Complaints

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

close

Find a Location

Comcast Corporation has 1664 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Cable

  4008 N DuPont Hwy New Castle, DE 19720-6314

• 

  Comcast Cable

  5729 W Denneys Rd Dover, DE 19904-1365

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  Comcast, Inc.

  19925 23 Mile Rd Macomb, MI 48042-4204

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:02/05/2024

  Type:Order 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've just spent the better part of 3 hours on the phone or trying in some way to communicate with Xfinity. The organization is so large that they cannot properly process customer issues or concerns.I raised a complaint (or what I believe to be one *************)My contract has expired, I was not notified about this, Other companies generally send you an email, Xfinity, no, they will let it roll over into an unagreed contract with an unagreed price.My new billing amount is a 68% increase to what I pay today, I've tried to make a complaint although I'm told I will be getting a call back. I'm shocked at this poor business practice, we've been with xfinity for a while now and I've never had this problem before or with any other provider. Everyone should be mindful of this and how it is a potential 68% increase to your billing if your contract has expired, but guess what, you need to keep track of that yourselves as they won't tell you.

  Business Response

  Date: 02/12/2024

  ******** *** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************** ***       ***************************             ****************************************             *********** *****               **** *******                    ********             **** ** *******             ******** ** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On February 6, ****, I spoke with ******************** regarding a billing concern. Our records indicate that the current 12-month Gigabit Extra Internet promotion will soon end on February 14, ****, and on February 15, ****, retail rates will become effective.
  
  On February 6, **** ******************** accepted a new 12-month promotion for Gigabit Extra Internet and xFi Complete effective February 6,**** through February 14, ****. At the end of the promotional period, retail rates will apply. ******************** also receives a monthly discount for enrollment in both EcoBill and AutoPay. Should enrollment in either be cancelled at any time, the associated discount will be removed.
  
  I offered an apology for any inconvenience that *** have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  
  Sincerely,
  
  
  ****************
  Elite Customer Experience

  Customer Answer

  Date: 02/12/2024

  [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:01/26/2024

  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.

  Never had an account with this company but they posted on my credit report that I did. They are unwilling to fix the problem and remove from my credit report.

  Business Response

  Date: 02/07/2024

  ******** ** **** *** ** ***** ********** ** * ******* ************ *************************************************************************************************************************************   *** *************************** **************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to the Better Business Bureau by ********************************
   
  Alleged victims of identity theft must submit a fraud packet to Comcasts fraud team.  Once the properly completed packet is received, Comcasts fraud team investigates the claim and then contacts the victim regarding the outcome. If the team determines that identity theft did occur, the offenders location will have serviceability blocked as an added measure of security. After processing the validated ID theft claim, ******************** will flag the account as fraudulent and notify the collection agency assigned (if applicable) to stop collection activity. If the collection agency reported the debt to any credit bureaus, the collection agency will update the credit bureaus accordingly to have the debt removed from the customers credit file. Per federal guidelines, credit agencies have up to 90 days to remove the reporting from a credit file.
  
  On January 31, ****, a Comcast ***************** Assurance technician contacted ******************************* to discuss his concerns and apologize for the inconvenience or frustration he experienced.  The technician advised **************** of the above information. The technician advised **************** that the Comcast Privacy Policy can be found online at www.xfinity.com/privacy. The technician provided their direct contact information so that **************** can contact them with any further questions or concerns.
   
  We trust that this letter provides your office with the information required for the resolution of this matter. Should you have any questions, please feel free to contact us.
  
  Sincerely,
  
  
  ***************** Assurance
  **************
  
  

• Initial Complaint

  Date:01/24/2024

  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.

  Internet outages 4 days in a row and Comcast has told me to wait for a reimbursement. As well this company makes it nearly impossible to speak to anyone because they know their level of service is unacceptable.

