Business Profile
Internet Providers
Comcast CorporationHeadquarters
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 100 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Comcast Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28,318 total complaints in the last 3 years.
- 9,233 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:Delivery IssuesStatus: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 contacted Xfinity 11 timesyes, 11 different agentstrying to figure out where my iPhone 14 order was after ***** lost it. During one of the calls on 8/21/2024, they left me on hold for an unbelievable one hour and 45 minutes (you can see it for yourself in the video (upon request) ). To make matters worse, they charged me twice for the iPhone 14 because I had to go to the store to pick up another one just to have a phone to use after they lost the one I ordered online. I'm demanding that Xfinity compensate me for the time and energy I wasted because they clearly don't care. Most of their agents are clueless, often contradicting each other. This has been the worst experience ever. I've been with Xfinity since 2004, and I'm also an Xfinity Mobile customer. It's ridiculous how they treat a loyal customer like me.Business Response
Date: 09/05/2024
September 5, 2024
BBB of ******************* & ********************
********************************************************************************************
*********************
Re: *************************
********************************************************************
Case Number: 22179303
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 service.
On August 27, 2024, I spoke with **************** regarding his Xfinity Mobile concerns. Our records confirm that on August 19, 2024, **************** purchased an Apple iPhone 14 device. This device was delivered by ***** on August 20, 2024. Afterward, on August 19, 2024, **************** purchased a second Apple iPhone 14 device, at the local **********************. On August 22, 2024, **************** was provided a return label for the first device ordered. The devices return was processed by our warehouse on August 28, 2024. At that time, the original payment made for the device was refunded to the card on file. A subsequent attempt to reach **************** was unsuccessful. 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 *****************************-2834.
Sincerely,
********************
Xfinity Mobile Executive ResolutionsCustomer Answer
Date: 09/06/2024
[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: 22179303
I am rejecting this response because:
I appreciate your response to my complaint; however, I must reject the proposed resolution as it does not fully address the concerns I raised in my original complaint.
While it is true that I purchased two Apple iPhone 14 devices, and one was returned and refunded as stated, this was not the primary issue of my complaint. My primary concerns were as follows:
1. **Excessive Hold Time**: During my attempt to resolve the matter with your customer service, I was left on hold for more than 1 hour and 45 minutes. This is an unacceptable amount of time and caused significant inconvenience. Despite raising this issue, Comcast has not addressed the matter or offered any form of compensation for my wasted time.
2. **Promised Third Line**: I purchased the iPhone 14 because I was offered a third line at no charge. However, after receiving the device, I discovered that Comcast removed the third line and still charged me for activation fees. This goes against the initial offer and has not been resolved.
To resolve this matter, I request the following:
- Compensation for the time I was unnecessarily kept on hold for over 1 hour and 45 minutes.
- Restoration of the third line as initially promised, with no charges.
- Waiver of the activation fees that were incorrectly applied.
I trust that Comcast will take these points into consideration and provide a fair resolution promptly.
Sincerely,
HassanInitial Complaint
Date:08/22/2024
Type:Customer Service IssuesStatus: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.
unresolved service disruptionBusiness Response
Date: 09/10/2024
September 10, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: *****************************
****************
Greenacres, FL 33415
Case Number: 22179120
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 Mr. ***************************** regarding Xfinity service.
On August 28, 2024, I spoke with ***************** wherein a service visit to address the service concern was declined. ****************** indicated he is no longer experiencing service interruptions and no longer required further assistance. 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 RelationsInitial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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 so many issues with the outage in the past two years and this month about 4 times. I work from home so i got affected but the internet outage. I am looking to get compensation from the damage also I need to know about the plan to solve this issue in the long runBusiness Response
Date: 08/30/2024
August 30, 2024
BBB of ******************* & ********************
********************************************************************************************
*********************
Re: *******************
**, 95834
Case Number: 22178930
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 26, 2024, a maintenance team visited Mr. ****** location and corrected the service issue by replacing the nodes housing, a defective splitter and a defective tap. On August 28, 2024, I communicated with ************** via email and confirmed services were working normally.
On August 28, 2024, I applied a credit to Mr. ****** account for the service issues.This credit will reflect on the September 24, 2024 billing statement. 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,
******************
Xfinity Executive Customer RelationsInitial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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.
