, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       Genesis **************************************************************************** ******************************************************************************************************** ***********************
  
                Case Number:                    22179695
                Date of Notice:             August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Genesis ****** regarding Xfinity service.
  
  On August 29, 2024, I spoke with ****************** wherein he advised that further assistance was not required. A review of the account reflects the signal levels are within range and the service is functioning according to Xfinity specification.
  
  *************** previously had service under account ending in ****************************************************************************************************** 0307 on April 23, 2024. The first billing statement dated May 22, 2024, for the account ending in 0307 reflected a balance due. On June 12, 2024, the service at the prior address under account ending in ************************************************* addition to a unreturned equipment charge. These fees transferred to the current account ending 0307 and reflect on the June 22, 2024, billing statement.The unreturned equipment charge applied on June 12, 2024, and the balance was applied on June 13, 2024. On July 8, 2024, a payment was received which left a balance remaining.
  
  The next statement dated July 22, 2024, reflected a balance due as the account was delinquent, the service was interrupted for nonpayment on August 13, 2024. The service was restored the same date with a scheduled payment to post on August 21, 2024. On August 15, 2024, a reactivation fee applied. On August 16, 2024, a credit was applied for the unreturned equipment, and on August 21, 2024, the payment was received. These transactions all reflect on the current bill dated August 22, 2024. I apologized for any inconvenience that may 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:08/22/2024

  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'm writing to you today to express my frustration with the unscrupulous and intentionally deceptive business practices of Xfinity.When I signed up for a promotional internet plan with Xfinity, I was told that I could easily extend the promotional rate when it ended. However, when I tried to do so, I was unable to find a phone number to call. I spent over 90 minutes on chat trying to resolve this issue, but I was unable to secure a non-promotional ******* addition to the increased monthly rate, I also found out that Xfinity has been charging me a hidden fee of $25/month for Xfi complete. I never asked for this service and don't need it.I was also unable to change my plan online. When I clicked "change plan," the webpage would just spin. I tried for the entire 90 minutes I was on chat, but the website would not let **** was forced to sign up for a 1-year contract, with early termination fees. This prevents me from going to another provider without paying a fee.The advertised rates of up to 500 MPBS are not accurate. I frequently have internet issues and do not get what I am paying ****** summary, I find the following items unscrupulous and intentionally deceptive business practices:1. Told that I could easily extend the promotional rate when I signed up.2. **************** phone number not available on the bill, website, or emails from the company.3. Hidden fee of $25/month added to my bill when the promotion ended, in addition to increased monthly rate.4. Spent 90 minutes on a chat trying to resolve this issue.5. Unable to secure a non-promotional rate.6. Unable to change my plan online.7. Termination fee if I cancel within the next year.8. The download rates (500 MBPS) are not accurate.I am requesting that Xfinity immediately restore my monthly rate to $55/month, refund me for the hidden fees that I have been charged and allow me to cancel my contract without penalty.Thank you for your time and attention to this matter.

  Business Response

  Date: 09/04/2024

  
  September 4, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************************************************************
  
  Re:***** ******
  *******************
  *****************
  
  Case Number:22179647
  Date of Notice:August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***** ****** regarding Xfinity service.
  
  On August 23, 2024, I spoke with Mr. ****** wherein a service visit to address the service issue was refused. Without cooperation from Mr. ******* we are unable to provide a resolution. 
  
  Our records indicate that Mr. ******* previous promotional discount ended on July 26, 2024, resulting in the Fast Internet speed tier subscription going to regular retail rate. The promotional discount for the Xfi Complete also expired on the same date, resulting in the service going to regular retail rate as well. 
  
  On August 22, 2024, Mr. ****** accepted a 12-month promotional offer for the Fast Internet speed tier effective August 22, 2024, through August 26, 2025, at which time retail rates will apply. The package includes a 12-month Contract Discount that will end on Aug 26, 2025. There is also an additional discount for paperless billing. Customer consent was captured via text message. 
  
  On August 21, 2024, a courtesy billing adjustment was applied to the account. The adjustment was reflected on the August 22, 2024, billing statement. 
  
  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: 09/05/2024

  [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: 22179647
  
  I am rejecting this response because: The response from Comcast was incorrect and dishonest.  I did not refuse a service visit. In talking with ********, I asked to postpone a service visit until we had negotiated a better rate.   ******** commicated he was to research a better rate and call me back on Monday, 8/26/24.  He did not call me back and did not provide a direct number to call him back.

