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

  330 Billerica Rd Chelmsford, MA 01824-4140

• 

  Comcast

  3303 Main St Springfield, MA 01107-1111

• 

  Comcast

  1110 E Mountain Rd Westfield, MA 01085-1405

• 

  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:01/03/2023

  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 had my service turned off while I was on vacation even though I made a payment and had a confirmation number then had my service restored when I complained about my service being cancelled then they made up another confirmation number and took the payment out again nearly overdrawing my account!!!! Then had the audacity to say I was late!!!! They raised my payment for the month of September all while I waited a month without service because of hurricane Ian!!!! This is not the first or second time I have had trouble with this company, they do whatever they want to with your bank account and always act like its your fault!!!! I want the money put back into my account which they said they cannot do but they sure do not have a problem taking it out!!!!

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *********************************
  *** ***************
  Lake Placid, FL *****
  
  Case Number:********
  Date of Notice: January 9, 2023
  
  Dear Sir/*****:
  
  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 reflect on November 2, 2021, ********************************* accepted and consented via text message to a 24-month term agreement to Fast Internet and Ultimate Video at a promotional monthly rate. The promotional discount will apply through November 11, 2023, due to the billing cycle date. This plan/promotional price includes a two-product discount, which will remain effective as long as the same level of service is maintained. The term agreement is effective from November 5, 2021 through November 5, 2023. At the conclusion of the promotion timeframe, standard rates will apply. The promotional price does not include any additional services, equipment rentals, or applicable taxes and fees. This promotion also includes a self-service discount for enrollment into both Paperless Billing and AutoPay, which will remain as long as enrollment in both features is maintained.  
  
  Our records indicate that on October 17, 2022, a service visit was completed with customer equipment problem which caused an in-home service visit fee to generate on October 19, 2022. We are unable to justify a credit with the history on the account as there have been no reported service issues since October. We also have no record of seasonal hold request on the account.
  
  The has had a past due balance for all of 2022 and therefore has had multiple late fees and services interrupted due to non-payment on several occasions. Recently, the November 28, 2022 billing statement reflected a unpaid balance forward, a late fee and new charges. The December 28, 2022 billing statement reflected unpaid balance forward, a late fee and new charges. 
  
  On December 27, 2022 the account was interrupted due to non-payment which was cancelled on December 29, 2022 when a partial payment was made. This left a balance on the account. Due to the account restored, two reactivation fees were charged on December 31, 2022.
  
  Then, on January 19, 2023 the account was interrupted due to non-payment which was canceled the same day as a partial payment was made. Due to the account restored, two reactivation fees were charged on January 21, 2023. As of today, January 26, 2023, there is no delinquent balance on the account but a current balance. A refund has not been processed as the account has not reflected a credit balance. To resolve 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 **************.
  