Purchased WiFi now pass and was charged did not receiver service and no account was created for me so I cant contact company for help company keeps directing me to purchase againBusiness Response
Date: 08/27/2024
August 27, 2024
BBB of ******************* & ********************
*********************************************************************************************************
**********************
Re:***********************
** 77515
Case Number:22178791
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 22, 2024, ************ informed me via email that she was requesting a refund for the Xfinity WIFI on demand pass. On August 23, 2024, a refund was issued for the Xfinity Wi-Fi on demand. On August 23, 2024, I inform ************ via email that we have issued a refund back to the payment method that was used to pay for the Xfinity Wi-Fi on demand pass.
On August 27, 2024, ************ sent me an email to confirm that she has received the refund. 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 RelationsInitial Complaint
Date:08/22/2024
Type:Customer Service IssuesStatus: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 am not able to speak to a live agent for assistance. I was wrongly charge a higher amount than the agreed upon price in my contract, and for some reason when I call their support number the bot automatically hangs up on me without giving me the option to talk to an agent or enter a queue. I try using their chat support but I am not able to sign-in due to issues on their end.Business Response
Date: 09/09/2024
September 9, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***************
5871 **********
*******, ********
Case Number: 22178751
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 Mr. *** via telephone and email. Although I was unable to reach Mr. ***, a review was completed on the account. Our records indicate Mr. *** previously subscribed to a 12- month contractual promotion for Connect More Internet at a discounted monthly rate, effective August 12, 2023, through August 23, 2024. At the conclusion of the promotional period, regular rates will apply.
On August 22, 2024, Mr. *** accepted a new 12-month contractual agreement for Fast Internet service at a discounted monthly rate, effective August 22, 2024, through August 23, 2025. At the conclusion of the promotional period, regular rates will apply. ************** includes a monthly fee for xFi Complete and a monthly discount for his enrollment in automatic payments and paperless billing. Mr. *** approved this order via text message and an order confirmation was sent to him via email on August 22, 2024. The request for compensation has been respectfully declined. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
Sincerely,
******************
Executive Customer RelationsInitial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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.
Twice over the last several months I have made two partial payment arrangements only for xfinity to automatically deduct the entire amount resulting in overdraft fees to my bank account.Business Response
Date: 08/27/2024
August 27, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re:***************************
, MI 48225
Case Number:22178273
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 22, 2024, I spoke with **************** regarding a billing explanation. Our records indicate that the billing statement dated April 2, 2024, generated and reflected a 30-day past due balance due by April 14, 2024, and current charges due by May 15, 2024.
On May 6, 2024, **************** processed a payment to the account. The payment was reflected on the billing statement dated May 24, 2024. The billing statement dated May 24, 2024, generated and reflected a 30-day past due balance due by May 15, 2024, and current charges due on June 4, 2024. On June 6, 2024, a courtesy credit was applied to Ms. ******* account for the removal of Bally Sports that was reflected on the billing statement dated June 24, 2024.
On June 14, 2024, **************** scheduled a payment via My Account online to process on June 23, 2024, with the checking account. The scheduled payment was processed on June 23, 2024, and reflected on the billing statement dated June 24, 2024.
The billing statement dated June 24, 2024, generated and reflected a 60-day balance due by May 15, 2024, a 30-day balance due by June 14, 2024, and current charges due by July 15, 2024. On July 9, 2024, a courtesy credit was applied to Ms. ******* account for the removal of Bally Sports that was reflected on the billing statement dated July 24, 2024.
On July 19, 2024, **************** processed a payment a one-time payment to the account via My Account online with the checking account which was reflected on the billing statement dated July 24, 2024. On July 24, 2024, a courtesy credit was applied to Ms. ******* account for the removal of Bally Sports that was reflected on the billing statement dated July 24, 2024.
The billing statement dated July 24, 2024, generated and reflected a 30-day balance due by July 15, 2024, and current charges due by August 14, 2024. On August 8, 2024, **************** scheduled a payment via My Account online to process on August 22, 2024, with the checking account. **************** enrolled the account in automatic payment on August 8, 2024, via My Account online, utilizing Ms. ******* checking account.