  As to the credit, I have been receiving near daily texts from Infinity through Sunday, 9/1/24, saying We apologize, your ticket regarding Unauthorized charge is taking longer than expected.  Thank you for your patience.  We'll follow up when the issue is resolved".  I have received no other communications that this was resolved.

  This is just reinforcing how unscrupulous Comcast is as a company.  I am floored to be treated in such a dishonest way.  To finally talk to a person and get this type of response.

  Best regards,

  ***** ******

  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/12/2024

  September 12, 2024
   
  
  BBB of ******************* & ********************
  *****************************************************************************
  **********************
  
  Re:***** ******
  ****************************************************************************
  
  Case Number:22179647
  Date of Notice:September 5, 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 Mr. ***** ****** via telephone and email. Although I was unable to reach Mr. ******* a review was completed on the account. Our records indicate on August 23, 2024, I previously spoke with Mr. ***** ****** wherein a service visit to address the service issue was refused. Without cooperation from Mr. ******* we are unable to provide a resolution. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Our records indicate that Mr. ******* previous promotional discount ended on July 26, 2024, resulting in the Fast Internet speed tier subscription going to regular retail rate. The promotional discount for the Xfi Complete also expired on the same date resulting in the service going to regular retail rate as well. 
  
  On August 22, 2024, Mr. ****** accepted a 12-month promotional offer for the Fast Internet speed tier effective August 22, 2024, through August 26, 2025, at which time retail rates will apply. Includes a 12-month Contract Discount that will end on Aug 26, 2025. There is also an additional discount for paperless billing. Customer consent was captured via text message. 
  
  On August 21, 2024, a courtesy billing adjustment was applied to the account. The adjustment was reflected on the August 22, 2024, billing statement. 
  
  Our records indicate on September 5, 2024, a voluntary disconnect request was processed. I apologize for any inconvenience that may 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:08/22/2024

  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.

  Today, at 8:39am, I called Xfinity to get the transfer pin to transfer over my phone number to a new carrier. Was on the phone with a representative that could not assist me for 37 mins. During that 37 minutes long conversation, she stated that the phone department wouldnt allow her to transfer me over to them to talk to them. Dont know the reason for that at all. Never spoke to them so not sure why they would choose not to speak with me specifically. She stated that they dont provide transfer pins any more (which I will call a few friends of mine to test this statement out). Im curious to know if Im being singled out for a specific reason (demographic area, race or me for some reason). She stated we now have to go to a Xfinity store to get the transfer pins. Again I will test with my friends to see if they are told the same thing. If not, Xfinity will be seeing me in court soon. If I lose my phone number because of their unprofessionalism that will also be in the lawsuit. I believe they are doing this for a few reasons as I stated previously. But also they know that my Internet service is scheduled for shut off on Saturday. So they figured also I may move my phone *************** number. So with said, and the above other reasons, they are disrupting my phone transfer. Any charges being accrued after today I will contest in court. Because I am trying for the last two hours to transfer my ************** over. This is some shady business practice. Keeping customers against their will. Tried calling back. The system states that it doesnt recognize my phone number. But I have a mobile billed that I pay every month to them. But the system doesnt recognize my number? Yeah ok! If they try to say its a security thing that they dont know if its me. Thats a lie. I had to unlock my phone, sign into the app & then the representative sent me a code that I verified. So, It isnt a security issue, Im current on my bill. THEN what is the reason?!!! Listen to the conversation.

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  
  Better Business Bureau
  ****************************************************************
  **********************
  
  Re:***********************
  ******************************************************************************
  
  Case Number:22179507
  Date of Notice:August 22, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to your office by ***********************.
  
  Xfinity Mobile customers are required to provide the phone number being transferred, a six-digit Security PIN, the ********************** account number, and the ZIP Code to a service provider before the port out can occur. The Security PIN adds another layer of security to the porting process. Xfinity Mobile customers can request that a Security PIN be sent by text message (SMS) to any active line of service by visiting My Account online or any ********************** Retail store. 
  
  On August 22, 2024, Xfinity Mobile received a request from T-Mobile for the port of Ms. ******* telephone number, which was promptly ported.
  
  I made several attempts to contact **************** to advise her of the above information. Unfortunately, all attempts were unsuccessful. I left a detailed message with my contact information so that **************** can contact me with any questions. 
  
  Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  XM Executive Resolutions 
  ************** Extension 3052840