  Regards
  
  ****** (************
  Executive Customer Relations
  

• Initial Complaint

  Date:01/02/2023

  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 bought a ******** Modem called Xfinity to add this modem instead of paying them for a modem monthly. I have been a customer for 14 years and after reading I could use my own modem no additional fees, I have been on my job 33 years and work from home I thought this was a great idea. Xfinity added my modem to my service Dec 17, 2022. I had no problems until Dec 28, 2022, my internet services were cut off. at ***** pm I was working overtime at the time. I called Xfinity to see what the problem was kept getting the automated agent she reset my modem and I asked to speak with a representative because the automated agent never got the modem back up and the map online was not showing any problems or outages. I called back several times and finally I was connected with a manager or someone that said they were a manager he said he show i needed to speak with the activation department the company had an update and it set my modem off I explained I needed service asap I was not able to work or finish working and in order for me to receive my Ot time I had to complete 4 hours and I was right at my 4 period he said there was nothing he could do until activation team spoke with me and updated my Modem. I asked what time did the activation team come in? He said 8. I was upset I let him know this was overtime for me I have to be at work at ****am i needed my service before then he said there was nothing he could do. I waited callback at 730am to see if maybe someone or another department would be open that could assist. It was really different than last night I press to speak with an agent. The agent came right on the line. It was not like the night before I was sent to different departments before I was told they were closed. I spoke with a lady at 735am on 12/29/2022. I explained what happen that spoke with someone, and I was told I needed to speak with activation team my internet was down because the company had an update, and my modem was not added. The young lady told me that she apologized she worked from home 6 years, and she understands how I feel and I'm missing money and she would be upset if it happens to her. Then she said she was with the escalation Team, and I was given some inaccurate information. My service was cut off because the modem I was using was not able work with the service I had on my previous modem. I let her know when I set up the modem, I knew it didn't cover phone service and the agent that set up told me also I let them know my contract would not be over until Feb 5,2023. I didn't want to pay cancellation fee i would just continue to pay my bill until the contract was over and remove the phone, The gentleman that set my modem up said that should not be a problem as long as I still paid the bill. I explained this to the young lady i was speaking with her tone changed and she said no you can't do that. I said it was not a problem when I set this up and it has been fine since Dec 17, 2022, and you all cut my internet services off this. She said yes, I said my bill is paid I don't be late you could not have called me because I have my cell phone listed as a callback number, I have never used the phone line since my children have been gone 3 years. I have no need for a house phone. She told me there was only one way to get this resolved to get my services on, I could come into the office and get back the modem I turned off that would fit my plan. I asked could I have the phone service removed. she then said I will check. she came back told me there was a plan I could change to so that I could get my modem back on. It was a higher plan. she placed me on hold came back told me to go my email ok the change I let her know I was at the end of my contract, but I needed to go to work and needed my services asap i would go ahead and sign the new plan. As soon as she hung up the phone my services were on again and running fast. I was mad I could not believe my services were cut off to either make me come and get a modem if it was problem when I set up my modem, they would have told me then. The guy told me as long as the bill was paid that should not be an issue i asked before my new modem was put on my service. I was running fine and on 12/30/2022 I started making calls out on my computer I work from home my cases were buffering and when I completed my work cases it would never save the case, I was getting blue circles (buffering) then after about 2 mins it would save the case. Most all of my customers told me they could not understand me I sound like i was under water. I called IT department from my job because maybe it was corporate situation. They can see what goes on with the company computer. The guy from IT said it's your internet slow contact your provider. I was pretty upset because I had already miss hours from work, 12/28/2022 now I'm missing hours again I called I spoke with ********** started keeping names at this point explained what was going on he then told me I needed to come in and either get the modem I had or go on their front page and select a modem that i can use to fit my plan. I said you have got to be kidding me he said my plan has **** mbps and my modem service 900 mbps. I said **** my service ran fine from Dec 17 until Dec 28th and now you are telling me all this why wasn't i having these issues from Dec 17- Dec 28. He said he could not answer that he was not with IT, but in order to get it working right I needed to come back in and get my modem it would take care of everything. I told him this was terrible customer service. if this had happened when I first called them to hook the modem up, I could understand but all this time now it's not the right modem after you made me change my plan to go to work now you don't cut it off this time you slow up my service ...like i don't even have internet service. He then tells me these are my options as long as i have had xfinity this is terrible customer service. All I want at this point is my contract cancelled and a refund for my last days that i have not had services or terrible service. I can't afford for you to cut me off or slow it down to get me to come in and get your product terrible that you would treat a customer of 14 years this way. Terrible customer experience. At this point i have not called back and no one has called me on this issue that has not been resolved. I still have slow terrible service. I was told to change my service that the young lady put on there on the Dec 30, 2022, was not the plan that covers my modem i needed to move to ******* mpbs and the plan is much higher than **** mpbs but if i came in and got their modem this would again take care of these issues or any issues that I'm having. Ask me to hold to transfer me to someone technical support and the phone call was released I didn't call back. also, they wanted to send a tech out and charge me a fee for that to see if he could resolve the issue even tho every time, I have spoken with someone issue was resolved I have no issue but what they are causing to make me come in and use their product because it was never an issue before ...I will not stay with xfinity .

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  
  BBB of Metro Washington ** & Eastern ************
  1880 **********************************************., Suite 1330
  ************, ** 19103
   
  Re: **********************;
  2975 **************
  *******, ** 38115
  
  Case Number:18665736
  Date of Notice:January 3, 2023
  
  Dear Sir/*****:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  On January 4, 2023, I spoke with ******************** regarding her service concerns. Our records indicate on December 17, 2022 ******************** added a customer-owned modem to her account. On December 29, 2022 ******************** contacted customer service to report issues with her internet service. ******************** was advised her customer-owned modem was placed in disabled status as it is not compatible with Comcast services. 
  
  On December 29, 2022 ******************** downgraded her services and accepted a 24-month promotion for the *********** and Gigabit Internet. The promotional rate is effective December 29, 2022 through January 12, ****. The account is eligible to receive an additional self-service discount if enrolled in automatic payment and paperless billing. Equipment, taxes and fees are not included in package price. The change of service will reflect on billing statement dated January 28, 2023.
  