On August 16, 2024, a payment was processed to the account due to enrollment in automatic payment which was reflected on the billing statement dated August 24, 2024. **************** unenrolled the account in automatic payment via My Account online. On August 21, 2024, **************** deleted the scheduled payment for August 22, 2024, via My Account online. I confirmed Ms. ******* account is being billed correctly for the subscribed services. Ms. ******* request for compensation has been respectfully denied. 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 RelationsInitial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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 a customer with ********************** since 1991. My TV channel bundle includes Peacock Premium. In April 2024 I added Premium Plus (no ads) for an additional $11.99 for the month. On May 16th, 2024, I cancelled the Premium Plus. However, I was still billed for it. I was given a refund and told that the Premium Plus was cancelled. However, I have continued to be billed for the Premium Plus for May, June, July and August. I have spoken with multiple people at Xfinity. Today I went into the store and the salesperson could not help me cancel it either. On Xfinity's website, I go to "Edit Your Plan", "Remove Premium Plus", but when I continue to "Next" I get the message: Sorry about that! We had a problem with our site. I was told that I can't cancel the Premium Plus because the Premium is part of my bundle. If I was able to add the Plus, I should be able to cancel it. I do not want to have to call every month to have that fee removed. I want to CANCEL PEACOCK PREMIUM PLUS.Business Response
Date: 09/27/2024
September 27, 2024
BBB of ******************* & ********************
*****************************************************************************
**********************
Re:***** *****
***************************
******************
Case Number:22177886
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.
I spoke with **************** 22, 2024, and we went over the concerns regarding Peacock Premium Plus not being able to be removed from the account. Ms. ***** stated she did order this service on April 17, 2024, but has since requested to have it removed, as Ms. ***** was unable to have it removed online when Ms. ***** logged in to Peacock and Xfinity. I spoke with Ms. ***** again on September 3, 2024, and went over additional troubleshooting suggested by our back-end team. I reviewed additional possible billing by *******. Ms. ***** was able to provide me access to the Peacock log in to remove the Peacock Premium Plus subscription. Per the Peacock site, it redirected us to the Xfinity page and prompted another sign in to proceed with the removal. We followed the steps to remove Peacock Premium Plus but received the same error, "Sorry About That! We had a problem with our site" then the option to try again.
A new ticket was created to have the issue reviewed for the online error. We are currently awaiting an update regarding this escalation. I informed Ms. ***** I would provide our account findings of the steps taken so far, but Ms. ***** corporate ticket will remain open until the issues are resolved.
Ms. ***** has been provided a credit on May 25, 2024, which reflected on the June 23, 2024, billing statement. Ms. ***** was provided a separate credit on June 24, 2024, this reflected on the July 23, 2024, billing statement. An additional credit was provided on June 25, 2024, which reflected on the July 23, 2024, billing statement.
On August 24, 2024, we applied a credit to the account for the Peacock Premium issues. This credit reflected on the September 23, 2024, billing statement. On September 24, 2024, a credit was applied to the account, this credit will reflect on the October 23, 2024, billing statement. 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 RelationsCustomer Answer
Date: 09/27/2024
[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:08/22/2024
Type:Service or Repair IssuesStatus: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 spoke with 3 different Xfinity **** on 8/2/24 requesting a one-time payment arrangement to be moved from 8/20/24 to 8/23/24, when I would be paid, due to an emergency requiring me to pay for a medical expense earlier in the week. I advised the **** that I work from home so I could not lose my internet service prior to 8/23/24. I called 3 times to make sure my service would not be disconnected after 8/20/24. On the morning, of 8/21/24, my ********************************************* service was disconnected, despite the **** assurances. I lost work the morning of 8/21/24, due to my internet being disconnected, & the *** they I spoke with said I had to pay $101.50 to get my services back, despite my existing agreement to pay $519 on 8/23/24. On 8/21/24, Xfinity supervisor wouldnt honor the assurances I was given when my arrangements were updated that my services wouldnt be disconnected - I missed two meetings that morning because I had to try to find the money to pay to get my services up until Friday. The system does not lock in the correct dates, & the managers do not serve the needs of the customers. I entered into the payment arrangement update in good faith, & I emphasized the importance of having the internet connection when I did so. I received an email confirmation memorializing the updated arrangement with 8/23/24 date. Because the system still showed 8/20/24, & thus, disconnected my services, thats Xfinitys error, but it damaged me. As further evidence of Xfinitys inefficiency, they still had my phone number connected to an address of a house I sold in 2022, so every time I called in, it wouldnt connect my phone number to my current address where Ive been living since 2022 & where I currently have service. They rely solely on inefficient & unreliable *************** is doing harm to their customers. Based on my experience in trying to get them to honor their updated arrangement with me, they dont care about the damage their inefficiency does to their customers.Business Response
Date: 08/30/2024
August 30, 2024
BBB of ******************* & ********************
**********************************************************************************************************************
Re:***********************
******************, Apartment A
*****************
Case Number:22177651
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 Ms. *********************** regarding Xfinity service.