  Business Response

  Date: 02/07/2024

  ******** ** ****   *** ** ***** ********** ** * ******* ************ **************************************************************************************************************************** ********************** ************************* ****** ** ***** **** *************** **** ** ************** *** ****
  
  Dear Sir 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. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that Mr. ******* service was affected by several outages in his area from January 21, **** through January 16, ****. On January 21, ****, an outage was reported and was resolved on the same day, after Comcast's maintenance team corrected the issue causing the outage by adding a power pack. On January 22, ****, an outage was reported which impacted multiple customers. On January 22, ****, Comcast's maintenance team identified and corrected the issue causing the outage by replacing the *** hardware. On January 23, ****, an outage was reported and resolved on the same day after Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. 
  
  Then, on January 24, ****, an outage was reported which impacted multiple customers. On January 24, ****, Comcast's maintenance team identified and corrected the issue causing the outage by repairing the failed node equipment. On January 25, ****, the service was affected by an outage, causing the loss of service for multiple customers. On January 25, ****, Comcast's maintenance team identified and corrected the issue causing the outage by resetting the **** On January 26, ****, the service was affected by two outages in the area. On January 26, ****, Comcast's maintenance team identified and corrected both outages by repairing failed equipment. A review of the account shows that no additional outages have been reported. The equipment is online, and the signal levels are within specifications. 
  
  On January 24, ****, a one-time service adjustment was applied to the account. On January 21, ****, a service adjustment was applied for services billed from January 21, **** through January 26, ****. The credits were reflected on the January 28, **** billing statement. Contact with **************** is needed to address any additional concerns. I apologize for any inconvenience that *** 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 Relations 
  
  

• Initial Complaint

  Date:01/23/2024

  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 a veteran 69 years old residing in a senior citizen building with cable service provided by xfinity and my cable service sound and picture has been freezing for over 2 months now so in the month of December xfinity sent a technician out twice one before Christmas, who did nothing and the other on 12/28/2023 who told us that something within the fibro optics is causing this picture and sound to freeze and the engineering department is working on fixing the problem. It has not been fixed yet as of today. I pulls up my bill to and they are charging me $100.00 for that visit under one time charges. They claim they credited $50.00 to my account. I have limited basic cable and this limited service with this freezing issue going on should be under the $212.49 that I'm paying now until they fix the problem. Prior to me reaching out to you I set up a call back from the billing department and the representative acted as if she couldn't understand as if there was some sort of language barrier. I hope in my attachment you can see where they want me to pay $422.00. If there was another provider servicing this building I would definitely try them. It's a shame all of us seniors utilizing this service here have to go thru this. The second technician told me that a roku smart TV would stream the xfinity service, but I can't afford that and pay for cable service. I hope you can remedy my situation.Thanks ***********************

  Business Response

  Date: 02/07/2024

  **** ** *** *************** ** **** *** ** ***** ********** ** * ******* ************ **** ****************************************************************************************************************** ************************** *************************************************************************************************** **** *************** **** ** ************** *** ****
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  Records reflect on December 27, ****, a service visit was completed, at which time the technician coded the cause of the issues as customer education. On December 28, ****, a service visit charge was assessed.
  
  On January 24, ****, I spoke with ************ to review his concerns and scheduled another service visit to be completed on January 25, ****. On January 24, ****, a credit was applied to the account for the aforementioned service visit charge. This will reflect on the February 20, ****, billing statement.
  
  On January 25, ****, a service visit was completed during which time the technician determined that the outlet required an electrician to replace, and so he subsequently installed an external outlet line to provide service to that outlet. 
  
  On January 21, ****, I spoke with ************ and he confirmed the service was working correctly. On January 31, ****, a credit was applied to the account for one month of service. This credit will reflect on the February 20, ****, billing statement.
  
  On February 7, ****, I spoke with ************ and confirmed that the external wire will sit outside the wall and in-wall wiring would need to be completed by an electrician, or he may continue to use that line indefinitely. I apologize for any inconvenience he may have experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******************
  Executive Customer Relations 
  

• Initial Complaint

  Date:01/19/2024

  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.