  On December 30, 2022, ******************** contacted customer service to report ******************** service interruptions and was advised her customer-owned modem is not compatible with Comcast services. 
  
  On January 2, 2023, the customer-owned modem was removed from the account and a Comcast-leased modem was added. During our conversation on January 4, 2022, ******************** verified that services are working correctly. On January 4, 2023, a courtesy credit was applied to the account. The credit will reflect on billing statement dated January 28, 2023.
  
  Further review determined signal levels were not within Comcasts specifications. On January 9, 2023, a technician completed a service visit and replaced the drop cable line to the home. I followed up with ******************** on January 12, 2023 and she verified that services are working normally. An internal review of the signal levels to the residence confirms they are within Comcast specifications. I apologized for any inconvenience that *** have been caused while attempting to resolve this matter.
  
  I trust that this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ****************** 
  Executive Customer Relations
  

  Customer Answer

  Date: 01/13/2023

  [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:12/30/2022

  Type:Sales and Advertising 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 am having trouble with my internet connection. I have lost internet connection three to four times just this month. I am not receiving the advertised 75 mb per second.

  Business Response

  Date: 01/18/2023

  January 18, 2022
  
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:******* ******
  **** ***** ****** ******
  Fresno, CA * ***** 
  
  Case Number:********
  Date of Notice:December 30, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On January 4, 2023, an Executive Customer Relations Representative spoke with **************** wherein a service visit to address the service issue was refused. Without cooperation from ****************, we are unable to provide a resolution. I apologized 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
  

  Customer Answer

  Date: 01/19/2023

  [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:12/29/2022

  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.

  THESE PPL PROVIDE BEONG SUBPAR SERVICE..MY CONNECTION IS ****..THEY CONNECTE ME TO DALLAS  SERVER FOR SEVERAL MONTHS ..TAHTS 500 KM AWAY AND WHY? ITS SO SLOW..I PAY FOR 300 MNPS..I GET 20 MOBS IF I M LUCKY..THEY REFUSE TO DO ANY REPAIRS IN AIR TO MAKE IT PERFORMANT..BC I COMPLAINT THEY CONNECT ME TO DALLAS  SERVER AND ITS BEEN HORRIBLE..SOLVE THE PRONBLEM OK

  Business Response

  Date: 01/26/2023

  January 26, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:  ***************************
         *** ************************
         Spring, TX *****
  
  

  Case Number:   ******** 
  Date of Notice:  December 29, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  On January 5, 2023, I spoke with ******************** regarding her service concern. A service visit was scheduled for January 7, 2023. ******************** rescheduled this appointment for January 9, 2023. ******************** rescheduled the appointment for January 12, 2023. ******************** then rescheduled the visit for January 16, 2023, which she again rescheduled for January 19, 2023. ******************** then rescheduled the visit for January 26, 2023, which has been rescheduled for February 2, 2023. We are still working with ********************, but due to her rescheduling multiple times, we have been unable to rectify this issue. We will attempt to provide resolution once we have access to the home.
  
  Once we have gained access and corrected the issue at the residence, I will evaluate what, if any, credit is due for compensation from these issues. I apologized 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,
  
  David R.
  Executive Customer Relations 

• Initial Complaint

  Date:12/29/2022

  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.

  Comcast and it's executive's entered into a agreement to settle my case for a sum of money. They are worth $670.00 millions dollars and they will not issue payment as promised. It don't take 45 days to issue a payment when they are worth $670.00 . They do not intend to make payment as promised and are liying to me as well as there counsel "white & case , LLP" it does not take 45 day's to issue a check when they're worth million's.

  Business Response

  Date: 01/17/2023

  January 17, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *******************************
   ***** ***************
  Detroit, MI  *****
  
   Case Number: ********
   Date of Notice: December 29, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************************* regarding Xfinity service.
  
  Our records indicate on November 23, 2022, ************************ signed a release and accepted a one-time payment to settle his complaint. The release stated that ************************ would receive the settlement within 45 days and is currently still within that timeframe. On January 3, 2023, I emailed ************************ and advised him of the aforementioned information. On January 4, 2023, the agreed-upon check was delivered to **. *********** residence via **** I apologized 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,
  
  Latania H.
  Executive Customer Relations
  

  Customer Answer

  Date: 01/17/2023

  [
  
   Complaint: ********
  
  I am rejecting this response because:

  The business and there council did not answer my issues against them for there using me to try to defraud the federal acp program and why there counsel knowingly defends them .
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/29/2022

  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.