I made several attempts to contact **************** via telephone and email. Although I was unable to reach ****************, a review was completed on the account. Our records indicate on August 2, 2024, **************** established an arrangement for a payment to process on August 20, 2024. The payment was not received on August 20, 2024 and the service was interrupted for nonpayment on August 21, 2024.
On August 21, 2024, **************** spoke with a representative who explained the payment arrangement for August 20, 2024 was considered broken. A payment for the past due balance was necessary to restore the service.
On August 21, 2024, a payment for a portion of the balance was received and the service was restored the same day. On August 22, 2024, a service adjustment credit was applied to the account. On August 23, 2024, another payment was received to the account. The payments and credit are reflected on the August 25, 2024 billing statement. I apologize 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 **************.
Sincerely,
******************
Executive Customer Relations
**************Customer Answer
Date: 09/04/2024
[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: 22177651
I am rejecting this response because the basis for my complaint is that my payment arrangements were changed from the original promise to pay date of August 20, 2024 to August 23, 2024, wherein I agreed to pay a larger sum of money totaling $519 and some change. I spoke with 3 different **** to make sure this date was finalized and that the change would not result in a loss of services prior to that date, and was assured. I also received an email from Xfinity that my payment date was changed to August 23, 2024, a copy of which I previously attached. It would make no sense for me to agree to have over $519 taken out of my account on 8/23/24, if there was a chance I would be forced to pay a sum of money to have my services restored prior to that date. However, that is what happened because Xfinity denied the facts of my 8/23/2024 arrangement and shut off services on 8/20/2024. IN ADDITION, after my services were restored, I learned by my own pursuit of accurate information, that I would have to manually delete that existing $519 arrangement from my account, or another wonderful surprise would have occurred, without warning, on 5/23/2024 - XFinity would have taken the full $519 out of my account, despite the fact that I paid $101 two days prior to restore my services. While the balance in the account adjusted to reflect the $101 payment, Xfinitys system is not designed to thoroughly support its customers, and harm would have been done to me by taking a payment of $519 from my payment method without my permission that exceeded the balance owed.
Regards,
***********************Initial Complaint
Date:08/22/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Xfinity has been purposely overcharging me and scamming me out of money. -I was given a free upgrade then 3 months later I was told it was actually just a promotion. My bill skyrocketed from $65 to $120 -I called xfinity to have my service reduced and my bill lowered back to $65. They told me they did and that I still had to pay the $120 but that the amount would be prorated since my bill moving forward would be $65 -the next bill that came out was $130 -I called and asked how this was possible since I had just been told my bill was adjusted and I would be prorated -customer service said my bill wasnt adjusted and they said THIS time they adjusted it and they applied a $50 credit to the bill of $130 leaving me with a balance of $81 -I was told that since my bill had been adjusted it would take 24 for my bill to reflect that and it would go down to $65 with the $50 credit leaving me with a bill of $15 -It has been 2 weeks and my bill is still $81. I called again to have it resolved but **** at xfinity told me the best they could do is make my next bill free with a credit of $1.58 but I would still have to pay $81 -I should have never had this bill to begin with because I was told that if I paid the $120 my next bill would be $65 and I would get a credit -xfinity lied to me and told me they fixed my bill when they didnt, resulting in me having a $130 bill -they only credited me with $50 instead of changing my bill to $65 and then prorating me the extra $55 I had originally paid -their mistakes left me with an $81 bill and now they refuse to adjust it, only taking care of my $65 bill -this will result in me paying $201 for 2 bills that shouldve only been $130Business Response
Date: 09/09/2024
September 9, 2024
BBB of ******************* & ********************
********************************************************************************************
**********************
Re: ***********************
FL 33437
Case Number: 22177472
Date of Notice: August 22, 2024
Dear Sir/*****:
This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
Our records indicate that the digital consent was approved on July 12, 2022, via email for the Fast internet at a promotional rate for 24 months effective July 12, 2022, expires July 11, 2024. The offer includes xFi Complete, which includes Modem/gateway rental and unlimited data, at no charge for 24 months effective July 13, 2022, expires July 11, 2024, and rolls off to the current rate after the promotion duration. The offer was eligible for a monthly ************ discount with enrollment in Eco-Bill paperless billing and automatic payments.