  Beginning in July 2023, it took Comcast at least four visits to remedy issues with my cable service. I was charged $100.00 for a visit, even though the issue had to do with their outside lines. I have called at least four times in the past four months for them to give me credit and was repeatedly told that the charge would be removed from my bill. It wasn't. And I wait hours on end during each call to get a human being on the phone.

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103

  Re:*****************
  **** ****** ******
  Northfield, NJ *****
  
  Case Number:********
  Date of Notice: January 19, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ****** regarding Xfinity service.
  
  Upon receipt of this complaint, an investigation was performed. When an in-home service visit is scheduled and the issue is found to be unrelated to Comcast, a service visit charge is assessed. No charge is assessed with the issue is Comcast-related.
  
  Records reflect on October 18, 2023, a service visit was completed, at which time the technician coded the issue as an inside wiring issue. On October 19, 2023, an in-home service visit charge was assessed. On October 22, 2023, another service visit was completed at which time the technician repaired aerial plant. 
  
  On November 26, 2023, a service visit was completed at which time the technician replaced the aerial drop, drop connectors, and drop ground block.
  
  On January 22, 2024, a credit was applied to the account for the aforementioned service visit charge. This credit will reflect on the February 8, 2024, billing statement. I attempted to reach *** ****** via email and phone to review the above and to discuss her concerns with her, but I was unsuccessful.
  
  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:01/19/2024

  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.

  Comcast killed my access to my email, my lifeline that has cost me well in excess of $5,000 in lost prizes and business. They had over three months to fix it. And in there security team, committed federal offenses. By mailing my personal info to old address. They promise to call back and maybe 1 in 10 times do. I have to call back. They blocked me from the corporate phone number. The executive care pass the buck to security. That insults me. Today I had the multiple promises they would call in ***** hours. That was last Monday hours earlier, and no call! They expect screwed customers to call phone numbers with only robotic self help, that is no help!I want the Top customer service person, last known as *************************, call me with a resolution. The rest of the executive customer care that supremely failed need to be fired.I would prefer the *** call me, because it is oblivious they do not care about there customers.

  Business Response

  Date: 02/06/2024

  ******** ** **** ****** ******** ****** **** *****************************************************************************************************************   ***     ******************************* **************************************** *********** ** ***** **** *******                ******** **** ** *******              ******* *** ****
  
  Dear Sir/Madam: ************ letter is in response to the above-referenced complaint submitted to your office by ********************************
  
  On October 10, 2023, ****** announced a vulnerability in software used by Xfinity and thousands of other companies worldwide and issued a patch. Xfinity promptly patched the ****** vulnerability within its systems. Xfinity further implemented additional mitigation guidance from ******, which ****** released on October 23, 2023,after determining that its patch did not fully remediate the vulnerability.However, during a routine cybersecurity exercise on October 25 and 26, Xfinity discovered suspicious activity and subsequently determined that between October 16 and October 19, 2023, there was unauthorized access to its internal systems as a result of this vulnerability.
  
  Xfinity notified federal law enforcement and initiated an investigation into the nature and scope of the incident. On November 16, Xfinity determined that customer information was likely acquired. After additional review of the affected systems and data,Xfinity determined on December 6, 2023 that it had sufficient information regarding the customer information impacted to begin the process of preparing customer notices.
  
  ********************** has required customers to reset their passwords to protect affected accounts. In addition,Xfinity strongly recommends that customers enable two-factor or multi-factor authentication to secure their Xfinity account, as many ********************** customers already do. While Xfinity advises customers not to re-use passwords across multiple accounts, the company is recommending that customers change passwords for other accounts for which they use the same username and password or security question. Xfinity routinely monitors customer accounts for indications of anomalous behavior and has found no indication of account compromise related to this incident.
  