  Transfered from **** July of 2022 to Comcast, with home internet and landline. Received a letter recently from my elder care attorney, that they have been trying to call me for two weeks. They still can not reach me, and I have called this into the call center a couple of times. It is important that calls come through, for my age and health.

  Business Response

  Date: 01/17/2023

  
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******************* regarding Xfinity service
  
  On December 29, 2022, I spoke with ************** to discuss all concerns. During my conversation, I confirmed with **************, there is no service issue with the telephone service present. I completed a test phone call to telephone number ending in (****) and ************** confirmed the issue to be resolved. I apologized for any inconvenience and overall experience 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: 01/20/2023

  [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:
  Nearly every single day I run into a friend and they tell me still to this day that they cannot call through to my landline number. This situation in my mind is not resolved, and there is more to it than meets the eye I have a feeling that somebody is blocking or jamming my phone system. This leaves me in a very scary situation, knowing that there are people, including my elder care attorney, who yesterday told me they are going to contact Comcast Xfinity on their own and place a complaint because they still cannot get through to me since October 2022. 
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/23/2023

  ******** *** ****
  
  
  *** ** ***** ********** ** * ******* ************
  **** ************************************************ ***** ****
  ************* ** *****
   
  *** ********************
  ***** ***************************
  ***** ** *****
  
  **** ***************
  **** ** *************** ** ****
  
  **** **********
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity service.
  
  On February 7, 2023, I spoke with ************** regarding his service concerns. I confirmed there are no blocks or issues with provisioning for the telephone number and Anonymous call rejection and call screening are turned off. 
  
  On February 8, 2023, I followed up with ************** who requested a service visit for February 20, 2023. On February 19, 2023, ************** canceled the service visit. On February 21, 2023, I followed up with ************** who advised he is currently unavailable for a service visit and will contact us once he is available. I verified all Comcast equipment is within Comcast specifications. ************** was provided my direct contact number should he require additional assistance. I apologized for any inconvenience 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: 03/01/2023

  [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:12/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a former customer of Xfinity, I am fed up with the enormous spikes in their prices. Comcast has been ripping their customers off for years, by adding unnecessary late fees. I am tired of the unscrupulous behavior towards customers. Xfinity is monopolizing their business everywhere, and this is why they feel like they can abuse their customers.

  Business Response

  Date: 01/17/2023

  January 4, 2023

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

  Re: ****** **********
  **** ***** *** ****
  Highland Park, IL *****
  

  Case Number: ********
  Date of Notice: December 28, 2022
  

  Dear Sir/Madam:

  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ****** ********** regarding Xfinity service.

  *** ********** requested no contact from Comcast. A review was completed on her account and our records reflect that as of December 30, 2022, the account is 98 days past due. On December 27, 2022, the account was placed in a nonpayment interruption. Accounts that are reactivated from a nonpayment status are subject to a reactivation fee per line of business. Payment of the past due balance is required to reactivate services. When a payment for the statement balance is not received by the due date, the account is subject to a late fee. Late fees also apply to returned payments that result in a past due balance 30 or more days old. These are valid charges. 

  Effective January 1, 2023, customers in *** **********’ area are subject to a rate adjustment.  
  Customers receive 30-day advance notice of the rate increases prior to the effective date. *** ********** was notified of the rate increases for the Broadcast TV Fee, Regional Sports Network Fee, Fast Internet, and TV Box(es) on her November 21, 2022 billing statement. Customer’s can also check for changes to their billing using the My Account App and checking their account on xfinity.com. I apologize for any inconvenience 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 (866) 642-4868 Extension *******.

  Sincerely,

  Matt W.
  Executive Customer Relations

  Customer Answer

  Date: 01/20/2023

  [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:

  This is not resolving matters and it does NOT excuse the reasoning behind Comcast raising their rates. In fact every year this company for whatever reason hikes their rates every year. I am still standing by my complaint!!!!

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

• Initial Complaint

  Date:12/28/2022

  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.

  The business presented us a bill of $100.00 for home services they did not provide. After hurricane Ian, We had been receiving notice that their service had been restored but it had not. We did not request these services. The gentlemen who came to our address did not enter our home but instead went to their power junction box and said there was no power. They also said they had no idea why their manager keeps sending them out to check signal reception. We tried to get hold of them to discuss this but never got through to their customer service department. We sent a final check after canceling their service, paid our final bill without the $100.00 and labeled the check “paid in full.” They cashed the check and then turned the $100.00 over to **** ******** *** a collection company without any further contact with us explaining what they were going to do. Comcast (Xfinity) is a ruthless company! They do not belong in Florida.