The Superfast internet upgrade was applied effective April 16, 2024. The Fast internet was billed at a monthly rate, and xFi Complete effective July 12, 2024. The new rate reflected on the July 8, 2024 billing statement. Digital consent was approved on August 11, 2024, via text message for Fast internet at a promotional rate for 24 months effective August *******, expires August 11, 2026. The offer is subject to a 24-month term agreement effective August 12, 2024, expires August 12, 2026.
Monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. The monthly discount will be higher if enrolled in Paperless Billing and Automatic Payments using a bank account or a lower amount if enrolled with a credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments.
The offer includes Modem/gateway rental at no charge for 24 months effective August 12, 2024, expires August 11, 2026, and rolls off the current rate after the promotion duration. Prorated credits for the service changes and Autopay discount were applied on August 12, 2024, for the service period of August 12, 2024, to September 11, 2024. The credits will reflect on September 8, 2024 billing statement.
On August 22, 2024, I spoke **************** regarding her sales and promotional concern. **************** was provided with the above information.**************** was made aware that a credit was applied on August 11, 2024, and the above prorated credits. I applied a one-time courtesy credit on August *******, to zero out the balance. All credits will reflect on September 8, 2024 billing statement. 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,
Gay R.
Executive Customer RelationsInitial Complaint
Date:08/22/2024
Type:Billing IssuesStatus: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 applied and was accepted for an Xfinity Essentials account. Throughout the application process, Xfinity repeatedly states that there are no additional fees of any kind unless the customer needs to have a technician come to your house to install your modem and the service. The only fee will be the $9.95 monthly fee. My account was approved July 24. My modem arrived on July 27, and I set up the modem and service myself on July 29, 2024. On my first bill, I am being charged the regular monthly fee of $9.95, but there is also a fee of $8.66. The bill states that this $8.66 is "due to a change made on July 27." However, I didn't make any "change" on July 27. I am a new customer with a new account. I received and set up my equipment myself. There is no late fee, service fee, change in service fee, or any other fee that can be applied to this new service. There is no justification for charging me $8.66. The Essential program is designed to help low-income families. It is deeply disappointing to be charged a fee for no justifiable reason and to also be unable to contact a representative quickly to have this issue resolved. I am simply requesting that the erroneous charge of $8.66 be removed. Thank you.Business Response
Date: 09/10/2024
September 10, 2024
BBB of *********************& ********************
******************************************************************************************
**********************
Re: *********************************
*******************
*******, GA 30034
Case Number: 22177348
Date of Notice: August 22, 2024
Dear *** or Madam:
This letter is in response to the above-referenced complaint submitted to your office by ************************************* regarding Xfinity service.
On July 23, 2024,************************ applied for Internet Essentials service and her application was approved on July 27, 2024. The billing statement issued on August 19, 2024,reflected prorate charges for service billed from July 27, 2024, through August 22, 2024, and new charges for service billed from August 23, 2024, through September 22, 2024. Please be advised that the billing is accurate. On August 27, 2024, a courtesy credit was applied to waive the prorated charges which will reflect on the September 19, 2024 billing statement.
On August 27, 2024, I spoke with *********************** to advise her of the above information and discuss her concerns. I provided her direct contact information so that ************************ can contact her with further questions or concerns.
Should you have any questions or need additional information, please contact me at **************.
Sincerely,
Gay R.
Executive Customer Relations
**************ThankCustomer 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 am grateful to Gay. R. who went out of the way to assist me and ensure we are on the same page. Thank you!
Regards,
*********************************
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