  Once Xfinity understood the data involved, we worked quickly to notify our customers. Starting Monday,December 18, Xfinity began providing notice to customers, through a national press release, information on our website, and commencing the process of emailing affected customers where Xfinity has an email address on file.
  
  Customers with further questions can contact Xfinitys dedicated call center at ************ toll-free 24 hours a day, seven days a week. More information is available on the Xfinity website at www.xfinity.com/dataincident. 
  
  Customers trust Xfinity to protect their information, and the company takes this responsibility seriously.Xfinity remains committed to continued investment in technology, protocols and experts dedicated to helping to protect its customers.
  
  Sincerely,
  
  
  Xfinity 

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xfinity is holding me hostage. They will not give me a transfer ID to switch to a different cell phone company. I dropped my phone and cracked the screen. I can hear my phone ringing but the screen is completely BLACK and I can't see anything at all! Due to extreme winter weather, the pipes froze at my house and burst open but I was not able to use my phone to get repairs. As a result, the pipes are still not repaired at my home. I'm also an ****** homeowner. I'm not able to call my guests and check on the home to ensure they are able to get heat and hot water or experiencing other issues. This is currently hurting my business and negatively impacts my ability to work with my tenants and customers. I went into the Xfinity store at ******************************************************* on 1/17/24. They told me I would not be able to get me a new phone without paying for BOTH my existing (broken) phone and the full price for a new phone. Therefore I would have to pay for 2 phones. However I already checked with *******. They said they would give me a new phone and pay off my old broken phone, however they would need a transfer code in order to do this. I called Xfinity to get a transfer code. They said they would text the code, however my phone is BROKEN. I can not receive texts. After reiterating this again, they told me to go to the store in person. As instructed I went to the store AGAIN. I went to the same store at ******************** on 1/18/24, however they told me to call customer service (again). They are giving me the run around and will not give me the transfer code in order to get a new phone with a different provider. They are holding me hostage as a customer and negatively impacting my business. Mobile Device phone number ************, Mobile Account **********. Primary account ****************** have a Temporary Wifi number and can be reached at ************.

  Business Response

  Date: 02/07/2024

  ******** ** **** ****** ******** ****** **************************************************************************** ***** ***       *******************************             ******************************************             ******** ** *****               **** *******                    ********               **** ** *******             ******* *** ****
  
  Dear Sir or Madam:
  
  This letter responds to the above-referenced complaint submitted to your office by Ms. ******************************* regarding Xfinity Mobile service.
  
  Xfinity Mobile takes the security of its customers accounts very seriously and has measures in place to prevent unauthorized third parties from intercepting customers SIM cards or fraudulently porting their telephone numbers. We understand that ******** found these security measures to be inconvenient while her phone was broken. On January 20, ****, ******************** obtained a security PIN and ported her telephone number to another service provider on the same day,which automatically closed her Xfinity account.
  
  On January 25, ****, I spoke with ******************** to address her concerns and confirmed that the port out was successful. During the call, I explained that because ******************** did not purchase the Xfinity Mobile device protection plan for the subject device, the device is not eligible for repair or replacement by Xfinity Mobile and she is responsible for paying the remaining balance due on the subject device.
  
  We apologize for any inconvenience and or frustration ******************** may have experienced. A courtesy credit was applied to her Xfinity Mobile billing invoice for the January 1 to January 31, ****, billing cycle.
  
  Should you have any questions or require additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  ********************************
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Xfinity Mobile for a year and was fed up with the service and decided to move our lines to * ****** about a month ago. We went to the xfinity store and told to pay the balance of the phones which we did and the attendant said our phone will be unlocked in 24 hours. We waited 2 weeks and our 2 phones were still locked and we cannot use the sim cards from * ******. I entered a chat with xfinity mobile customer service and he told me that the attendant at the store did not put in a request to unlock a phone that we have paid off and account that we ended with Xfinity. He profusely apologized and said he will make a priority request to unlock our phones which should take 24 to 48 hours. 2 weeks later we srill have phones that are locked to xfinity and paying service to ******* for sim cards we cannot use on the phones. I am tired of Xfinity Mobile and their shady and unethical tactics to unlock phones and need this issue resolved immediately

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Boulevard, Suite 1330
  Philadelphia, PA 19103
  

  Re:       ***************************
              ***** ****************
             Missouri City, TX 77459
  
                Case Number:                    ********
                Date of Notice:             January 17, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau, by ******* ****** regarding Xfinity Mobile service.
  