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       *********************************
              *****************************************************************
             Englewood, FL *****
  
              Case Number:              ********
              Date of Notice:             December 28, 2022
  
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by ********************************* regarding Xfinity service.
  
  On January 6, 2023, I spoke with ************************ and explained that a service visit fee was incurred on October 8, 2022 due to a service visit on October 6, 2022 being closed as customer education. The account was disconnected with the billing stop date of October 10, 2022 leaving a final balance. On November 17,2022, a payment was applied to the account leaving a balance. On December 9,2022, the final balance was charged off to collections.
  
  On January 6, 2023, as a courtesy, a credit was applied to the account to offset the service visit fee incurred on October 8, 2022. The credit will not reflect on a bill since the account is closed. Collections will be updated within five (5) business days. I apologized 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,
  
  Donald (Nick) G.
  Executive Customer Relations

• Initial Complaint

  Date:12/28/2022

  Type:Order 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.

  Back in September I needed to upgrade my speed but I was moving soon, so I was convinced at this particular Xfinity store on 9/28 to upgrade to their highest tier plan and pay more because that way I wouldn't have a contract and I'd be able to terminate whenever I wanted. I specifically confirmed this with the rep who told me that I would be held to no contract and would have no cost to cancel. That I could do it whenever I wanted. I just called Xfinity to cancel my service and I just was charged an early termination fee. When i told them i had no contract and that i specifically asked about this at the store before upgrading I was told my contract ends in September of 2023. I insisted to the rep over the phone I was not in a contract as I was told that at this store but no, he denied this. He also told me that whoever upgraded my service left no documentation when doing so. I would like to be refunded my early termination fee of 110 dollars.

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:    ***********************************
           ***** ***************
          Westfield, IN *****
  
           Case Number:********
           Date of Notice: December 28, 2022
   
  Dear Sir/Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************************** regarding Xfinity service.
  
  On December 28, 2022, I spoke with ************************ regarding an Early Termination Fee(s) concern. Our records indicate on December 23, 2022, ************************ requested the service to be disconnected. On December 28, 2022, the account was fully disconnected with an effective stop bill date of December 24, 2022. The disconnected account did reflect a remaining balance owed for service charges up to December 24, 2022. The account did not reflect a contract and Early Termination Fee(s) were not applied. 
  
  I explained the remaining balance owed on the disconnected account which will reflect on the January 15, 2023 billing statement. I apologized 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,
  
  Matthew W.
  Executive Customer Relations

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  We recently moved from one town to another in the state of NJ. We have a contract with Comcast/Infinity, apparently, they are having a problem honoring that contract. All we want to do is transfer the contract from the old address to the new address, and they keep on charging us a one time fee of $100.00 for installation. During several calls, we have discussed this fee and they keep on subtracting the fee and give us credit for it, but than on the same bill, they once again charge us this fee. Also, the last time we called and spoke to someone, he said he would call us back in 48 hours to make sure everything was ok, well, we never received a phone call back. All we want is what we are entitled to and that would be credit for the $100.00 fee and not to be charged for it once again.Apparently, if you do not pay attention to your bill, you will be ripped off from this company. It is not appreciated and frankly, it is exhausting trying to keep calling them and getting nowhere.Thank you in advance,***************************

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  BBB of Metro Washington DC & Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA  19103
  
  Re:       ***************************
      *** ******** *********, Unit *****
      Manahawkin, NJ *****
              Case Number:                      ********
              Date of Notice:             January 3, 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 ********************** service.
  
  Our records indicate **************** is subscribed to the Standard Plus More package at a 24-month agreement from November 18, 2022, to November 18, 2024. The contract discount is effective July 21, 2021, through August 17, 2023. The package will transition to the third-year, non-contractional promotional rate effective August 18, 2023, to August 17, 2024, at which time regular rates will apply. The package does not include additional services, equipment or applicable taxes and fees.
  
  On January 4, 2023, I spoke with ****************, the account holder, and verified his service was installed and working correctly. On January 4, 2023, I credited the install fee that was charged on November 21, 2022. The installation charge was a system error, as it is normally not applied for a transfer of service to a new address. The credit reflected on the January 13. 2023 billing statement. I apologized for any inconvenience 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: 01/24/2023

  [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,
  
  ***************************