  On January 17, 2024, I spoke with *** ****** regarding his Xfinity Mobile concerns. *** ****** met the device unlock requirements for his two ******* ****** *** devices (IMEIs *************** and ***************) and a request was submitted on January 9, 2024. Due to an unknown routing issue, this request was automatically closed without action shortly after it was submitted.
  
  On January 17, 2024, I processed the device unlock both of  *** ******’s devices. *** ****** was provided with the instructions to unlock his mobile devices. On January 19, 2024, I confirmed that *** ****** successfully unlocked his mobile devices.
  
  I apologized for any inconvenience this may have 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,
  
  Name
  Xfinity Mobile Specialist, Tier 2

• Initial Complaint

  Date:01/14/2024

  Type:Order 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.

  RE: Xfinity Account # **************************12/2/23 I chatted with Agent ***** to renew an expiring contract. He helped with the renewal for 24 months and suggested I can save money if I change my landline to a mobile line which will only cost $17/month including taxes/charges. He also advised I can lower my internet charges by $45/month since my previous plan was $88/month. I was skeptical at first but he assured me the internet and mobile line charges will cost $60/month including unlimited data & modem. ***** also told me I'll get a new ******* *** phone for free. After this convo, I received the new phone, but heard nothing back regarding my new contract until I saw the new bill showing a $121.78 charge. They ended up changing my services to a regular plan AND took out my unlimited data plan without notifying me! I contacted Xfinity again and an agent helped me open Case #********* and advised she escalated this issue to the back office team and will get back to me in 24-48 hours. I heard nothing back so on 1/10/24, I spoke with Agent ****** who agreed that I am entitled to the mobile line discount and would backdate my contract date to 12/5/23. ****** promised to send me the confirmation of the contract and billing adjustment within 1-2 hours and scheduled a callback with their retention department the next morning between 10am-12pm to activate the contract for me. I waited until the next day and did not receive neither an email nor a call from Xfinity. I called again on 1/12/24 and the agent was able to pull up the chat records, however she advised she is only able to offer whatever promotion is available to customers - a plan with unlimited data plus modem charges totaling over $105, and $17/month for a mobile line which means I'll be paying around $122/month. This payment is doubled what I was promised as payment ($60 internet + mobile) . Please review my screenshots with the live agents. Xfinity should not be making so many empty promises to clients!

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:        ***************
              ********************************
              South San Franscico, CA  *****
  
              Case Number:              ********
              Date of Notice:             January 14, 2024
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced rebuttal complaint submitted to the Better Business Bureau by *************** (***************, authorized user) regarding his XFINITY service.
  
  Comcast records confirm on January 18, 2024, *** ** accepted the Superfast speed tier Internet effective January 18, 2024, through January 19, 2025, at a promotional rate that includes an additional monthly auto payment/paperless billing discount and mobile discount. The promotional rate expires January 19, 2025, and retail rates will apply after. Additionally, *** ** subscribed to xFi complete at standard rates.  Any additional equipment, service, tax, or fee is billed separately and subject to change with 30-day notice.
  
  On January 18, 2024, I spoke with *** ** and confirmed the aforementioned information. *** ** was not provided with a secondary mobile service discount for her residential service. *** ** was provided a courtesy, 12-month additional discount effective January 18, 2024, through January 17, 2025, to offset the missing additional mobile discount. On January 18, 2024, *** ** was provided a courtesy credit which will appear on the February 15, 2024, billing statement.
  
  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 of this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  ****************************
  Executive Response Team
  
  

  Customer Answer

  Date: 01/24/2024

  [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:01/04/2024

  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 have been a Comcast/Xfinity (predecessor ********) customer for over 23 years. My monthly bill for internet/tv/phone is $347. On November 6, 2023 I called Xfinity and spoke with one of their agents who informed me that he could switch my services & equipment identically over to a new account (comprised of my partner & I) and lock us into a new monthly rate of $238.21 a month. I received an email confirming this. The end of the month came and I received a bill again for $347. I called back and this time a new supervisor said that the first agent I spoke to was wrong and they would not honor the rate he gave me. She also asked that I go to the local Xfinity store to authenticate the ID of both my partner and I which we did on Dec 7. I was told there that because too much time had passed, Xfinity had shut down the new account created on Nov 6. On Jan 3,2024 I called back and a new agent gave me a new quote of $277.30 and he told me to go back to the Xfinity store to get the equipment transferred to the new account. At the store, the agent told me that the $277.30 didn’t include 3 rentals so the real total would be closer to $307, but he switched all my equipment to my new account. I then came home to find out my tv service no longer works. I now have a technician trying to swap out equipment that up until yesterday worked fine. I have spent easily over 10 hrs just trying to implement what the first agent said could be done. I do not believe it should be my liability if 1) an Xfinity agent gives a lesser quote that they later try to retract and 2) if an Xfinity agent does not add services/equipment correctly when they are clearly listed and reviewable by him. Xfinity should honor the first quote presented to me of $238.21 a month if they want to retain me as a customer after this shameful treatment of a longstanding customer.

  Business Response

  Date: 01/18/2024

  January 18, 2024
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:   *** ****
           ** *********** ****
           South Burlington, VT *****
  
           Case Number: ********
           Date of Notice: January 4, 2023
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *** ****, an authorized user on the account, regarding Xfinity service.
  
  Records reflect on November 6, 2023, *** **** contacted Comcast with his spouse to establish a new account under his spouse’s name in an attempt to receive a new customer rate. On November 6, 2023, accepted a 12-month contractual agreement for Ultimate TV and Gigabit Internet at a promotional rate, and Xfinity Voice at its retail rate. Equipment, taxes, and fees are not included in the price and are subject to change. 
  
  This order did not contain all the equipment *** **** has in his possession, which is billed at an additional monthly rate per piece. Records reflect that *** **** possesses five pieces of Comcast leased equipment, but only two were listed on the order. As a result, the total estimated monthly rate quoted was lower than the actual rate. Records reflect that this order was not completed.
  
  On January 3, 2024, *** **** accepted a promotional rate for Ultimate TV and Gigabit Internet, and Xfinity Voice at its retail rate. This order was completed and reflects *** ****’s current promotion.
  The promotional rate is effective January 3, 2024 through January 2, 2026. Effective January 3, 2026, the price increases to a new promotional rate. Effective January 3, 2027, retail rates apply. Ancillary services, equipment, taxes, and fees are not included in the price and are subject to change. *** **** also receives a monthly discount for enrollment in EcoBill paperless billing and AutoPay with a credit card. 
  
  On January 5, 2024, I spoke with *** **** to review the above and to discuss his concerns with him. *** **** requested that we honor the original quoted price, quoted with the incorrect amount of equipment. I explained that all equipment must be billed, and we cannot decrease the rate unless we remove equipment and services to reflect the equipment and services on the original order. I apologize for any inconvenience he may have experienced 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: 01/18/2024

  [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: ********
  
  I am rejecting this response because:
  
  It is incumbent upon the company to honor quotes provided by their employees and to  train their staff to give correct quotes. Their staff know what equipment we currently rent and what services we currently use. Not standing by a quote provided to a longstanding customer (after the customer spends well over an hour each time on the phone with them) is not professional and is the antithesis of adequate customer service.
  

  Regards,
  
  *** ****